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Experience & Engagement Training 101
- 1. Experience & Engagement Training 101 Oakland Zoo Vol. 1
- 2. Great Guest Experience The Zoo is committed to providing an outstanding experience for Zoo visitors, delivering a rich array of education programs and a great family experience.
- 3. Our Mission is… The mission of the Oakland Zoo is to inspire respect for and stewardship of the natural world, while providing a quality visitor experience.
- 6. Experience • What the guest goes through • Involves meeting, or ideally, exceeding customer expectations • Subjective, since each customer’s perception and expectations vary • A result of customers’ past interactions with you
- 7. Engagement • What the brand does • Involves providing something of value beyond your services • Objective (but personalized), since it’s based on the company’s interactions • A process that gets guests involved and encourages to interact with you in the future
- 8. Experience & Engagement T H E I M P O R T A N C E O F C U S T O M E R E X P E R I E N C E No matter how affordable your pricing is, how well you market your products, or how much you try to engage your customers, only a good customer experience will make customers want to continue to do business and engage with you. Simply put, a great customer experience leads to great customer engagement, brand loyalty, and advocacy. T H E I M P O R T A N C E O F C U S T O M E R E N G A G E M E N T Today’s customers have a lot of options at their fingertips. They can easily educate themselves, and often make purchases based on their own research. That’s why it’s important to make sure you’re on their mind consistently. It needs to be clear that you value your relationship with your buyers—not just the money they spend. Here’s what great customer engagement can do for you: • Provide valuable customer feedback and insights on customer expectations • Improve customer experience • Strengthen brand loyalty and advocacy, especially in conjunction with a great customer experience
- 9. If you provide a positive customer experience, your customer should become more engaged.
- 10. Objectives First Impressions Matter Communicate Effectively Build Relationships with Guests Identifying Guest Needs Making Guests Feel Valued Resolving Guest Matters & Responding to Different Guests Putting it All to Work
- 12. First Impressions Matter First impressions are mental snapshots you take when you first encounter a person or situation. First impressions include a person’s looks and actions, including: • general grooming and cleanliness • Clothing • voice tone • Attitude • body language • posture.
- 13. Consider the following: 1. People see you first, hear you second: The first step to making a good first impression is your appearance. When you do not have a nice appearance, you might present an obstacle that blocks your customers from forming a positive first impression. 2. Wear appropriate clothing for the type of work you do: Wear your uniform with pride! 3. Make sure you are groomed: This means your hair and fingernails are clean and neat; your hygiene has been considered; your clothes are clean; your uniform meets basic standards; and your overall image is welcoming and confident. 4. Maintain a relaxed and open demeanor: Your body language counts as much as your appearance. Whether you present an angry, bored, or friendly demeanor, it shows.
- 14. We work with our processes and policies…Our guests do not! We must be willing to look at things, which may make sense to us, through the lens of our guests. We live daily with our processes and policies, our guests do not.
- 18. Effective Communication • Make Eye Contact and Smile • Greet and Welcome Each and Every Guest • Seek Out Guest Contact • Display Appropriate Body Language at All Times • Preserve the Guest Experience • Thank Each and Every Guest
- 19. Make Eye Contact and Smile Start and end every guest contact and communication with direct eye contact and a sincere smile.
- 21. Greet and Welcome Each and Every Guest • Extend the appropriate greeting to every guest with whom you come into contact. “Good morning/afternoon/evening!” “Welcome!”/“Have a good day!” “May I help you?” • Make guests feel welcome by providing a special differentiated greeting in each area.
- 22. Seek Out Guest Contact • It is the responsibility of every crew member to seek out guests who need help or assistance. Listen to guests’ needs Answer questions Offer assistance (taking family photographs, for example)
- 23. Display Appropriate Body Language at All Times • It is the responsibility of every crew member to display approachable body language when performing their duties. + Attentive appearance + Good posture + Appropriate facial expression
- 26. Preserve the Guest Experience Always focus on the positive, rather than the rules and regulations. Talking about personal or job- related problems in front of our guests is unacceptable.
