- Training is required for employees who speak to customers over the phone, in person or via e-mail. This includes employees who interact with third parties such as wholesalers or manufacturers.
- The Ministry of Community and Social Services has an online course on its website and is currently taking the position that by completing this 45-minute course, employees are considered trained for the purposes of the Customer Services Standards.
- review the purposes of the AODA;
- review the requirements of the Customer Service Standards;
- provide instruction on how to interact and communicate with people who have various types of disabilities including those who use assistive devices, have a service animal or who are accompanied by a support person;
- provide instruction on what to do if a person with a disability is having difficulty accessing your goods or services; and
- train employees on your policies, practices and procedures.
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