Inclusive Customer Service
Build the confidence and capability to create accessible and inclusive customer experiences.
Descriptive Transcript
00:01 – 00:06
[Upbeat music plays. Background shows a film set]
[Onscreen text: In a perfect world, we’re all complaining about the same things.]
[No spoken dialogue]
00:06 – 00:11
[Upbeat music continues. Screen transition to show Oliver, a wheelchair user enters the frame. The camera zooms in on his face]
[Onscreen text: We are not there yet.]
[No spoken dialogue]
00:11 – 00:13
[Quick scene transitions. People enter one by one and sit in the chair at the centre of the set.]
<v Director>: You look very relaxed.
00:13 – 00:14
[Transition continues]
<v Celine>: I’m very nervous
00:14 – 00:17
[Transition stops with Oliver facing the camera and speaking]
<v Oliver>: Yep, sweet. Thank you.
00:18 – 00:23
[Transition continues with Maz and Elvin entering the screen one after the other]
<v Juttima>: Do I look at you guys? Hi!
00:23 – 00:25
[Quick scene transitions. People look directly at the camera.]
Oliver: “I wish…”
Maz: “I wish…”
Travis: “I wish…”
00:25 – 00:29
[Transition stops with Travis, holding a white walking stick, facing the camera and speaking]
<v Travis>: I wish the worst part of shopping was finding the right shampoo.
00:29 – 00:32
[Transition moves to Juttima, facing the camera and speaking]
<v Juttima >: I wish the worst thing about traveling is waiting in line.
00:33 – 00:36
[Transition moves to Celine, facing the camera and speaking]
<v Celine >: I wish the worst thing about Uni (university) was fighting my nerves.
00:37 – 00:39
[Transition moves to Elvin, facing the camera and using Auslan to communicate]
<v Elvin>: I wish the worst thing about going to a café was which milk to order
00:39 – 00:47
[Transition moves to Juttima, facing the camera and speaking]
<v Juttima >: I wish the worst thing about travelling is the plane food. There was one time that I had a crew ask me, do you really need a wheelchair?
00:47 – 01:03
[Transition moves to Oliver, facing the camera and speaking]
<v Oliver>: I wish the worst thing about work; was how nasty the fridge gets. If I performed in in venues in Melbourne that were actually accessible with all the features, bathrooms, ramps, lifts, I’d probably do (only) two gigs a year.
01:03 – 01:05
[Onscreen text: The worst thing about anything, should be the same for everyone.]
[No spoken dialogue]
01: 06 – 01:10
[Transition to Maz, facing the camera. On-screen text: “Maz Strong – GSA Team Member and Former Paralympian.”]
<v Maz>: At Get Skilled Access, we have some lived experience to help your organisation…
01: 11 – 01:14
[Transition to Oliver, facing the camera, he continues from Maz. On-screen text: “Oliver Hunter– GSA Team Member and Comedian.”]
<v Oliver>: Take the next step in your access and inclusion journey.
01: 14 – 01:20
[Transition to Paul, facing the camera, he continues from Oliver. On-screen text: “Paul Knox – GSA Team Member and Carer.”]
<v Paul>: Accessibility isn’t an add-on; it’s a business advantage.
01: 20 – 01:24
[On-screen text: “Creating a world where people with disability can just be.”]
<v Paul>: So to help create a world where people with disability can just be, get in touch.
01: 24 – 01:29
[Transition moves to Oliver, facing the camera and speaking]
Feel free if you say, “We got that. Move on.” Like, just cut me off if I’m talking too much.
01: 29 – 01:32
[On a yellow screen GSA logo appears at the centre of the screen with the website www.getskilledaccess.com.au at the bottom]
[No spoken dialogue]
Every customer interaction shapes how people experience your organisation.
When accessibility and inclusion are not considered in customer service environments, barriers can emerge that impact participation, confidence and overall customer experience.
This course provides practical guidance to help customer-facing teams build the knowledge, confidence and skills required to deliver accessible, inclusive and respectful customer service.
