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Agenda on Customers
The Forum's Agenda on Customers, sponsored by Lloyds TSB, and launched in November 1997 covers all aspects of customer care for disabled people. It includes the design of products and services for disabled customers, the physical environment and communication with customers. The Agenda was developed in direct response to members' requests for a strategic planning framework; as a tool to help organisations develop and share best practice, plan action and measure progress.
Lloyds TSB director of central services, Mike Fairey at the Agenda's launch said:
“We are committed to the business and ethical case for getting it right for disabled customers. We believe that the Agenda we have sponsored is designed to do this and provides achievable goals for us and other organisations.”
Policy and top level commitment
Service to disabled customers will form an integral part of the company's product and service standards. A company-wide policy will be agreed by the top team and communicated to the rest of the company.
Market research
Steps will be taken to understand disabled people's preferences and requirements. Complaints and customer feedback mechanisms will be made accessible to disabled customers.
Design of products and services for all
Regular reviews of the accessibility of products and services to disabled people will be undertaken and acted upon. Whenever possible, the company will consult disabled people as experts and consumers on product and service design.
Physical environment
All reasonable steps will be taken to ensure that the physical environment does not prevent disabled people from doing business with us.
Staff training and disability awareness
Specific steps will be taken to raise awareness of disability among employees involved in developing, marketing and delivering products and services to customers. Training will be made available to communicate service standards and to equip employees to achieve these.
Communication with customers
The availability of accessible products and services will be communicated to disabled customers, while advertising and other images will reflect a diverse customer base. A variety of formats will be used in our communications with customers.
Influencing other organisations
Major suppliers, contractors and franchisees will be encouraged to adopt this agenda.
Involvement in the wider community
The company will recognise and respond to disabled people as suppliers, shareholders, employees and members of the community.
Monitoring performance
Progress in implementing the key points of this Agenda will be monitored at Executive level.