Customer Service

An Immature Response? Why organizations are failing to build digitally accessible products and services

by Hassell Inclusion Limited 2023
Every year around December, automated accessibility testing companies publish ‘State of Accessibility’ reports, telling us how accessible or inaccessible the digital world’s websites are.
These are useful. But rarely does anyone look at the ‘Why?’ behind their results… Or look at what needs to happen to help things improve…
This Research Report does just that.

Tim Cook and Clara Daly.

Blind and deaf man can’t communicate on a flight until teen girl reaches for his hand

Well, this story is about just that. One man and one teen happened to be in exactly the right place, at exactly the right time. Their serendipitous and unforgettable connection on a 5-hour-long Alaska Airlines flight went viral, touching the hearts of more than 1 million people.

Animated photo of an older man in a wheelchair talking to 2 women who have a board with a graph on it.

Instead Of These Ableist Words, Use Inclusive Language At Work

Stop using disability as a negative metaphor at work (and everywhere else).

A box of Purdys Chocolates

Chocolatier extends accessible braille box beyond the holidays

Purdys Chocolatier’s first-of-its-kind product box uses braille to make shopping for chocolate accessible to the blind community.

Picture of an assisted living facility.

Climate change: Why are disabled people so affected by the climate crisis?

Israeli minister Karine Elharrar made headlines around the world when it emerged she couldn’t attend the COP26 summit on Monday because it wasn’t wheelchair-accessible.

AODA logo.

Providing Accessible Customer Service in Person

Under the Customer Service Standards of the AODA, service providers must make their goods, services, and facilities accessible to customers with disabilities. Many of these guidelines focus on accessible customer service in person.

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Best Practices for Serving Customers with Communication Devices

Under the Customer Service Standard of the AODA, service providers’ policies must state that they welcome customers using communication devices. In our last article, we described what a few communication devices are. In this article, we offer some best practices for serving customers with communication devices.

Picture of a kid sitting with a dog.

100+ Examples of Service Dog Tasks

Most people know Service Dogs help people who have physical, psychiatric, or developmental disabilities. Few people can describe a Service Dog’s work, though. Here are 100 examples of Service Dog tasks. 

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Accessible Information in Customer Service

Under the Customer Service Standards of the AODA, providers must make documentation about their accessibility available to customers with disabilities upon request.

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Temporary Service Disruptions: When and How to Notify Customers

Under the Customer Service Standard of the AODA, service providers must notify customers about temporary service disruptions. Temporary service disruptions happen when services that customers with disabilities might rely on are temporarily unavailable.