- 27. Thank Each and Every Guest Extend every guest a sincere thank you at the conclusion of every transaction. Extend every guest a thank you or similar expression of appreciation as he/she leaves your area.
- 28. Beyond simple gratitude, giving thanks will help deepen the relationship between you and your customers. About 68% of customers leave a brand because they believe the business doesn't care about them. But a 'thank you' shows you care about them as individuals and that you're interested in your journey together.
- 29. Build Relationships with Guests • TO PROVIDE THE BEST POSSIBLE SERVICE, YOU MUST GET CLOSE TO YOUR CUSTOMERS BY BUILDING A STRONG RELATIONSHIP WITH THEM.
- 31. Did you know… • that every customer contact results in a relationship
- 32. What Are People Saying About You? • When you are courteous and have a positive attitude toward your customers, you show that you care • By combining a favorable first impression, courteous treatment, and a positive attitude, you form the basis for a strong customer service foundation. Add effective communication skills, and you will be on your way to building long lasting relationships with your customers
- 33. Put it to Use! MIRANDA is an unlikely customer service employee. She is home from college for summer break and takes a part-time job at a women’s clothing shop in the local mall. MIRANDA has not worked in retail before, and she is unsure about how to interact with customers. Her new job is to greet customers and help them find what they need. On her first day, her manager explains her job duties, shows her where to locate stock in the backroom, and tells her to be friendly to customers “Be sure you say hi to the customers when they come in,” her manager says as she walks away. MIRANDA busies herself folding tops on the front display table. Beth Adams, meanwhile, is outside the store looking at the clothing display in the window. She comes into the store and notices MIRANDA.
- 34. This is MIRANDA’s first customer. She nervously says, “Hi.” She barely speaks above a whisper as she quickly glances at the woman and then back down to her work. MIRANDA continues to fold the tops while the woman browses. “Excuse me, can you see if you have this skirt in a size twelve?” Beth asks. MIRANDA nods, takes the item from Beth and retreats into the stock room without saying a word or making eye contact. When MIRANDA comes back she says, “Sorry, we don’t have it.” She speaks softly and looks at the floor as she speaks. “Oh, all right. Well, thanks for checking.” Beth walks out of the store.
- 35. What Went Wrong? How do you think MIRANDA made the customer feel from the time she came into the store until the time she left ? How do you think MIRANDA’s customer judged her relationship with the store?
- 36. Relationship Building Who are your customers? What do they expect from your company? How do your company’s products and services enhance their lives? How could knowing these three things have helped MIRANDA give Beth better service?
- 37. 5 Steps to Building Guest Relationships Establish Rapport Interacting Positively with Customers Identifying Customers’ Needs Making the Customer Feel Valued Maintaining Ongoing Relationships
- 39. Establishing a rapport begins the moment you start communicating with your customers. • Smiling at a customer can help establish a rapport by showing you are interested. How you establish a rapport depends on your customer interactions.
- 40. Think about how you answered these questions: 1.Who are your customers? 2.What do they expect from Oakland Zoo? 3.How do your company’s products and services enhance their lives?
- 42. Interacting Positively with Customers When you are positive and upbeat, people will respond likewise.
- 43. HOW COULD MIRANDA HAVE INTERACTED POSITIVELY WITH BETH? MIRANDA continues to fold the tops while Beth browses. “Excuse me, can you see if you have this skirt in a size twelve?” Beth asks. MIRANDA takes the skirt from Beth and says, “Yes, I’ll be happy to. This is a great skirt, and I love this shade of green.” “I love it too. I hope you have it, I could use a green skirt.” “I’ll be right back.” MIRANDA hurries into the stock room. She comes back with a different style green skirt and says, “I’m sorry, we don’t have that skirt in your size. I don’t know if you saw this one. I brought it because you mentioned you wanted a green skirt.” “Thanks, but that isn’t exactly what I was looking for.”
- 44. When Interacting Positively… Be Helpful Be Committed Be a Problem Solver Be Credible Believe in Your Product
- 45. Identifying Customers’ Needs Guests visit the zoo for all kinds of reasons. Sometimes, they are not very clear about their wants or needs. When you interact with guests, your task is to uncover their needs.
