{"id":4603,"date":"2025-11-12T16:36:05","date_gmt":"2025-11-12T16:36:05","guid":{"rendered":"https:\/\/allin.online\/?post_type=standard&#038;p=4603"},"modified":"2026-10-20T01:07:40","modified_gmt":"2026-10-20T01:07:40","slug":"customer-service-points","status":"publish","type":"standard","link":"https:\/\/allin.online\/gd-gb\/standard\/customer-service\/during-a-visit\/customer-service-points\/","title":{"rendered":"Customer Service Points"},"content":{"rendered":"\n<div class=\"wp-block-ace-standard-fixed-content flex content-content bg_white padding indent two-column\"><div class=\"content_wrapper\"><h3 id=\"page_sub_nav\" class=\"mobile_only\">CS 2.03 Customer Service Points<\/h3><select aria-labelledby=\"page_sub_nav\" class=\"mobile_only\" id=\"nav_select\"><option value=\"#overview\">Overview<\/option><option value=\"#examples\">Practical examples<\/option><option value=\"#key_considerations\">Key considerations<\/option><option value=\"#definitions_list\">Definitions and acronyms<\/option><option value=\"#learning_resources\">Learning Resources<\/option><option value=\"#linked_standards\">Linked Standards<\/option><option value=\"#references\">References<\/option><\/select><div class=\"action_links mobile_only\"><a href=\"https:\/\/form.jotform.com\/252393341563356?standard=Customer Service 2.03 Customer Service Points\" class=\"feedback_link button bg_secondary white\">Give us feedback on this Standard<\/a><a href=\"https:\/\/allin.online\/gd-gb\/standard\/customer-service\/\" class=\"return_link\">Back to Customer Service<\/a><\/div>\n<div id=\"overview\" class=\"wp-block-ace-standard-overview standard-content\"><h3>Overview<\/h3>\n<p class=\"wp-block-paragraph\">Customer service points like welcome desks, box office counters, bars or merchandise stands are important places where your team meet disabled visitors. See our <a href=\"https:\/\/allin.online\/standard\/built-environment\/\">Built Environment Standards<\/a> for more detail on how to make these areas physically accessible.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It\u2019s important that staff run these spaces and communicate with visitors in an accessible way, too. A welcoming and accessible experience at a customer service point can set the tone for the entire visit, encouraging people to return and engage more deeply with creative and cultural spaces.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Based on\u202fbest practices from lived experience, the Customer Service Points Standard makes sure that:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>customer service points are welcoming, inclusive, and support accessible communication<\/li>\n\n\n\n<li>customer service points have the right signage, lighting, and staffing to make sure they are accessible<\/li>\n\n\n\n<li>people can order and pay for what they want in an accessible way<\/li>\n\n\n\n<li>people can get the information they need in an accessible way<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div id=\"examples\" class=\"wp-block-ace-standard-examples bg_grey inner-padding standard-examples\"><h3>Practical examples<\/h3>\n<h4 class=\"wp-block-ace-heading\"><\/h4>\n\n\n\n<div class=\"wp-block-ace-standard-example standard-example\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ace-image content-image alt-block\"><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ace-content-blocks border-top\">\n<div class=\"wp-block-ace-intro content-intro\"><p><strong>Example description<\/strong>: The staff here keep the welcome desk area clear and clutter-free. There are enough staff, and everyone has completed access awareness training. <span data-definition=\"hearing-aid-induction-loop\" data-definition-id=\"4386\" title=\"Hearing aid induction loop\" data-definition-name=\"Hearing aid induction loop\" class=\"ace-definition-inserter\"><\/span> signage is clearly displayed. This week, the staff tested it to ensure it works. They all know how to use it. An <span data-definition=\"easy-read\" data-definition-id=\"4354\" title=\"Easy Read\" data-definition-name=\"Easy Read\" class=\"ace-definition-inserter\"><\/span> version of emergency evacuation information is available, and staff can share details about accessible evacuation routes if asked. There\u2019s a quiet, well-lit area near this desk. Staff know they can go there for one-on-one conversations with visitors who are having difficulty communicating.<\/p><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-ace-standard-example standard-example\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ace-image content-image alt-block\"><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ace-content-blocks border-top\">\n<div class=\"wp-block-ace-intro content-intro\"><p><strong>Example description<\/strong>: The lowered accessible service point at this bar is being kept clear of people and empty glasses. It is clearly signed, and there are enough staff to ensure people will be served quickly at the accessible service point. The card machine is movable and can be used at various heights and distances in front of the counter. Staff are briefed to aid anyone struggling to access the counter or carry their purchases to their table. There is a hearing aid induction loop at this service point, which is well signed. A <span data-definition=\"large-print\" data-definition-id=\"4405\" title=\"Large print\" data-definition-name=\"Large print\" class=\"ace-definition-inserter\"><\/span> version of the menu and price list (with pictures) is available on the counter.