Customer Service Policy
Providing Goods and Services to People with Disabilities
1. Our Commitment
Demeyere Chrysler is committed to providing its services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.
2. Providing services to people with disabilities
Demeyere Chrysler is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:
a) Communication
We will communicate with people with disabilities in ways that take into account their disability.
We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
b) Telephone services
We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
We will offer to communicate with customers by email if telephone communication is not suitable to their communication needs or is not available.
c) Assistive Devices
We are committed to serving people with disabilities who use assistive devices to obtain, use, or benefit from our services. We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.
d) Correspondence
We are committed to providing accessible correspondence to all of our customers. For this reason, correspondence will be provided in the following formats upon request: hard copy, large print, and email.
3. Use of service animals and support persons
We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers, and other dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Demeyere Chrysler’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
4. Notice of temporary disruption
Demeyere Chrysler will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services in the event of a planned or unexpected disruption in the facilities or services usually uses by people with disabilities. This notice will include information about the reason for the disruption, the anticipated duration, and a description of alternative facilities or services, if available.
This notice will be posted on our website www.demeyerechrysler.com and notice will be placed at the public entrance on our premises.
5. Training for staff
Demeyere Chrysler will provide training to all employees and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approval of customer service policies, practices and procedures.
This training will be provided to all new staff members within a six-month period calculated from the commencement of their duties.
Training will include the following:
· The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
· How to interact and communicate with people with various types of disabilities
· How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
· What to do if a person with a disability is having difficulty in accessing Demeyere Chrysler’s services
· Demeyere Chrysler’s policies, practices, and procedures relating to the customer service standard.
Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices, and procedures.
6. Feedback process
The ultimate goal of Demeyere Chrysler is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way Demeyere Chrysler provides service to people with disabilities can be made verbally or by email directed to [email protected]. All feedback will be directed to Derek Demeyere, General Manager of Demeyere Chrysler. Customers can expect to hear back within five business days.
7. Modifications to this or other policies
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.
8. Questions about this policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or the purpose of a policy is not understood, an explanation will be provided by the President/CEO of Demeyere Chrysler.