Accessible Customer Service for Customers with Disabilities

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1. 1

   What should an employee do first when a customer with a disability appears to need assistance?

   A Ask whether assistance is wanted and how best to provide it B Begin helping immediately based on the visible disability C Find another employee before speaking to the customer
2. 2

   Which highlighted feature of the service counter most directly improves access for a customer using a wheelchair?

   

   A The overhead information display B The lowered counter section with clear knee space C The tall divider between service stations
3. 3

   How should an employee behave around a customer's working service animal?

   A Pet the animal briefly to establish trust B Give the animal a treat after asking another employee C Speak to the customer and avoid distracting the animal
4. 4

   The image shows an employee guiding a customer who is blind. Which technique is appropriate?

   

   A Allow the customer to hold the employee's arm while the employee walks slightly ahead B Grip the customer's wrist and pull gently toward the destination C Push the customer from behind while giving directions
5. 5

   What is the best way to determine how a customer who is Deaf or hard of hearing prefers to communicate?

   A Assume written notes are always preferred B Ask the customer which communication method works best C Speak only through anyone accompanying the customer
6. 6

   What service does the accessibility symbol shown in the image indicate?

   

   A A quiet waiting area B A visual translation service C A hearing loop or compatible assistive listening system
7. 7

   How should an employee respond when a customer has difficulty speaking and needs extra time to finish sentences?

   A Listen patiently and ask for clarification only when needed B Complete the customer's sentences to speed up service C Ask the customer to communicate through a companion
8. 8

   What accessibility problem is most clearly shown in this service queue?

   

   A The service signs use consistent colors B Displays and barriers have narrowed the route C Customers enter and leave through the same lobby
9. 9

   Which communication method is generally most accessible when explaining a multi-step process to a customer with a cognitive disability?

   A Deliver all instructions quickly using technical terminology B Provide several optional procedures without identifying a sequence C Use plain language and present one clearly ordered step at a time
10. 10

    Which design practice makes an online customer service form more accessible to screen-reader users?

    A Give every field a clear, programmatically associated label B Identify required fields only by changing their color C Replace field labels with disappearing placeholder text
11. 11

    What is the best solution to the payment accessibility problem shown in the image?

    

    A Ask customers to disclose their disability before payment B Provide a portable or height-adjustable payment terminal C Have the employee enter every customer's private PIN
12. 12

    When a customer with a disability is accompanied by a support person, who should the employee address?

    A Only the support person, because they manage the interaction B Whichever person answers the employee's first question C The customer directly, while including the support person as requested
13. 13

    A customer requests extra time to complete a form because of a non-apparent disability. What is the most appropriate response?

    A Arrange reasonable extra time and request only information necessary to provide it B Require the customer to explain their complete medical history C Refuse because the same time limit must always apply to everyone
14. 14

    What critical accessibility deficiency is shown in this emergency route plan?

    

    A The route passes through a wide corridor B The only indicated exit route requires using stairs C The customer service area has more than one doorway
15. 15

    When may an employee move a customer's wheelchair, walker, cane, or other mobility aid?

    A Whenever it creates more space for other customers B Whenever the employee believes another location is safer C After receiving permission, except when immediate safety requires action
16. 16

    Which change would make the self-service kiosk shown in the image accessible to a wider range of customers?

    

    A Add high contrast, scalable content, audio support, and reachable controls B Use fixed small text and remove nonvisual output C Shorten the inactivity timeout and distinguish actions only by color