- 46. You can… Ask questions Ask Summarize customers’ needs Summarize Recommend solutions Recommend Handle objections Handle
- 47. What are our visitors general needs?
- 48. Making the Customer Feel Valued When you establish a rapport, interact positively, identify customer needs to make a valid recommendation, and make customers feel valued, you are on your way to building strong relationships.
- 49. Guests Feel Valued When You GO OUT OF YOUR WAY FOR YOUR CUSTOMERS REMEMBER YOUR CUSTOMERS LEARN YOUR CUSTOMERS’ PREFERENCES
- 50. Resolving Guest Matters • Most of your customers will be average people with average needs. • Most of your customers will be pleasant people who appreciate your help. • Some customers, though, will test your skills and, at times, your patience.
- 60. The overly friendly, flirty customer Be professional - Keep your end of the conversation on business - Do not foster overly friendly or flirty behavior by being overly friendly in return - Guide your conversation back to business - If a flirty customer continues, give a gentle reminder that you want to help—with a business solution - Feel empowered to call for backup
- 62. It is important to remember… • People with disabilities may have one or more areas in which their functioning is affected. A disability can affect hearing, sight, communication, breathing, understanding, mobility, balance, concentration or may include the loss of a limb. A disability may contribute to the way a person feels each day and affect their mental health. • Hearing ¬ May include a person who is deaf or hard of hearing • Mobility ¬ May include a person who uses a wheelchair, cane or other assistive device • Intellectual/Developmental ¬ May include a person who has Down syndrome, autism or cerebral palsy • Visual ¬ May include a person who is blind or has low vision • Speech / Communication ¬ May include a person who has Aphasia or a stutter • Learning ¬ May include a person who has dyslexia or ADHD • Mental Health/ Emotional Health Conditions ¬ May include a person who has bipolar disorder, depression or obsessive compulsive disorder Disability crosses all ethnicities, religions, social and financial backgrounds.
- 64. Service Animals • A service animal is defined by the ADA as any dog that is individually trained to do work or perform tasks for people with disabilities, such as guiding people who are blind, alerting people who are deaf, pulling wheelchairs, alerting and protecting a person who is having a seizure, reminding a person with mental illness to take prescribed medications, calming a person with Post Traumatic Stress Disorder (PTSD) during an anxiety attack or performing other duties. The work or task a dog has been trained to provide must be directly related to the person’s disability • TIPS FOR INTERACTING WITH SERVICE ANIMALS AND THEIR OWNERS ¬ Don’t ask the person what their disability is. ¬ You can ask how the animal assists the individual. ¬ Don’t ask the person to demonstrate the animal’s tasks. ¬ Don’t ask for proof of disability or training. ¬ Don’t pet or talk to the animal without asking the owner first, because it may distract the animal or harm the individual. ¬ Remember the animal is “at work” and contact should be limited to avoid distractions or added complications for the handler. ¬ Don’t feed the animal, as many of them are on strict diets. ¬ Don’t assume that the animal will bite. Service animals are selected for proper temperament and have been through many hours of training and socialization. ¬ Don’t assume the individual is blind, as many individuals have invisible disabilities such as epilepsy and heart conditions. ¬ Don’t charge extra fees, isolate from other patrons or treat them less favorably. ¬ Don’t think you are required to provide care or food for a service animal or provide a special location for it to relieve itself. For example, the person with a disability cannot ask or expect you to walk their dog outside.
- 65. The culturally different customer We live in a society made up of many cultures, languages, and customs, yet, people often do not know how to talk or act in the presence of a person from another culture. Kindness, a smile, honesty, and empathy translate into any language and across any barrier
- 67. Putting it All to Work
Editor's Notes
- Highly engaged customers buy more and are advocates of your brand. They refer friends, write positive reviews, and are more loyal. However, all it takes is one negative experience to damage the memory of the entire customer experience and the association with a brand. This can ultimately lead to a disengaged customer, who can act on their dissatisfaction by purchasing from competitors and letting others know.
