W. C. Duke: ADA and Customer Service Training

W. C. DUKE SERVICES

"We have to “ramp” the human mind or the rest of the ramps won’t work."
George Covington, Former White House Advisor on Disability Issues

The Opening Doors® programs do “mind ramping.” This includes establishing employee comfort levels with customers having disabilities, plus teaching practical skills, not just sensitivity or awareness. These are disability etiquette programs developed by persons with disabilities specifically for service industries.

Why do you need Opening Doors®?

If you and your employees haven’t been around family members, friends, or neighbors with disabilities, then it hasn’t been part of your life experience. You are inexperienced about what to say or what to do. This inexperience and uncertainty can lead to discomfort in being around persons with disabilities.

A Harris Poll showed that 58% of all Americans are uneasy around persons with disabilities. 47% feel actual fear.

"For success, attitude is equally as important as ability."
Harry F. Banks

The name says it all because it communicates to your employees that their attitudes are opening the doors of your business to persons and coworkers with disabilities.

Begin with the Ten Commandments of Disability Etiquette©, practical and relevant rules for almost any situation.

Continue with service skills covering customer relations, operational procedures, emergency, and security/safety considerations targeting customers with hearing, visual, mobility, and hidden disabilities.

Learn proper terminology with "people first" language.

The Opening Doors® programs .......

Are designed for flexible implementation
as training time is limited. The programs are divided into modules lasting 10 to 12 minutes.
Target all employees having customer contact

so they can learn not only practical skills, but also understand WHY these skills are important for your customers with disabilities. The programs help your employees conquer their discomfort in serving or working with persons having disabilities. They can anticipate these customers' specific needs, and then deliver beyond their expectations.

Are fun and entertaining

with innovative videos, interactive media/activities and manuals based on important issues developed by people having disabilities. The programs generate discussions, sharing of ideas, and developing solutions to problems and situations experienced by persons with disabilities.
Encompass all learning styles for retention

by maximizing program content retention by using TPR — Total Physical Response in which your employees see, hear, and do. Your employees are able to look at your facility from the perspective of your customers and employees with disabilities.
Can be part of new-hire orientation

as a practical way to integrate disability issues into your existing customer service or diversity training.
Give interviewing, hiring, and supervision skills

by providing managers and supervisors with direction, specific skills, and confidence to handle uncertain situations.
Offer industry-specific materials

for hospitality, food service, entertainment, retail, banking, and financial services. Now available for purchase on the web— hospitality and food service programs!

We also offer information in a variety of formats.

“Even if you’re on the right track,
you’ll get run over if you just sit there.”

Will Rogers

W. C. Duke Associates also offers ...

Train-the-Trainer Programs and On-site Training

Learn how to teach the program and facilitate the interactive media/activities.

Receive information about cost-effective ways to meet and exceed ADA compliance, plus marketing tips on how to access the huge disability market of 54 million Americans.

Your business is immediately certified as an Opening Doors® facility, offering a high level of risk management concerning potential ADA complaints. Businesses choosing this level have access to W. C. Duke Associates, Inc. toll-free customer service hotline for consultation on ADA issues.
Customized Training Programs

Services range from video scripts, video production, interactive media, computer-based training, Internet-based training, company specific training manuals, workbooks, and reinforcement materials to consulting and project management.

Feel free to contact us for a proposal.

“Untrained, unmotivated employees are murder on your business.”
Bill Gillette

Check out our client list and recommendations for companies using our services to train and motivate their employees.

Company History | Media Attention | Client List | Speaking Invitations | Video Programs