Action plan: The customer-facing employee

ACTION PLAN

The customer-facing employee

Respect: You won’t necessarily be able to tell who has dementia, so make ‘dementia friendly’ your default mode. Speak clearly and calmly, and be friendly and patient, with everyone. Respond: If a customer seems forgetful or confused, ask how you can help. They might, for example, welcome: • Some suggested options if they are struggling to choose • Help with handling money • Help to find their way around – with clear directions or even a simple map • A quiet and well-lit environment where they can hear you properly and see your face clearly.

DID KNOW? YOU

Some people with dementia carry a help card so that they can discreetly ask for your understanding. It may simply say that they have a problem with their memory.