DealerPILOT is committed to accessibility.
Our Commitment
DealerPILOT is committed to taking every reasonable effort to ensure our policies, practices and procedures are consistent with the principles of equal opportunity, independence, dignity and integration for individuals with disabilities. The following content will provide awareness regarding how DealerPILOT will ensure accessible customer service.
Communication
When communicating with coworkers, customers, or any other individual at DealerPILOT, we will use the following best practices as applicable to increase our accessibility:
- I will always introduce myself by name
- I will ask how I may be of assistance
- Speak in a normal tone and volume of voice and listen carefully
- I will always attempt to make eye contact to ensure the customer knows I am communicating with him/her
- I will keep my hands or any object away from my mouth and face when communicating
- I will follow the customers lead when communicating
- If I don’t understand the customer I will respectfully ask them to repeat their statement
- I will use close ended questions inviting a Yes or No response
- Be understanding and reassuring at all times
- Provide examples or analogies when providing information
- I will verify understanding through acknowledgement statements
- Provide information in small segments
- I will avoid interrupting or trying to finish the customers sentences
- If something isn’t working correctly I will ask what I can do to help
- I will allow extra time and be patient during the process
- I will offer to read or summarize information that is in writing
- I will always be clear and precise when providing instruction or direction
- I will always talk directly to the customer
- I will avoid having side conversations
Use of Assistive Devices
If a customer requires the use of an assistive device, all staff will:
- Be open and willing to work with the assistive device
- Focus on the individual/customer, not their assistive device
- Ensure the environment is free from obstacles
- Ask the customer before touching the assistive device
- Attempt to talk with the customer at their eye level
- Avoid blocking or bumping the assistive device
- Ensure the customer has sufficient space to use their device
- Offer assistance and receive acknowledgement before providing help