- These elements, put together, make up your personal style. First impressions do matter. They matter a lot. When people see you for the first time, what is their first impression of you?
- This does not mean you have to sacrifice your personal style to please others, but when you are at work make sure your appearance is fitting for your business. Otherwise you may have to work harder for your customers to get to know the real you. Wear appropriate clothing for the type of work you do. Wear the type of clothing that fits the personality of your business. If you work in an expensive restaurant, you will dress quite differently than if you work in a fast food restaurant. When in doubt about what type clothing is suitable for your job, always lean toward dressing conservatively. Save your party clothes for parties. Save your torn jeans and old tees for hanging out with friends. Put all that together, and you present a groomed look. Hold your head high, and keep your facial expressions friendly. Make eye contact when talking with someone. Smile as often as appropriate; smile often. A smile goes a long way, both personally and interpersonally. When you smile, you feel better. When you smile, you make others feel better. Doing these three things will help your customers begin forming a positive first impression of you. Doing these three things shows that you care about yourself. What are your customers seeing?
- They showcase ways to customize service to individual guests. Practices such as smiling, greeting, and thanking guests are all well and good, but if these actions are restricted to rote, mechanistic behaviors, their effectiveness is severely limited. They are more properly seen as minimum expectations and a guide to the creation of customized service for individual guests.
- On properties the size of Disney’s resorts and parks, with annual guest lists of tens of millions of people, effective guest communication is a critical element in service delivery, and much of that communication flows directly from the cast to the guests. Accordingly, Disney’s performance tips require cast members to seek out guest contact, to listen to and answer questions, and to always offer assistance. But it is not enough to simply tell the cast to help guests; they must have the information they need to fulfill that task. Thus, we have a wide variety of service processes aimed at preparing our cast to give guests the answers they need on the spot. These processes are designed to provide the right information in the right manner at the right time. Some of them are meant to disseminate information to the cast throughout Disney’s properties. At Walt Disney World, for example, there is a biweekly newspaper written by and for the cast, Eyes & Ears, which has a bigger circulation than many community newspapers. It includes articles about new projects, attractions, and events, executive messages, etc. Pocket-size fastfacts cards have been printed and distributed so that cast members have information about new attractions and special events at their fingertips. And, of course, the corporate intranet has become an ever-more-effective means of communication over the past decade.
- Every customer deserves the same level of service
- You may not realize it, but even when customers only do business with a company once, they remember and judge the company by their relationship with the employees. Whether their relationship is good or bad, they will remember. They are also likely to tell others. People talk. They share their experiences with others.
- Relationship building is the cornerstone of customer service. Remember, to your customers you are the company Customers judge a business by their interactions with its employees From the moment a customer forms his first impression to the moment you complete your interaction with him, you have a valuable opportunity to build a strong relationship. The same applies to those customers who may not come back. When you interact positively and go out of your way to help each customer, you build a relationship. Those customers will remember the great service and will tell others about their experiences.
- Even though MIRANDA knew she would have to deal with customers, she did not understand the importance of building customer relationships. She wanted to work in this clothing store to get the employee discount. She never gave much thought to the job duties or the customers. Her manager showed MIRANDA where to locate stock in the backroom, showed her how to keep the displays neat, and told her to be friendly to the customers. But, what exactly does being friendly mean? To the manager, it might mean something quite different than what MIRANDA thinks. Unless MIRANDA knows specifically how she is supposed to interact with customers, she most likely will assume she is being friendly.
- We need to back up a moment before we continue. Remember that relationships begin when you establish a rapport with your customers. But to know how to establish a rapport, you need to define three things: Who your customers are; what they expect from your business; and how your company’s products and services enhance their lives.When you understand these three things, you will understand your customers’ general needs and wants. As a result, you will have a better idea of how to establish a rapport, how to find common ground and relate to your customers, and how to build strong relationships.