<\/p><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div id=\"key_considerations\" class=\"wp-block-ace-standard-key-considerations standard-key-considerations standard-content\"><h3>Key considerations<\/h3>\n<p class=\"wp-block-paragraph\">For detailed information about the physical accessibility of customer service points, refer to <a href=\"https:\/\/allin.online\/standard\/built-environment\/entry-and-exit-routes\/ticketing-and-reception\/\">Built Environment 2.03 Ticketing and Reception<\/a> and <a href=\"https:\/\/allin.online\/standard\/built-environment\/food-drink-and-retail\/counters\/\">Built Environment 6.01 Counters<\/a>.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Welcoming visitors and offering access assistance and resources<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Make customer service points near entrances and arrival routes welcome people accessibly. Staff at welcome points should know about the access provisions, like <span data-definition=\"visual-guides\" data-definition-id=\"5433\" title=\"Visual guides\" data-definition-name=\"Visual guides\" class=\"ace-definition-inserter\"><\/span>, <span data-definition=\"large-print\" data-definition-id=\"4405\" title=\"Large print\" data-definition-name=\"Large print\" class=\"ace-definition-inserter\"><\/span> information, seating or rest areas, and other access resources available. They should proactively tell visitors about these. Staff should also maintain access provisions at customer service points, including clear routes, good lighting, and tidy spaces.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Staff should be aware of relevant accessible emergency evacuation plans for the venue or event and share this information when needed.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ensure that customer service staff have completed relevant access training, described in <a href=\"https:\/\/allin.online\/standard\/customer-service\/continuous-improvement\/401-training-and-skills-development\/\">Customer Service 4.01 Training and Skills Development<\/a>. Staff should also have good disability awareness etiquette. This includes asking how to help before assisting someone and speaking directly to the disabled visitor, not just their companions.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Make sure that staff use inclusive language. See <a href=\"https:\/\/allin.online\/standard\/customer-service\/planning-a-visit\/information-formats\/\">Customer Service 1.02 Information Formats<\/a> for more details. Staff should also understand that many disabilities are not visible. They should not make assumptions about what type of access support a visitor might need.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">You should be confident that any staff member at a customer service point would be able to pass a \u2018mystery shopper\u2019 test by a disabled visitor.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Signage and information<\/h4>\n\n\n\n<div class=\"wp-block-ace-image content-image alt-block\"><figure class=\"fill block-image alt-block\"><img decoding=\"async\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6465-scaled.jpg\" alt=\"Close-up of a blue induction loop sign on a wooden counter in a shop, with shelves of products and display stands visible in the background.\"\/><button class=\"toggle_modal\" aria-controls=\"lightbox_6069\" aria-expanded=\"false\" data-modal_id=\"lightbox_6069\"><span class=\"screen-reader-text\">Zoom into the image<\/span><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.999\" height=\"31.994\"><g fill=\"#fff\"><path d=\"M13.648 27.287a13.579 13.579 0 0 0 8.168-2.718l7.425 7.425 2.758-2.758-7.425-7.425a13.644 13.644 0 1 0-10.925 5.477Zm0-23.389a9.748 9.748 0 1 1-6.89 2.855 9.737 9.737 0 0 1 6.89-2.853Z\" class=\"zoom_svg__has_white\" data-name=\"Path 1776\"><\/path><path d=\"M11.701 19.49h3.9v-3.894h3.9v-3.9h-3.9v-3.9h-3.9v3.9h-3.9v3.9h3.9Z\" class=\"zoom_svg__has_white\" data-name=\"Path 1777\"><\/path><\/g><\/svg><\/button><div class=\"alt_block\"><button class=\"alt_trigger\" aria-label=\"Eile\">Eile<\/button><div class=\"alt_modal\" id=\"image_block_6069\" role=\"dialog\" aria-label=\"Alt text\" aria-describedby=\"desc_image_block_6069\"><p id=\"desc_image_block_6069\">Close-up of a blue induction loop sign on a wooden counter in a shop, with shelves of products and display stands visible in the background.<\/p><button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Eile<\/span><\/button><\/div><\/div><div id=\"lightbox_6069\" class=\"lightbox modal\" aria-hidden=\"true\" tabindex=\"-1\"><div class=\"lightbox-content\"><button class=\"close\" aria-controls=\"lightbox_6069\"><span class=\"screen-reader-text\">Close zoomed image<\/span>\u00d7<\/button><img decoding=\"async\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6465-scaled.jpg\" alt=\"Close-up of a blue induction loop sign on a wooden counter in a shop, with shelves of products and display stands visible in the background.