6.1 Introduction
This chapter includes requirements to the training of personnel, design of the services to ensure equal access for all to them and requirements to the execution of the services as well as customer service, to the enterprises’ policy regarding training of staff, procurement processes, user participation and complaint procedures, evaluation of the services etc.
6.2 Personal execution of services
The communication with passengers shall be carried out in a good and equitable way. It is therefore necessary that the employees are trained in the treatment of passengers with different types of challenges, regardless of the individual’s disability, so that they can:
- understand the individual needs of the passengers
- handle all passengers in an equitable, careful and respectful way, regardless of his or her disability
- be able to understand and make themselves understood towards passengers with communication challenges
- give the passengers simple choices
- disseminate information to the passengers in a clear language
The best solution is that the companies include training on the different needs of different passenger groups as part of their mainstream customer care training, not the least in connection with crisis situations and evacuation.
6.3 Customer care
In order to ensure the best possible customer care for all passenger groups it is an important part of the training that the training on different passenger groups’ needs has as an objective to avoid erroneous ideas of customers based on their group affiliation.
Training in customer care includes politeness, care, confidentiality and knowledge on measures that are generally needed to implement when facing different groups of passengers, including passengers with disabilities.