- Most likely Beth did not leave the store with a warm and fuzzy feeling. MIRANDA did nothing to make Beth want to hurry back. MIRANDA was unsure how she was supposed to act around customers, but anyone, even someone who is as inexperienced as MIRANDA, can learn to build positive relationships with customers. By learning the six steps below you will learn how to build and maintain positive and strong relationships with all your customers.
- Who are your customers? Are they men, women, tweens, teens, young adults, or all age groups? What do they expect from your company? Quality products? Good value? The best prices? Quick service? Products that will enhance their self-image? A large selection? The latest styles? How do your company’s products and services enhance the customers’ lives? Do they make the customers’ lives easier? Are they a necessity? Do they make your customers feel good about themselves? When you know the answers to these questions, you will have a good idea about how to relate to your customers. Armed with this knowledge, you can begin to establish a rapport with your customers. Establishing a rapport is the first step of relationship building. You begin every relationship by laying building blocks on top of the basic foundation
- No matter who your customers are, everyone appreciates someone who is friendly. When you smile and offer a friendly greeting, you put your customers at ease. You show them, from the start, that you are a person who is approachable and willing to help Be interested. The smile and greeting also show that you are interested. When you ask people how they are doing or ask how you can help, you are conveying the message that you are interested. Being interested means listening when customers respond. Imagine how you would sound if you asked a customer how he was doing, he said, “I’m having the worst day of my life. Really awful,” and with no emotion you responded, “Oh.” Not very interested, right? The customer most likely would be wondering why you bothered to ask. Being interested means listening and responding accordingly. Being interested means thinking of ways to brighten other people’s days. Be sensitive. When the customer said he was having the worst day of his life you could have said, “Oh my gosh. I’m sorry to hear that. What can I do to make your day better?” Not only are you interested, you are sensitive to the customer’s situation. Being sensitive means being empathetic and considerate of other people’s situations. Even if you can not personally understand or relate to what the customer is saying, you can be sensitive in your response. Be trustful. The best way to demonstrate that you can be trusted is by being honest and ethical in everything you do. When you always act with integrity, your personality reflects your honesty. If you are friendly and helpful with a customer and later make fun of him within earshot of other customers, you do not come across as being a trustful person. Being trustful includes treating people with dignity and respect Find common ground. When you listen to your customer’s statements and responses, try to find something you have in common. To the customer who is having a bad day, you might respond, “I’m sorry to hear that. I had one of those days yesterday. Nothing seemed to go right for me.” The customer will appreciate that you can relate to having a bad day. Even if you did not have a bad day to relate to, there are other ways to find common ground. Empathize with the customer. Ask a question. Show interest. In other situations, you can relate by complimenting the customer on something she is wearing, by saying something about yourself, or even by talking about the weather.
- Once you establish a rapport, continue building your relationships by interacting with your customers in a positive manner. When you are positive and upbeat, people will respond likewise. It is hard to stay down with someone who is upbeat. What type of people do you like to be around? Those who bring you up? Or those who drag you down? At work, be a person who brings others up
- MIRANDA was helpful. She demonstrated she was solution oriented by bringing a different green skirt. She showed she believed in her products by saying that Beth made a great choice.
- Be helpful. Show your customers you care. Go the extra mile for them. Do something to make other people feel good about themselves. Set a personal goal to help someone every day. You will feel better when you meet that goal. It is a great personal habit to get into Be committed. When you commit yourself to your company and to your customers, you will look for ways to make things better. No matter what you do today, do your best. Give today and every day 110%. Give your customers 110%. Be a problem solver. Be part of the solution rather than part of the problem. Look for answers rather than focusing on what is wrong. When you adopt a problem-solving approach you will find it hard to be negative. People who focus on problems complain; people who focus on solutions find ways to make a difference Be credible. This means being knowledgeable about your products and your company. Customers appreciate nice employees, but they value knowledgeable employees. Learn as much as you can about your product line. If you need additional technical training, ask your manager for it. Believe in your products. No matter what your company manufactures or sells, whether it is life insurance or clothing, you need to believe in your products. Otherwise you will never come across sincerely. Sincerity is borne out of believing in what you do. Believing that your products will help your customers is crucial to doing the right thing for them. It does not matter what line of work you are in, when you truly believe that your company’s products can help your customers, you will promote your products, your company, and yourself in a positive and sincere manner.