\"\/><\/div><\/div><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Image description<\/strong>: A blue and white sticker on a museum shop counter showing that a <span data-definition=\"hearing-aid-induction-loop\" data-definition-id=\"4386\" title=\"Hearing aid induction loop\" data-definition-name=\"Hearing aid induction loop\" class=\"ace-definition-inserter\"><\/span> system is in use.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Make sure that customer service points have accessible signage. Use text and symbols to shows what is available. For example, if there is a hearing loop at the counter, display a hearing aid induction loop sign with the T-loop symbol.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If you have a menu or price list at a bar or merchandise counter, provide a <span data-definition=\"large-print\" data-definition-id=\"4405\" title=\"Large print\" data-definition-name=\"Large print\" class=\"ace-definition-inserter\"><\/span> version and one with words and pictures for easy reference.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Make sure you have clear signs indicating where the accessible service points are located. Also, show where any accessible queueing systems are.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For more information about accessible signage, see <a href=\"https:\/\/allin.online\/standard\/built-environment\/moving-around\/signage-and-wayfinding\/\">Built Environment 3.01 Signage and Wayfinding<\/a>.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Lighting<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Ensure the lighting at customer service points is well-maintained and used effectively. This helps with accessible communication, like making <span data-definition=\"lipreading\" data-definition-id=\"4411\" title=\"Lipreading\" data-definition-name=\"Lipreading\" class=\"ace-definition-inserter\"><\/span>easier. Be aware of the effect of bright sunlight on the space and use blinds to avoid glare.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Staffing and using the space<\/h4>\n\n\n\n<div class=\"wp-block-ace-image content-image alt-block\"><figure class=\"fill block-image alt-block\"><img decoding=\"async\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6520-scaled.jpg\" alt=\"Caf\u00e9 counter with coffee machines, bottles, and snacks displayed, and a staff member standing behind the counter in a bright room with green walls.\"\/><button class=\"toggle_modal\" aria-controls=\"lightbox_6066\" aria-expanded=\"false\" data-modal_id=\"lightbox_6066\"><span class=\"screen-reader-text\">Zoom into the image<\/span><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.999\" height=\"31.994\"><g fill=\"#fff\"><path d=\"M13.648 27.287a13.579 13.579 0 0 0 8.168-2.718l7.425 7.425 2.758-2.758-7.425-7.425a13.644 13.644 0 1 0-10.925 5.477Zm0-23.389a9.748 9.748 0 1 1-6.89 2.855 9.737 9.737 0 0 1 6.89-2.853Z\" class=\"zoom_svg__has_white\" data-name=\"Path 1776\"><\/path><path d=\"M11.701 19.49h3.9v-3.894h3.9v-3.9h-3.9v-3.9h-3.9v3.9h-3.9v3.9h3.9Z\" class=\"zoom_svg__has_white\" data-name=\"Path 1777\"><\/path><\/g><\/svg><\/button><div class=\"alt_block\"><button class=\"alt_trigger\" aria-label=\"Eile\">Eile<\/button><div class=\"alt_modal\" id=\"image_block_6066\" role=\"dialog\" aria-label=\"Alt text\" aria-describedby=\"desc_image_block_6066\"><p id=\"desc_image_block_6066\">Caf\u00e9 counter with coffee machines, bottles, and snacks displayed, and a staff member standing behind the counter in a bright room with green walls.<\/p><button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Eile<\/span><\/button><\/div><\/div><div id=\"lightbox_6066\" class=\"lightbox modal\" aria-hidden=\"true\" tabindex=\"-1\"><div class=\"lightbox-content\"><button class=\"close\" aria-controls=\"lightbox_6066\"><span class=\"screen-reader-text\">Close zoomed image<\/span>\u00d7<\/button><img decoding=\"async\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6520-scaled.jpg\" alt=\"Caf\u00e9 counter with coffee machines, bottles, and snacks displayed, and a staff member standing behind the counter in a bright room with green walls.\"\/><\/div><\/div><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Image description<\/strong>: A caf\u00e9 counter with a friendly staff member behind it. The counter is tidy and well-lit. The area in front of the counter has been kept clear, allowing people to approach easily.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ensure customer service points are properly staffed. There should be enough staff so customers using accessible service points can be served quickly.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Keep counters at service points free of clutter. This helps reduce visual noise for visitors. Maintain clear routes to service points, ensuring the area in front of desks and counters is clear.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Make sure lowered accessible service points remain clear. Check regularly to prevent misuse, such as people sitting there or staff storing empty glasses.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Staff at customer service points should keep the space behind desks accessible. Avoid storing items under counters that could clutter knee recess areas. See <a href=\"https:\/\/allin.online\/standard\/built-environment\/food-drink-and-retail\/counters\/\">Built Environment 6.01 Counters<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If you use \u2018roving\u2019 customer service points, such as mobile drink services or merchandise sellers, brief staff to include accessible viewing areas. This ensures disabled people are not excluded from these services.