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Accessible Customer Service for Frontline Staff in Banks

This course takes a look at the Americans with Disabilities Act from the perspective of a frontline employee. You will learn how you can help make sure your bank is providing accessible customer service.
SKU: P3246EN
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The Americans with Disabilities Act (ADA) applies to almost all employers. It covers employers with 15 or more employees, labor organizations, employment agencies and joint labor-management committees. It also applies to state governments.

In this module we will provide you with an overview of the ADA, define disability look at how you can provide better accessible customer service.

This course includes an examination.

 

Learning Objectives:

  • Define disability, impairment, and other key ADA terms
  • Understand the concept of providing accommodation
  • Be able to provide accessible customer service

Course Outline:

  • Overview

o   ADA coverage

o   ADA and employment

o   ADA and accessibility

  • Defining Disability

o   What is a disability?

o   What is not a disability?

o   What is an impairment?

o   Consideration of mitigating measures

o   People with a record of a substantially limiting condition

o   People regarded as substantially limited by an impairment

o   Essential functions and qualified persons

  • Accessible Customer Service

o   Principles of accessible customer service

o   Customer service for different types of disabilities

  • Customer service for customers with service animals, support persons, and assistive devices  

Duration:

0.83 hours

Features:

Audio, hybrid

Module(s):

7968EN

Products specifications
Course Language English
Length Range 30 Minutes or Less
Length (Hours) 0.42
Module Number(s) 7968EN
Course Features Audio
Course Features Mobile
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The Americans with Disabilities Act (ADA) applies to almost all employers. It covers employers with 15 or more employees, labor organizations, employment agencies and joint labor-management committees. It also applies to state governments.

In this module we will provide you with an overview of the ADA, define disability look at how you can provide better accessible customer service.

This course includes an examination.

 

Learning Objectives:

  • Define disability, impairment, and other key ADA terms
  • Understand the concept of providing accommodation
  • Be able to provide accessible customer service

Course Outline:

  • Overview

o   ADA coverage

o   ADA and employment

o   ADA and accessibility

  • Defining Disability

o   What is a disability?

o   What is not a disability?

o   What is an impairment?

o   Consideration of mitigating measures

o   People with a record of a substantially limiting condition

o   People regarded as substantially limited by an impairment

o   Essential functions and qualified persons

  • Accessible Customer Service

o   Principles of accessible customer service

o   Customer service for different types of disabilities

  • Customer service for customers with service animals, support persons, and assistive devices  

Duration:

0.83 hours

Features:

Audio, hybrid

Module(s):

7968EN

Products specifications
Course Language English
Length Range 30 Minutes or Less
Length (Hours) 0.42
Module Number(s) 7968EN
Course Features Audio
Course Features Mobile