- Ask questions. In Chapter 2 you learned about open and closed questions. When customers do not know how to tell you what they need, it is your job to figure out what they need. Sometimes customers are not even sure they know what they need. Use open questions to get the customer talking. Remember, questions that begin with what, why, and how encourage customers to talk. Use closed questions to clarify an answer. Closed questions begin with who, would, how, and where. A question beginning with how can be either open or closed: Open, How do you think you would use this? Closed, How many times a week will you use it? Summarize customers’ needs. After you have asked enough questions to determine your customer’s needs, summarize your understanding of what the customer has told you. For example, “From what I understand, your son has allergies, and you are looking for a vacuum cleaner that will remove the greatest number allergens and is the least costly” or “You mentioned that you got your bill, and you were overcharged for. . . .” If your understanding is incorrect, ask more open and closed questions until you get it right Recommend appropriate solutions. When you ask enough questions, you get enough information to recommend the best solution. If your job is to sell products, you can make an appropriate proposal. If you handle billing issues and miscellaneous problems, you can find a workable solution. Make sure that your recommendations are based on what the customer told you. Refer to things the customer said when making your recommendation. “This is our most economic vacuum, and it will remove 99% of all allergens. With your son’s allergies, you want to make sure your vacuum picks up as many of allergen particles as possible.” Handle objections. Follow the steps you learned in Chapter 2. Listen to the customer’s objection. Acknowledge it. Follow up with a question. Consider the 83 JUMPING IN WITH BOTH FEET: RELATIONSHIP BUILDING customer’s answer. Following up on the vacuum cleaner sale, the customer says “Thanks, I’ll think about it.” You respond, “What questions do you have about this one?” “None, but it’s more than I wanted to spend.” “I can understand that, but this product is the most efficient for removing allergens. We do have cheaper models that I can show you, but none of them work as well as this one.” Answer the customer’s silent question, What is this going to do for me? When you can answer this question, you will be better able to get past the customer’s objections.
- Whether your interaction is a one-time conversation or an ongoing interaction with a customer who does repeat business with your company, your primary job is to communicate effectively and build positive relationships.
- Go out of your way for your customers. Do what you can to help them. Try to give them more than they asked for. When a customer asks a question, give a thorough explanation rather than a one word answer. Your customers will know when you go out of your way for them. MIRANDA could have easily let Beth walk out the door when she could not find the skirt she wanted. By going out of her way, she not only made Beth feel valued, she also had the possibility of making a sale Remember your customers. Nothing makes a customer feel more valued than being remembered. Remember your repeat customers and acknowledge them. Customers who do repeat business with a company appreciate being recognized. When customers are treated as though they are invisible, they might just become invisible. Learn your customers’ preferences. If you deal with the same customers repeatedly, get to know what they like. If you have too many customers to remember each one’s tastes, you could start a card file or a computer file and note your repeat customers’ preferences and other information you might want to remember about them. Next time they come in, try to incorporate their preferences into your conversation. Your customers will be impressed that you remembered.
- Besides the average, everyday people with whom you regularly interact, here are some other customer “types” and tips on how to interact positively with them.
- Maintain a professional demeanor. Smile. Try to put the customer at ease. Speak softly and control your voice inflection. Never take on the same tone this type of customer uses with you. Speak in a positive, upbeat tone of voice. When you stay calm, you stay in control. When you stay in control, you will be able to help this type of customer without coming unglued. Remember, pushy, obnoxious customers are not like this only with you. This is part of their personalities and perhaps being pushy is the only way they know how to act. In other words, do not take their behavior personally.
