Accessibility: Essential to good customer service

Providers of goods and services are not doing enough to ensure accessibility for people with disabilities. The employer handbook on accessibility standards for customer service states that despite regulations such as The Accessibility for Ontarians with Disabilities Act, 2005, accessibility is still limited. 

However, some companies choose to go above and beyond the standard. One such company is Bohne Spring, a custom spring manufacturer based in Toronto. This leading company has developed a comprehensive policy, as well as a multi-year accessibility plan for the period from 2014-2021, and posted both online. 

Bohne Spring’s policy includes providing training to staff on Ontario’s accessibility laws, as well as the Human Rights Code as it relates to individuals with disabilities. The training is provided for all employees and third-party contractors who work on Bohne Springs’ behalf, and anyone else who deals with the public. The company strives to ensure all training is provided to new hires as soon as possible. The plan also includes establishing a committee to oversee future development of training. 

Bohne Spring’s accessibility measures also extend to the company website. BohneSpring.ca was designed to meet web content accessibility guidelines (WCAG) 2.0, Level A. This includes a wide variety of measures to make content more accessible. One example is ensuring all content can be accessed via keyboard commands, as opposed to requiring a mouse. Also, a text alternative is provided for all images and videos, which is useful for anyone who uses a text-to-speech program due to vision problems.

The company also aims to make sure its feedback process is accessible, so these measures can be critiqued by those who are most affected. That includes making the process available in multiple formats, providing accessible formats in a timely manner, and notifying the public that these accessibility services are available.

All of these policies and plans are aimed at the simple goal of ensuring every customer has access to the same level of service. That dedication to equality is an important part of truly providing good customer service — because until it is accessible, it does not apply to all customers.

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