Training Materials

Training session: Female presenter uses sign language interpreter to provide training to two male participants one of which is African American

See the sections below for training materials to use in presenting brief sessions on disability etiquette and serving customers with disabilities, as well as archived webinars on various hospitality-related topics, including reservation systems for places of lodging, standards for accessible buildings and facilities, service animals, and more.

Customer Service

This brief presentation on interacting with people with disabilities is designed for customer service staff and can be used independently or with a group.

PowerPoint Presentation

Serving Customers with Disabilities

Handouts and Supplementary Material

At Your Service, 20 minute film on serving customers with disabilities, available in English and Spanish

Quick Tips: Customer Service for Front Line Staff
Consejos Rápidos - Servicio al Cliente

Hospitality and Disability: Tips for the Hotel Front Desk

ADA 2010 Revised Requirements: Service Animals

Frequently Asked Questions about Service Animals and the ADA

Fact Sheet: Food Service: Accommodating Diners with Disabilities (ADANN)
Hoja de Datos: Servicios De Comida: Cómo Ajustarlos a Comensales Con Discapacidades (ADANN)

Choose supplementary materials that suit your audience, and check out the "Customer Service" section of our Publications collection for more information that may be of interest to customer service staff or management, including more detailed information on serving individuals with disabilities and tax incentives for improving access.