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Serving people and taking payment<\/h4>\n\n\n\n<div class=\"wp-block-ace-image content-image alt-block\"><figure class=\"fill block-image alt-block\"><img decoding=\"async\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-283-scaled.jpg\" alt=\"Wheelchair user receiving a drink across a lowered bar counter, with a poster for 'To Kill a Mockingbird' visible on the wall behind.\"\/><button class=\"toggle_modal\" aria-controls=\"lightbox_6060\" aria-expanded=\"false\" data-modal_id=\"lightbox_6060\"><span class=\"screen-reader-text\">Zoom into the image<\/span><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.999\" height=\"31.994\"><g fill=\"#fff\"><path d=\"M13.648 27.287a13.579 13.579 0 0 0 8.168-2.718l7.425 7.425 2.758-2.758-7.425-7.425a13.644 13.644 0 1 0-10.925 5.477Zm0-23.389a9.748 9.748 0 1 1-6.89 2.855 9.737 9.737 0 0 1 6.89-2.853Z\" class=\"zoom_svg__has_white\" data-name=\"Path 1776\"><\/path><path d=\"M11.701 19.49h3.9v-3.894h3.9v-3.9h-3.9v-3.9h-3.9v3.9h-3.9v3.9h3.9Z\" class=\"zoom_svg__has_white\" data-name=\"Path 1777\"><\/path><\/g><\/svg><\/button><div class=\"alt_block\"><button class=\"alt_trigger\" aria-label=\"Eile\">Eile<\/button><div class=\"alt_modal\" id=\"image_block_6060\" role=\"dialog\" aria-label=\"Alt text\" aria-describedby=\"desc_image_block_6060\"><p id=\"desc_image_block_6060\">Wheelchair user receiving a drink across a lowered bar counter, with a poster for &#8216;To Kill a Mockingbird&#8217; visible on the wall behind.<\/p><button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Eile<\/span><\/button><\/div><\/div><div id=\"lightbox_6060\" class=\"lightbox modal\" aria-hidden=\"true\" tabindex=\"-1\"><div class=\"lightbox-content\"><button class=\"close\" aria-controls=\"lightbox_6060\"><span class=\"screen-reader-text\">Close zoomed image<\/span>\u00d7<\/button><img decoding=\"async\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-283-scaled.jpg\" alt=\"Wheelchair user receiving a drink across a lowered bar counter, with a poster for 'To Kill a Mockingbird' visible on the wall behind.\"\/><\/div><\/div><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Image description<\/strong>: A member of bar staff serving a beer to a wheelchair user at a lowered accessible section of the counter.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Staff should be briefed to actively look out for anyone who may need support to access the counter. Staff should proactively offer to help visitors who need assistance. For example, if a wheelchair user has bought a tray of food and drink, offer to carry it to their table.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">You should provide several payment options, including cash, so people can choose what works best for them. Ensure payment devices, like card machines, can be used at different heights. They should reach visitors who can\u2019t come right up to the counter.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For service points without a lowered counter, have a clear plan for staff. They should know to come around the counter to take orders, hand over items, or process payments for those with access needs.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Hearing aid induction loops<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Customer service points should be fitted with a <span data-definition=\"hearing-aid-induction-loop\" data-definition-id=\"4386\" title=\"Hearing aid induction loop\" data-definition-name=\"Hearing aid induction loop\" class=\"ace-definition-inserter\"><\/span> to support one-to-one transactions for hearing aid users. Make sure that there is clear signage using the T-loop symbol. Ensure that loops are positioned at lowered accessible service points, as well as other locations. Refer to <a href=\"https:\/\/allin.online\/standard\/built-environment\/entry-and-exit-routes\/ticketing-and-reception\/\">Built Environment 2.03 Ticketing and Reception<\/a>, for more information.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Staff should know what the hearing aid induction loop is and how to use it. If you are using portable units, staff should be aware of how to turn them on and position them so that they work effectively.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Regularly test hearing aid induction loops to ensure they are functioning properly. The result of these tests, as well as any visitor complaints about the loop, should be recorded in the system logbook.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Supporting accessible communication<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Staff at customer service points should have completed relevant access training and communicate effectively with visitors in an accessible manner. See <a href=\"https:\/\/allin.online\/standard\/customer-service\/continuous-improvement\/401-training-and-skills-development\/\">Customer Service 4.01 Training and Skills Development<\/a> for guidance.