Customer Relations

2. Handling Children and Guests with Special Needs

Special needs’ customers include those with hearing and sight problems, people on wheelchairs, and children, amongst others. These types of people call for slightly more sensitivity in the way that they are handled in comparison to normal guests, and require added attention.

When dealing with customers with hearing problems, staff should act politely and avoid raising their voices (it can make the guest feel uncomfortable). They should speak as clearly as possible and face the customer directly. Such customers should be placed in areas where there is less noise emanating from the establishment, which could otherwise make it very uncomfortable for them. Similarly, staff should make sure that the experience for blind customers is as comfortable. Offering to read the menu out loud is one such way that can assist customers with poor vision.

When dealing with customers that use wheelchairs, restaurant and hotel staff should be mindful to enquire politely as to whether any help is needed. They should be allocated a specific place or space so that they feel comfortable, and are conveniently located to the amenities that they may need, while ensuring that they do not get in the way of the flow of service and other customers.

When dealing with children, staff should know to treat them with respect and patience as their parents would not like this any other way. Any equipment, specific to hosting children (such as high chairs) should be offered if available. Confirmation should always be sought from the parents in instances where requests are made by the children directly.