FOCUS ON RETAIL - Inclusive Customer Service

This workshop is designed to support retail, hospitality and tourism businesses in delivering more inclusive and accessible customer service.

As customer expectations evolve, retailers who embed inclusive practices are better positioned to build loyalty, broaden their customer base, and improve profits.

This session will provide practical, real-world guidance to help staff and management manage diverse customer needs and respond with confidence and care.

Key Topics Covered:

• Why Inclusive Customer is critical to the success of your business

How inclusivity positively impacts on your business and your customers

• Delivering a Positive Customer Experience

Exploring key service touchpoints from first impressions and how small actions shape overall customer perception and satisfaction.

• Recognising Diverse Customer Needs

Including disability, neurodiversity, age, language, and cultural differences.

• Removing Barriers to Service

Identifying and addressing physical, sensory, and communication challenges.

• Inclusive Communication Techniques

Practical tools for respectful, clear, and adaptable communication with all customers.

• Staff Confidence & Empowerment

Lack of confidence or fear of saying something wrong can be a real issue. Building confidence is key. “Just Ask” Is one of the techniques we use to encourage staff.

• Case Studies & Best Practice Examples

Highlighting simple, proven changes that lead to better outcomes outcomes.

• Quick Wins & Ongoing Actions

Easy steps retailers can implement immediately, and strategy for continued improvement