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Identify quieter, well-lit areas or spaces for one-on-one conversations if the customer service point is noisy or busy. This can help improve communication.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Staff should use good practice for communicating with deaf, hard of hearing, and neurodivergent visitors. Simple tips include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>facing the person you\u2019re talking to<\/li>\n\n\n\n<li>speak clearly, at a normal pace and volume\u202f<\/li>\n\n\n\n<li>if you\u2019re not being understood, rephrase or use a pen and paper to communicate if necessary<\/li>\n\n\n\n<li>if you\u2019re not sure what someone has said, don\u2019t guess, ask them to repeat or rephrase<\/li>\n\n\n\n<li>if someone is using a <span data-definition=\"sign-language-interpreter-2\" data-definition-id=\"5114\" title=\"Sign language interpreter\" data-definition-name=\"Sign language interpreter\" class=\"ace-definition-inserter\"><\/span>, talk to the person directly, not the interpreter<\/li>\n\n\n\n<li>remember that some visitors may need more time to process what you have said and respond<\/li>\n\n\n\n<li>keep questions simple and necessary<\/li>\n\n\n\n<li>don\u2019t give long, complicated instructions or directions<\/li>\n\n\n\n<li>always signpost people to the stairs and the lifts<\/li>\n\n\n\n<li>don\u2019t rely solely on non-verbal communication like eye contact, facial expressions or gestures, support this with verbal communication too<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Proactively offer information in alternative formats. For example, an <span data-definition=\"easy-read\" data-definition-id=\"4354\" title=\"Easy Read\" data-definition-name=\"Easy Read\" class=\"ace-definition-inserter\"><\/span> written summary of evacuation information, a <span data-definition=\"large-print\" data-definition-id=\"4405\" title=\"Large print\" data-definition-name=\"Large print\" class=\"ace-definition-inserter\"><\/span> menu with images, or a map of your venue.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Consider using a <span data-definition=\"sign-language-relay-service\" data-definition-id=\"4473\" title=\"Sign language relay service\" data-definition-name=\"Sign language relay service\" class=\"ace-definition-inserter\"><\/span> to provide BSL translation for sign language users.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Meet and greet<\/h4>\n\n\n\n<div class=\"wp-block-ace-image content-image alt-block\"><figure class=\"fill block-image alt-block\"><img decoding=\"async\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-151-scaled.jpg\" alt=\"Two people walking down a dimly lit staircase with metal railings and brick walls\"\/><button class=\"toggle_modal\" aria-controls=\"lightbox_6063\" aria-expanded=\"false\" data-modal_id=\"lightbox_6063\"><span class=\"screen-reader-text\">Zoom into the image<\/span><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.999\" height=\"31.994\"><g fill=\"#fff\"><path d=\"M13.648 27.287a13.579 13.579 0 0 0 8.168-2.718l7.425 7.425 2.758-2.758-7.425-7.425a13.644 13.644 0 1 0-10.925 5.477Zm0-23.389a9.748 9.748 0 1 1-6.89 2.855 9.737 9.737 0 0 1 6.89-2.853Z\" class=\"zoom_svg__has_white\" data-name=\"Path 1776\"><\/path><path d=\"M11.701 19.49h3.9v-3.894h3.9v-3.9h-3.9v-3.9h-3.9v3.9h-3.9v3.9h3.9Z\" class=\"zoom_svg__has_white\" data-name=\"Path 1777\"><\/path><\/g><\/svg><\/button><div class=\"alt_block\"><button class=\"alt_trigger\" aria-label=\"Eile\">Eile<\/button><div class=\"alt_modal\" id=\"image_block_6063\" role=\"dialog\" aria-label=\"Alt text\" aria-describedby=\"desc_image_block_6063\"><p id=\"desc_image_block_6063\">Two people walking down a dimly lit staircase with metal railings and brick walls<\/p><button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Eile<\/span><\/button><\/div><\/div><div id=\"lightbox_6063\" class=\"lightbox modal\" aria-hidden=\"true\" tabindex=\"-1\"><div class=\"lightbox-content\"><button class=\"close\" aria-controls=\"lightbox_6063\"><span class=\"screen-reader-text\">Close zoomed image<\/span>\u00d7<\/button><img decoding=\"async\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-151-scaled.jpg\" alt=\"Two people walking down a dimly lit staircase with metal railings and brick walls\"\/><\/div><\/div><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Image description<\/strong>: Two people, one of them using a white cane, walking down some stairs together in a theatre auditorium.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For some venues, a meet-and-greet service can play a vital role in supporting disabled visitors, particularly those who are visually impaired, in accessing the space. A meet and greet service provides a consistent, friendly point of contact for visitors who may benefit from additional support. This could include guiding a visitor through the venue to a performance or exhibition space, assisting with navigation or orientation, or simply providing a calm and familiar presence upon arrival. The service should be easy to request in advance and clearly signposted for visitors on the day.