Design For Dignity
Retail Guidelines

Guidance on customer service

Hearing

People who are deaf or hard of hearing may use a hearing aid, may lip read or may use sign language to communicate. It is estimated that over three million people in Australia have some kind of hearing impairment. A small percentage of people who are deaf use AUSLAN (Australian Sign Language) and may need an AUSLAN interpreter to assist them in conversation.

“Assistive Technology” such as hearing aids, hearing loops or FM systems may help some people who are hard of hearing to participate in conversations more effectively.

“Sometimes I have to tell shop assistants that I'm deaf and need a pen and paper to communicate. It's great when they take the time to support me.”

Some people who are deaf or hard of hearing may be accompanied by a hearing dog. You should treat the dog the same as you would any other assistance animal, and don't pat or distract it in any way.

Some customers who are deaf or are hard of hearing may also have a speech impairment, may not speak as clearly as other people, or may not speak at all.

Ways you can help

• Get the customer's attention by moving into their line of sight or gently touching them on the shoulder or elbow.
• Make sure you are facing the customer when you speak.
• Use their name first, if you know it.
• Speak directly to the customer when they are accompanied by an interpreter.
• Ask how you can help the customer. They may be happy to lip read, or they may prefer you to write information down.
• Move to an area that is hearing loop enabled if the customer has indicated that this will assist.
• Suggest moving to a more private area if sensitive or personal information needs to be discussed.
• Check that the customer understands you and make sure you understand what the customer is saying to you.

Avoid

• Speaking louder than normal to try and make a difference.
• Over-exaggerating hand gestures or speaking extra slowly.
• Covering your mouth when talking to the customer.
• Continuing to talk when you turn away from the customer.