Duration: Approximately 20 minutes
Delivery: Self-paced digital learning
Access: 12-month licence options available
Course Overview
Providing inclusive customer service is about more than good intentions.
It requires an understanding of accessibility, effective communication and the diverse ways people access services and interact with organisations.
This course introduces the foundations of disability inclusion within customer service environments and provides practical strategies that can be applied across everyday customer interactions.
Participants will explore disability, accessibility, inclusive communication and different access requirements while building confidence to respond respectfully and appropriately in a range of customer service situations.
The focus is not perfection. It is awareness, confidence and practical action.
Who Is this course for?
This course is designed for organisations and professionals who interact directly with customers, clients, visitors, participants or community members.
It is suitable for:
- Customer service teams
- Frontline staff
- Reception and administration teams
- Visitor experience teams
- Community engagement teams
- Retail and hospitality teams
- Venue and event staff
- Local government customer-facing teams
- Library and community service staff
- Contact centre and support teams
- Individual professionals seeking to strengthen customer service capability
The course can be delivered organisation-wide or accessed individually through the GSA Learning platform.
Course Structure
The course is delivered through seven structured modules designed to build understanding, confidence and practical workplace capability.
Module 1: Understanding Disability, Accessibility and Inclusion
Build a foundational understanding of disability, accessibility and inclusion and explore how these concepts influence customer experiences.
Key topics include:
- Contemporary perspectives on disability
- Accessibility and inclusion fundamentals
- Disability in the Australian context
- Barriers to participation and customer experience
Module 2: Inclusive Conversations
Develop confidence using respectful language and communication practices that support positive customer interactions.
Key topics include:
- Inclusive communication principles
- Contemporary disability language
- Providing assistance respectfully
- Practical customer service communication strategies
Module 3: Different Requirements within Customer Service
Explore different access requirements and understand practical approaches for supporting diverse customer needs.
Key topics include:
- Understanding diverse access requirements
- Communication and customer interaction considerations
- Supporting customers with different disability experiences
- Applying inclusive approaches across customer service settings
Why learn with GSA?
Build practical disability inclusion capability through learning developed by accessibility specialists, informed by lived experience and shaped by real-world work with organisations across Australia.
- Developed by accessibility specialists: Designed by professionals who work directly with organisations to improve accessibility and inclusion across workplaces, services, events and community environments.
- Informed by lived experience: Course content is shaped by the perspectives and experiences of people with disability and people with lived experience of disability.
- Focused on practical application: The focus is on implementing accessibility and inclusion principles in professional environments, not simply understanding theory.
- Trusted by organisations across Australia: Informed by work delivered across government, healthcare, education, sport, events and corporate sectors throughout Australia.
What's included
GSA Learning provides flexible online learning designed to support practical implementation.
Included with this course:
- Self-paced modular learning
- Interactive knowledge checks
- Video content informed by lived experience
- Real-world examples and scenarios
- Practical reflection exercises
- Completion certificate
- 12-month access options
- Organisational reporting capability
Access is licensed on an annual basis, with individual and organisational enrolment options available.
Powering Inclusion for Australia’s Leading Organisations.
Trusted by public and private sector leaders to develop the inclusive environments necessary to support employees with disability.
Frequently asked questions
What is the Inclusive Customer Service course?
This course provides foundational disability inclusion and accessibility training for organisations and professionals.
Participants develop an understanding of disability, accessibility, inclusive communication, Universal Design and workplace inclusion practices through structured online learning.
The focus is on practical application and building capability that can be applied in professional environments.
Do participants receive a certificate?
Yes.
Participants receive a certificate of completion once all course requirements have been successfully completed.
Can organisations track learner progress?
Yes.
Organisational enrolment options include administrative reporting capabilities that allow organisations to monitor participation and course completion.
Who develops GSA Learning courses?
GSA Learning courses are developed by accessibility specialists, informed by lived experience and shaped by real-world work with organisations across Australia. Course content reflects practical experience across government, healthcare, education, sport, events and corporate sectors.
Have questions? We’re ready to help
Get in touch now
I understand that my data will be hold securely in accordance with the Privacy Policy