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If your venue has a welcome desk, this is often the best starting point. Staff providing the meet and greet should be trained in inclusive communication. They need to understand access provisions and offer support without assumptions. Staff should check in with visitors about their preferences, like a verbal introduction, <span title=\"Step-free\" data-definition-name=\"Step-free\" data-definition=\"step-free\" data-definition-id=\"5920\" class=\"ace-definition-inserter\"><\/span> routes, or a quieter waiting area. Additional training in <span title=\"Audio description\" data-definition-name=\"Audio description\" data-definition=\"audio-description\" data-definition-id=\"4310\" class=\"ace-definition-inserter\"><\/span> can enhance the service.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When visitors meet performers, artists, or VIPs, the meet and greet service should ensure the space is physically accessible. It is also important to ensure that any communication needs are anticipated and that introductions are made clearly and respectfully. A positive, well-coordinated welcome can set the tone for the entire experience and plays a key role in ensuring that visitors feel valued, relaxed, and included.<\/p>\n<\/div>\n\n\n\n<div id=\"specification_table\" class=\"wp-block-ace-specification-table bg_white specification_table hide\"><h3>Standard &#8211; specifications<\/h3><div class=\"bg_grey inner-padding\"><table class=\"specification-table\"><tbody><\/tbody><\/table><\/div><\/div>\n\n\n\n<div id=\"influencing_accessible_practice\" class=\"wp-block-ace-standard-influencing-accessible-practice standard-influencing-accessible-practice standard-content hide\"><h3>Influencing accessible practice<\/h3>\n<h4 class=\"wp-block-ace-heading\"><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n<\/div>\n\n\n\n<div id=\"definitions_list\" class=\"wp-block-ace-definitions-list bg_white\"><h3>Definitions and acronyms<\/h3><div class=\"ace-definitions-list bg_grey inner-padding\"><div class=\"ace-definition-item\"><h4>Audio description<\/h4><div><p>Narration that describes visual elements of a live experience or video. Audio description describes important visual details such as costume, set, location, facial expressions, body language and actions.<\/p>\n<p>It can be delivered live through speakers or a headset to people at an event or show, or as a live or pre-recorded audio described tour (for example at a museum). It can also be integrated into the script of a play or a voiceover, or delivered by a character. In a digital context, such as cinema or video, it can be delivered as a separate audio track or integrated into a script or voiceover.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Easy Read<\/h4><div><p>An alternative version of written information that uses simple words and pictures to help someone understand. Easy Read is often used by people with a Learning Disability.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Hearing aid induction loop<\/h4><div><p>This is an assisted listening system for hearing aid users. The loop uses a microphone and transmits sound that can be picked up by a hearing aid on the \u2018T\u2019 setting. An induction loop can be a portable unit, or a fixed system where a copper wire encircles a room or area.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Large print<\/h4><div><p>Large print is defined by the RNIB as being 16pt Arial or bigger. You should not refer to a document as being large print unless it conforms with this standard. Large print documents should also conform to other clear print guidelines concerning layout, use of fonts and images.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Lipreading<\/h4><div><p>Watching the movements someone\u2019s mouth makes to help understand what they are saying.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Sign language interpreter<\/h4><div><p>Sign language interpretation is translation of the spoken and sound elements of an experience to British or Irish Sign Language. It can be delivered by a sign language interpreter located apart from the main action (for example at the side of the stage, on a separate screen, on video accessed by QR code signage) or by signing character(s) or presenters embedded in the main action or overlaid on a video.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Sign language relay service<\/h4><div><p>A sign language relay service provides on-demand access to an interpreter via an app video link. This supports sign language users over the phone or in-person.<\/p>\n<p>This is a paid-for service, which can be provided by an organisation or venue. Some users may also have access to a sign language relay service on their own device. An example of this is <a href=\"https:\/\/www.convo.io\/uk\/about\">Convo UK<\/a> (formerly known as SignLive).<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Step-free<\/h4><div><p>When lifts or ramps are used to move between different areas due to stepped access through a space.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Visual guides<\/h4><div><p>This is a simple, clear document that uses words, pictures and icons to help people understand what to expect at an event, navigate around a space, or understand an idea or a process. Also known as a visual story.