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Formation EDE
Icone Relation Client

UNDERSTANDING THE HANDICAP

Customer Relations

Customer Services


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Objectives

  • Being able to take into account the specific needs of customers with reduced mobility in order to meet them with an appropriate attitude and speech
  • Knowing and complying with the European regulations as well as safety and security rules

Participants

Personnel in direct contact with customers

Contents

  1. Presentation of the European regulatory obligations
  2. Presentation of the TEX service
  3. Presentation of the SAPHIR service
  4. Explanation of the differences between handicap, deficiency and disability
  5. Presentation of the mental deficiency: related gestures, attitude and speech
  6. Presentation about the sensory impairment: related gestures, attitude and way of speaking
  7. Presentation about the motor handicap: related gestures, attitude and way of speaking