Wellcome all presentation

Delivering first-class service to all our customers‌.

‌why bother?

Over 10,000 million people in the UK have a disability‌.. with a spending power of around £80 billion.

(source: dept of work & pensions)

‌ and its not just customers from the UK 70% of disabled people in Europe are considered to have the means to travel abroad When you add friends, family and carers who also travel this raises the potential European market to approximately £75 million 54 million people in the US are disabled with an estimated spending power of $220 billion

Providing first class customer service benefits disabled customers, the organisation and the tourism industry in England as a whole

High quality customer service means treating each customer as an individual, and working to ensure that we can meet their individual needs‌

Making small, low cost practical changes can make a big difference…

…a water bowl for service dogs …large clear signage

…information and booking services available via text telephone…

•

…temporary ramps & hand rails….

Or improving communication‌

‌from large print materials, induction loops, lip speakers to qualified sign language interpreters,

Mobility issues affect most of us at some point in our lives ‌from short term injuries‌

‌to growing older‌

It is vital to meet the changing needs of all customers

The business case • Increased word of mouth recommendations • Meeting legal responsibilities • Helping staff to deliver a better welcome and service in the run up to major events including 2012 • Value of the market sector

Would you like to find out more?‌.

Welcome All training www.welcometoexcellence.co.uk

Self catering accommodation….The Hytte, Northumberland

“I picked up so many tips, and an understanding of the huge variety of accessibility issues. As a new build, we could design and build our property with this in mind, and make sure we offered the additional services that would really make people feel welcome.” Sonja Gregory, Owner

West Quay Shopping Centre, Southampton

“We thought it was very important to develop a culture where staff at all levels were confident and equipped to help, and understand that visitors can face many more barriers than physical issues - like being a wheelchair user� Debbie Mills Shopmobility Manager

The following customers have participated in Welcome All training‌

Customers speak for themselves…

“The course made me more aware and ready to “I found the most offer alternatives to valuable part of the day customers” was understanding the importance of what it feels like from a “I found the DVD and disabled customers role play activities perspective” really helpful” “Learning about the Disability Discrimination Act and the correct terminology was very helpful”

“Taking time to think about the needs and expectations of people with disabilities in general was really eye opening”

“The course gave me the confidence to ask disabled people themselves, if, and how they would like help”

“I found the practical exercises leading a blind person around a room really valuable”

“It gave me a much better understanding of the needs of disabled people and the confidence to ask them what they need”