You will notice that throughout the program, the terms disabled person or blind person haven’t been used. Instead, you will hear “person with a disability” or “person who is blind.” The point is simple: put the person first. This is not simply about language; it’s about treating people with disabilities as customers and delivering the best service possible.

This program is divided into five chapters:

• Chapter 1: Blind or Low Vision
• Chapter 2: Cognitive Disabilities, including people with emotional challenges, and other disabilities, such as autism, Tourette Syndrome, and head injuries
• Chapter 3: Deaf or Hard of Hearing
• Chapter 4: Mobility, including customers who use wheelchairs as well as walkers, canes, and other mobility devices
• Chapter 5: People of Short Stature/Vertically Challenged

You’ll learn about the four major interactions you’ll have with customers with disabilities:

• Greeting
• Product Assistance
• Sales Transaction
• Addressing Other Needs

The goal of this training program is simple: it will help every associate deliver the best customer service to people with disabilities.