<\/p>\n<\/div><\/div><\/div><\/div>\n\n\n\n<div id=\"learning_resources\" class=\"wp-block-ace-standard-learning-resources standard-content  show\"><h3>Learning Resources<\/h3><div class=\"links-on-newtab-text\"><\/div>\n<h4 class=\"wp-block-ace-heading\">General<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/learn.attitudeiseverything.org.uk\/login\/index.php\" target=\"_blank\" rel=\"noreferrer noopener\">Attitude is Everything: Live Events Access Charter Module: Bars and Traders<\/a>&nbsp;(This can be accessed by&nbsp;signing up to the&nbsp;Live Events Access Charter)&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/businessdisabilityforum.org.uk\/resource\/inclusive-communication-toolkit\/\" target=\"_blank\" rel=\"noreferrer noopener\">Business&nbsp;Disability Forum: Inclusive Communication Toolkit<\/a>&nbsp;<\/li>\n<\/ul>\n<\/div>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Accessible Communication<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/rnid.org.uk\/information-and-support\/support-for-businesses-and-organisations\/communicating-staff-customers-deaf-hearing-loss\/\" target=\"_blank\" rel=\"noreferrer noopener\">RNID: Supporting Customers Who Are Deaf or Have&nbsp;Hearing&nbsp;Loss<\/a>&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/www.rnib.org.uk\/living-with-sight-loss\/supporting-others\/guiding-a-blind-or-partially-sighted-person\/\" target=\"_blank\" rel=\"noreferrer noopener\">RNIB: Guiding a Blind or Partially&nbsp;Sighted&nbsp;Person<\/a>&nbsp;<\/li>\n<\/ul>\n\n\n\n<div id=\"skills_development\" class=\"wp-block-ace-standard-skills-development standard-skills-development standard-content hide\"><h3>Support and skills development<\/h3>\n<h4 class=\"wp-block-ace-heading\"><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n<\/div>\n\n\n\t<div id=\"linked_standards\" class=\"wp-block page-links wp-block-ace-linked-standards \">\n\t\t\t<h3 class=\"block-title\">\n\t\t\t\tLinked Standards\t\t\t<\/h3>\n\t\t\t\t\t\t<div class='flex flex_50 link_blocks'>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex_item post_item bg_grey--dark\">\n\t\t\t\t\t\t\t<picture class=\"featured-img alt-block\">\n\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6316-1024x683.jpg\" class=\"attachment-large size-large wp-post-image\" alt=\"Person holding a large print guide titled &quot;Leeds Gallery 3rd quarter&quot; in a museum setting.\" srcset=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6316-1024x683.jpg 1024w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6316-300x200.jpg 300w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6316-768x512.jpg 768w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6316-1536x1024.jpg 1536w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6316-2048x1365.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<div class = \"alt_block\">\n\t\t\t\t\t\t\t\t\t<button class=\"alt_trigger\" aria-label=\"Open the Image Description\">Eile<\/button>\n\t\t\t\t\t\t\t\t\t<div class=\"alt_modal\" id=\"5846\" role=\"dialog\" aria-label=\"Image Description\" aria-describedby=\"desc_4597\">\n\t\t\t\t\t\t\t\t\t\t<p id=\"desc_4597\">Person holding a large print guide titled &#8220;Leeds Gallery 3rd quarter&#8221; in a museum setting.<\/p>\n\t\t\t\t\t\t\t\t\t\t<button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Tuairisgeul Dealbh\n<\/span><\/button>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t<div class=\"linked_standard--content inner-padding card\">\n\t\t\t\t\t\t\t\t<h4>CS 1.02 Information Formats<\/h4>\n\t\t\t\t\t\t\t\t<p>Information materials are routinely accessible.<a href=\"\/login\" class=\"locked card_target\"><span aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"14.999\" height=\"18\" viewBox=\"0 0 14.999 18\">\n  <path id=\"unlock\" d=\"M13.507,7.5H3.75V5.249A3.741,3.741,0,0,1,11.022,4l1.133-1.133a5.234,5.234,0,0,0-9.9,2.378V7.5H1.493A1.5,1.5,0,0,0,0,9V16.5A1.5,1.5,0,0,0,1.493,18H13.507A1.5,1.5,0,0,0,15,16.5V9a1.5,1.5,0,0,0-1.492-1.5\" transform=\"translate(0)\" fill=\"#472961\" fill-rule=\"evenodd\"\/>\n<\/svg><br \/>\n<\/span>This content is only available to logged in users.<\/a><\/p>\n\t\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.832\" height=\"24\" viewBox=\"0 0 31.832 24\">\n  <path id=\"arrow\" d=\"M33.728,24.848l-10.2-10.2a1.773,1.773,0,1,0-2.508,2.508l7.189,7.189H4.272a1.772,1.772,0,0,0,0,3.545H28.178L21.022,35.08a1.755,1.755,0,0,0,0,2.508,1.827,1.827,0,0,0,1.271.536,1.747,1.747,0,0,0,1.271-.536L33.8,27.355a1.827,1.827,0,0,0,.536-1.271,2.283,2.283,0,0,0-.6-1.237Z\" transform=\"translate(-2.499 -14.123)\" fill=\"#472961\"\/>\n<\/svg>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex_item post_item bg_grey\">\n\t\t\t\t\t\t\t<picture class=\"featured-img alt-block\">\n\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-1024x683.jpg\" class=\"attachment-large size-large wp-post-image\" alt=\"A group of people are seated around a table covered with papers, notebooks, and coffee cups.\" srcset=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-1024x683.jpg 1024w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-300x200.jpg 300w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-768x512.jpg 768w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-1536x1024.jpg 1536w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-2048x1365.