Customers

Our agenda on customers covers all aspects of customer care for disabled people. It includes the design of products and services for disabled customers, the physical environment and communication with customers.

It was developed in direct response to members' requests for a strategic planning framework; as a tool to help organisations develop and share best practice, plan action and measure progress.

EFD's agenda on customers

1. Policy and top level commitment

Service to disabled customers will form an integral part of the company's product and service standards. A company-wide policy will be agreed by the top team and communicated to the rest of the company.

2. Market research

Steps will be taken to understand disabled people's preferences and requirements. Complaints and customer feedback mechanisms will be made accessible to disabled customers.

3. Design of products and services for all

Regular reviews of the accessibility of products and services to disabled people will be undertaken and acted upon. Whenever possible, the company will consult disabled people as experts and consumers on product and service design.

4. Physical environment

All reasonable steps will be taken to ensure that the physical environment does not prevent disabled people from doing business with us.

5. Staff training and disability awareness

Specific steps will be taken to raise awareness of disability among employees involved in developing, marketing and delivering products and services to customers. Training will be made available to communicate service standards and to equip employees to achieve these.

6. Communication with customers

The availability of accessible products and services will be communicated to disabled customers, while advertising and other images will reflect a diverse customer base. A variety of formats will be used in our communications with customers.

7. Influencing other organisations

Major suppliers, contractors and franchisees will be encouraged to adopt this agenda.

8. Involvement in the wider community

The company will recognise and respond to disabled people as suppliers, shareholders, employees and members of the community.

9. Monitoring performance

Progress in implementing the key points of this Agenda will be monitored at Executive level.