MAY I HELP YOU?
ACCESSIBLE CUSTOMER SERVICE QUIZ
Taking this quiz will help you review the material and discover how much you have learned and
retained.
This Quiz must be completed and remitted within 7 days of receipt to:
Clerk’s Department
360 Pitt Street
Cornwall, Ontario
K6J 3P9
Attention: Manon L. Poirier, Deputy Clerk
Name:
________________________________________________________________
Title (if applicable:
________________________________________________________________
Department / Division
or Committee: ________________________________________________________________
Date:
_____________________
1
Accessible Customer Service
Quiz
Accessibility for Ontarians with Disabilities Act (See pages 1 to 4 of Guide)
1.
The Accessibility for Ontarians with Disabilities Act was passed in what year?
2000
2.
2003
2005
2007
The vision behind the AODA is to achieve accessibility for Ontarians with disabilities by
2025.
True
3.
False
Under the AODA, different standards on accessibility are being developed that will set
requirements for the identification, removal, and prevention of barriers for people with disabilities
in key areas of daily living.
True
4.
False
Persons with disability are entitled to equal opportunity.
True
False
Serving Customers with Disabilities (See pages 4 to 11 of Guide)
5.
A positive attitude is important when meeting or helping a person with a disability.
True
6.
False
Accessible Customer Service means that you have to:
Determine who is disabled and how you have to serve them
Provide notice if a service is going to be unavailable by posting the information at
a conspicuous place at the location of the disruption and by posting it on the City’s
website or by such other method as is reasonable in the circumstances.
Learn how to communicate in sign language
All of the above
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Accessible Customer Service
Quiz
7.
When you are serving a person with a disability and are unsure if they need help, you
should:
Go ahead and help them – if they don’t like it, they’ll say so.
Ignore them until you have time for them – serve the easiest customers first.
Always serve your customers with disabilities away from other customers.
Wait and see if they really are customers – maybe they’ll change their minds and
go someplace else.
Ask “May I help you?”
8.
Which of the following statements is always true?
Older people are all hard of hearing.
Avoid touching a service animal without permission.
Support people are paid employees of persons with disabilities.
People who are blind cannot see anything.
9.
A person who has informed me that they have manic-depression can be called:
A mentally ill person
A mental patient
Insane
A person with a mental health disability, or a person with manic-depression.
10.
When serving a customer, you should always speak directly to your customer, not to
his/her support person or companion.
True
11.
False
When serving a customer, you should not ask him/her to repeat himself/herself if you
don’t understand him/her the first time. It might offend him/her.
True
12.
False
If you see someone in a wheelchair having trouble, you should give him/her a push.
True
False
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Accessible Customer Service
Quiz
13.
Nine out of ten people who come to the Canadian National Institute for the Blind (CNIB)
have some degree of vision.
True
14.
False
Avoid touching, talking to or making eye contact with service animals: they are working
animals and need to stay focused.
True
15.
False
Service animals are not allowed in the washrooms of City buildings.
True
16.
False
A support person can be a family member or a friend of the person with a disability.
True
17.
False
Assistive devices enable a person with a disability to do everyday tasks and activities.
True
18.
False
If you need to communicate by telephone with a person who is deaf, orally deaf,
deafened or hard of hearing, you can use the Relay Service. The number for the Relay Service
is:
911.
411.
1-800-855-0511
A number that has a 416 area code.
Accessible Customer Service Corporate Policy (See pages 12 to 23 of Guide)
19.
The four principles of Accessible Customer Service are:
Equal Opportunity, Independence, Dignity and Integration
Special Attention, Admiration, Praise and Appreciation
Accessible, Fast, Standardized, Simplified
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Accessible Customer Service
Quiz
20.
If it is not readily apparent that an animal is used by a visiting person for reasons relating
to his or her disability, do you have the right to request a letter from a physician or nurse
confirming that the person requires the animal for reasons relating to the disability.
Yes
21.
No
In situations where the City has obligations under privacy laws or has issues of
confidentiality or professional obligations, can a support person be requested to agree to
requirements of service just as the person with a disability does?
Yes
22
No
(a) Are employees, agents, volunteers and committee members authorized to accept
a completed Feedback Form?
Yes
(b)
No
Who should get a copy of the feedback?
Supervisor / Manager
Human Resources
Mayor’s Office
Clerk’s Department
23
If anyone requests a copy of the City’s Accessible Customer Service Corporate
Policy, where will you direct him or her?
City’s Website
City Hall
Cornwall Public Library
Social and Housing Services
Aquatic Centre
All of the Above
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Accessible Customer Service
Quiz
24.
Where will you find completed Notices of Disruption Forms for particular facilities or
services of the City that are temporarily unavailable.
___________________________________
___________________________________
25.
What will you do differently from now on?
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
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Accessible Customer Service
Quiz