It may be difficult to imagine a life with limited or non-existent vision. But visually impaired individuals deserve the same level of respect and attention as all other customers, even though an adjustment to communication techniques may sometimes be necessary. The most important thing to remember here is to be patient and be attentive. Communicate in a clear and concise manner; introduce yourself; but don’t yell or speak in a loud voice. Let the individual know when you are coming towards them and when you are leaving them. And resist any temptation to physically guide a visually impaired person unless you are requested to do so, as it may not be a welcomed gesture to them. Instead, if the situation calls for it, ask if they would like to be guided. Then, if so, simply extend your arm and allow them to take it in the manner they find most comfortable. “If you are offering a seat, gently place the individual’s hand on the back or arm of the chair so that the person can locate the seat” (Gibson 34, 2014). Show consideration for their disability, but it must be accompanied by a genuine respect and recognition of their individuality.How would you demonstrate a products’ features to this person?As with guiding an individual’s hand to a chair when showing them a seat, placing a product in the hands of a visually impaired person may give them the opportunity to explore its exterior features in detail. If it is not an item which is safe to handle, such as a sharp object, or if touching it may not provide information of any value, such as an item which is packaged or boxed, then verbally describing it in detail may be a more suitable alternative. If the item has a
CUSTOMER SERVICE – HOMEWORK WEEK 1 5manufacturer’s description or any additional details available, then you may offer to read the information out loud to them.