Channel Islands Co-op staff have completed training to better support disabled customers.
Staff and managers, including colleagues from Jersey, took part in a bespoke course delivered by disabled presenters from Guernsey charity UnLtd on Friday 18 September.
The Disability Confidence Training was developed following interviews with Co-op staff about the challenges they face when serving customers, including those with hidden disabilities, across supermarkets, pharmacies and petrol stations.
Drawing on their own lived experience, the presenters helped participants build practical communication and problem-solving skills. Activities used realistic scenarios identified during the staff interviews, covering support for customers with physical, sensory, neurological and hidden disabilities.
Vicki Johnson, from Co-op Guernsey, said: “At Co-op, we want every customer to feel welcome, respected and able to access our services with confidence. One of the best ways to achieve that is by listening to disabled people themselves. This training gives our colleagues the opportunity to learn directly from people with lived experience, helping us better understand the barriers some customers face and how we can respond in a positive, practical and inclusive way. We are proud to be working with UnLtd on this important initiative and hope it helps us continue improving the experience we provide for all members of our community.”
The Co-op also supports Shopping UnLtd, an accessible shopping and transport service for people who face barriers to shopping independently because of disability or mobility difficulties.
Tim Feak, Development Manager at UnLtd, said: “Disabled people are experts by experience. Our presenters share real stories from their own lives, giving participants an opportunity to develop the confidence and practical skills needed to support disabled customers effectively. We are delighted to be working with Co-op on this bespoke programme and hope it demonstrates how retailers can make simple changes that have a significant impact on customer experience.”
UnLtd hopes the initiative will encourage other retailers to invest in disability confidence training and involve disabled people directly in improving customer service.
Martin O’Connor, an UnLtd presenter, said: “I think most people want to do the right thing when it comes to interacting with disabled people but often lack the experience and knowledge to do so confidently. They can also feel anxious about doing or saying the wrong thing. Even well-intentioned attempts at inclusion can fall flat if they haven’t consulted the experts: disabled people. I love being involved in the course. People learn about the challenges we face, and we learn how they feel. It’s great to be listened to. You can’t ask for more than that.”