- Maintain a professional demeanor. Smile. Try to put the customer at ease. Speak softly and control your voice inflection. Never take on the same tone this type of customer uses with you. Speak in a positive, upbeat tone of voice. When you stay calm, you stay in control. When you stay in control, you will be able to help this type of customer without coming unglued. Remember, pushy, obnoxious customers are not like this only with you. This is part of their personalities and perhaps being pushy is the only way they know how to act. In other words, do not take their behavior personally
- The overly friendly, flirty customer—be professional. Keep your end of the conversation on business. These customers can be difficult to handle because they do not see their behavior as being out of line. It is up to you to control the conversation. Do not foster overly friendly or flirty behavior by being overly friendly in return. Guide your conversation back to business. If a flirty customer continues, give a gentle reminder that you want to help—with a business solution.
- The definition provided by the Americans with Disabilities Act provides a broad definition of who is protected and considered to be a person with a disability. Some individuals are born with a disability, while others may acquire their disability due to an accident, illness or as a part of the aging process. KEEP IN MIND TIP: It is important to remember that persons with disabilities are PEOPLE first who have more in common with you than NOT and should be treated like everyone else. MYTHS AND STEREOTYPES We are all individuals with commonalities and differences and that is true for persons with disabilities as well. As an instructor, it is important to remember to not show pity or put an individual up on a pedestal – everyone should be treated as equals regardless of one’s abilities. When working with people with disabilities, it is important to avoid stereotypes. To debunk common stereotypes and myths, below are some key items to note about persons with disabilities: ¬ Persons with disabilities are all ages, come from diverse cultures and financial backgrounds. ¬ People with disabilities work. ¬ People with disabilities have families. ¬ Not all persons with disabilities are on or receive benefits such as SSI, Medicaid, etc. ¬ People with disabilities have goals and dreams. ¬ All people with disabilities do not necessarily want or need assistance. ¬ People who are blind or have low vision may wear glasses. ¬ People who are deaf may use their voice and may be able to read lips, but not all. ¬ Not all people who use wheelchairs are completely paralyzed – some may be able to walk short distances. ¬ Delayed or slow speech is not necessarily a sign of a slowed mental process. ¬ Persons with learning disabilities can be highly intelligent individuals; they simply have a different way of learning.
- Dogs whose sole function is to provide comfort or emotional support do not qualify as service animals under the ADA. Although the new definition of a service animal under the ADA does specify dogs only, it does allow for the possibility of miniature horses to also act as service animals. This definition does not affect or limit the broader definition of “assistance animal” under the Fair Housing Act or the broader definition of “service animal” under the Air Carrier Access Act. Some state and local laws also define service animal more broadly than the ADA. Information about such laws can be obtained from a state attorney general’s office. TIPS FOR INTERACTING WITH SERVICE ANIMALS AND THEIR OWNERS ¬ Don’t ask the person what their disability is. ¬ You can ask how the animal assists the individual. ¬ Don’t ask the person to demonstrate the animal’s tasks. ¬ Don’t ask for proof of disability or training. ¬ Don’t pet or talk to the animal without asking the owner first, because it may distract the animal or harm the individual. ¬ Remember the animal is “at work” and contact should be limited to avoid distractions or added complications for the handler. ¬ Don’t feed the animal, as many of them are on strict diets. ¬ Don’t assume that the animal will bite. Service animals are selected for proper temperament and have been through many hours of training and socialization. ¬ Don’t assume the individual is blind, as many individuals have invisible disabilities such as epilepsy and heart conditions. ¬ Don’t charge extra fees, isolate from other patrons or treat them less favorably. ¬ Don’t think you are required to provide care or food for a service animal or provide a special location for it to relieve itself. For example, the person with a disability cannot ask or expect you to walk their dog outside. EXPECTED BEHAVIORS REGARDING SERVICE ANIMALS ¬ Expect that the animal will be kept under control by the handler at all times. A handler cannot be asked to remove their service animal unless: ¬ The animal is out of control and the owner does not take effective control (for example, excessive barking), or ¬ The animal poses a direct threat to the health or safety of others. ¬ Service animals are allowed into all public establishments. An establishment owner or manager may ask the person if they have a disability if an animal is a service animal, or how the animal assists the individual. They cannot, however, require special ID cards or certification for the animal or ask specifics about the person’s disability