What Your Front Line Staff NEED to Know – Accessible Customer Service

If your Customer Service Reps don’t know how to interact with Canadians with disabilities you lose the business of 3.8 million people. Learn how to provide accessible customer service!


Image of the words Accessible Customer Service Plan with various symbols representing different disabilities

Its simple. If your Customer Service Reps don’t know how to interact with Canadians with disabilities you lose the business of 3.8 million people. Don’t worry! This article will explain and summarize how your staff can provide accessible customer service.

This is important for your business because as Marketers, this is another component of your company that can be utilized to demonstrate AUTHENTICITY, TRUST and that you CARE about your consumers. When you take a little extra step to assert that you want your consumers to be understood then it makes the job for Marketers easier. Heck “accessibility” itself will be another great keyword for you to use in your campaigns.

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Why is Accessibility Important to Your Business?

Learn how to tap in to a $25 billion dollar market. Why is accessibility important..or even necessary to your business?


Image of stop gap ramps in front of stores

The image above is from a great organization in Toronto called StopGap Foundation. They partner with communities and stores to promote accessibility while making their own stores more accessible.

I encourage you to understand accessibility as Universal Design which “refers to broad-spectrum ideas meant to produce buildings, products and environments that are inherently accessible to older people, people without disabilities, and people with disabilities” (Wikipedia). Keep in mind that Universal Design applies to people without disabilities as well. Think about how often you press the automatic door opener button. The elevator that takes you to the 20th floor (thank goodness you don’t have to walk up twenty flights). The moving walkway at Wal Mart that carries your shopping cart to the upper floor. All the signage at the airport that directs you to your gate. These are all examples of accessibility that also helps EVERYONE = Universal Design.

So consider, if you make your own business, site or app more accessible, who knows how many others would take advantage of the assistance. Continue reading “Why is Accessibility Important to Your Business?”

Is Your E-Book Accessible? A Guide on How to Reach an Extra 3.8 Million Canadians

Reach millions of more Canadians by applying these tips. Share this easy to read guide on making accessible PDF documents.

Screenshot of a certificate of completion for Document Accessibility Training by Marta

Calls-to-action: “Sign up with us to receive a free e-book on..blah blah” Would you be interested to learn how to get those few extra downloads? Make it accessible. In 2012, 3.8 million Canadians reported having a disability (Statistics Canada), I’m sure one or two of those 3.8 million would download your e-book if it was accessible. If it was possible to get a few extra downloads just by applying some easy tips wouldn’t you do it?

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First blog post – It Began at UTM

How I got in to Digital Marketing, PR and Communications.


UTM – University of Toronto Mississauga

It began here. Somewhere around that building.

Lets back track a little bit. Lets go back to June 2015. My graduation ceremony at York University. I received a neat little degree, Bachelor of Arts in Psychology, previously worked on campus in our student union Access Centre where students with disabilities can use the space as quiet time, check out our software which included Kurzweil, Dragon and Zoomtext and learn more about academic accommodation. So I walked away with a degree and experience in Accessibility. So I set my goals on working to implement AODA (Accessibility for Ontarians with Disabilities Act) in Ontario.

Unfortunately. After four months of searching and applying I remained unemployed. Believe me. I applied everywhere.

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