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<div class = \"alt_block\">\n\t\t\t\t\t\t\t\t\t<button class=\"alt_trigger\" aria-label=\"Open the Image Description\">Eile<\/button>\n\t\t\t\t\t\t\t\t\t<div class=\"alt_modal\" id=\"6344\" role=\"dialog\" aria-label=\"Image Description\" aria-describedby=\"desc_3670\">\n\t\t\t\t\t\t\t\t\t\t<p id=\"desc_3670\">A group of people are seated around a table covered with papers, notebooks, and coffee cups.<\/p>\n\t\t\t\t\t\t\t\t\t\t<button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Tuairisgeul Dealbh\n<\/span><\/button>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t<div class=\"linked_standard--content inner-padding card\">\n\t\t\t\t\t\t\t\t<h4><a href=\"https:\/\/allin.online\/gd-gb\/standard\/customer-service\/continuous-improvement\/401-training-and-skills-development\/\" class=\"card_target\">CS 4.01 Training and Skills Development<\/a><\/h4>\n\t\t\t\t\t\t\t\t<p>Create opportunities for staff, volunteers and freelancers to receive regular disability and intersectionality training, guidance and self-development tools.<\/p>\n\t\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.832\" height=\"24\" viewBox=\"0 0 31.832 24\">\n  <path id=\"arrow\" d=\"M33.728,24.848l-10.2-10.2a1.773,1.773,0,1,0-2.508,2.508l7.189,7.189H4.272a1.772,1.772,0,0,0,0,3.545H28.178L21.022,35.08a1.755,1.755,0,0,0,0,2.508,1.827,1.827,0,0,0,1.271.536,1.747,1.747,0,0,0,1.271-.536L33.8,27.355a1.827,1.827,0,0,0,.536-1.271,2.283,2.283,0,0,0-.6-1.237Z\" transform=\"translate(-2.499 -14.123)\" fill=\"#472961\"\/>\n<\/svg>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex_item post_item bg_grey--dark\">\n\t\t\t\t\t\t\t<picture class=\"featured-img alt-block\">\n\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-36-1024x683.jpg\" class=\"attachment-large size-large wp-post-image\" alt=\"A box office counter with clear access and a wide lowered counter with knee recess. Evenly lit with non-reflective surfaces.\" srcset=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-36-1024x683.jpg 1024w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-36-300x200.jpg 300w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-36-768x512.jpg 768w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-36-1536x1024.jpg 1536w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-36-2048x1365.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<div class = \"alt_block\">\n\t\t\t\t\t\t\t\t\t<button class=\"alt_trigger\" aria-label=\"Open the Image Description\">Eile<\/button>\n\t\t\t\t\t\t\t\t\t<div class=\"alt_modal\" id=\"5680\" role=\"dialog\" aria-label=\"Image Description\" aria-describedby=\"desc_4546\">\n\t\t\t\t\t\t\t\t\t\t<p id=\"desc_4546\">A box office counter with clear access and a wide lowered counter with knee recess. Evenly lit with non-reflective surfaces.<\/p>\n\t\t\t\t\t\t\t\t\t\t<button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Tuairisgeul Dealbh\n<\/span><\/button>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t<div class=\"linked_standard--content inner-padding card\">\n\t\t\t\t\t\t\t\t<h4>BE 2.03 Ticketing and Reception<\/h4>\n\t\t\t\t\t\t\t\t<p>Ensure that visitors receive a warm and reassuring welcome. Provide lowered counters with an induction loop. Consider your audience journey and provide clear signage, queueing systems and appropriate lighting.<a href=\"\/login\" class=\"locked card_target\"><span aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"14.999\" height=\"18\" viewBox=\"0 0 14.999 18\">\n  <path id=\"unlock\" d=\"M13.507,7.5H3.75V5.249A3.741,3.741,0,0,1,11.022,4l1.133-1.133a5.234,5.234,0,0,0-9.9,2.378V7.5H1.493A1.5,1.5,0,0,0,0,9V16.5A1.5,1.5,0,0,0,1.493,18H13.507A1.5,1.5,0,0,0,15,16.5V9a1.5,1.5,0,0,0-1.492-1.5\" transform=\"translate(0)\" fill=\"#472961\" fill-rule=\"evenodd\"\/>\n<\/svg><br \/>\n<\/span>This content is only available to logged in users.<\/a><\/p>\n\t\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.832\" height=\"24\" viewBox=\"0 0 31.832 24\">\n  <path id=\"arrow\" d=\"M33.728,24.848l-10.2-10.2a1.773,1.773,0,1,0-2.508,2.508l7.189,7.189H4.272a1.772,1.772,0,0,0,0,3.545H28.178L21.022,35.08a1.755,1.755,0,0,0,0,2.508,1.827,1.827,0,0,0,1.271.536,1.747,1.747,0,0,0,1.271-.536L33.8,27.355a1.827,1.827,0,0,0,.536-1.271,2.283,2.283,0,0,0-.6-1.237Z\" transform=\"translate(-2.499 -14.123)\" fill=\"#472961\"\/>\n<\/svg>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex_item post_item bg_grey--dark\">\n\t\t\t\t\t\t\t<picture class=\"featured-img alt-block\">\n\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6282-1024x683.jpg\" class=\"attachment-large size-large wp-post-image\" alt=\"An accessible directional sign in a museum showing what facilities are on this level in clear, sans serif text with symbols.\" srcset=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6282-1024x683.jpg 1024w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6282-300x200.jpg 300w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6282-768x512.jpg 768w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6282-1536x1024.jpg 1536w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-6282-2048x1365.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<div class = \"alt_block\">\n\t\t\t\t\t\t\t\t\t<button class=\"alt_trigger\" aria-label=\"Open the Image Description\">Eile<\/button>\n\t\t\t\t\t\t\t\t\t<div class=\"alt_modal\" id=\"5812\" role=\"dialog\" aria-label=\"Image Description\" aria-describedby=\"desc_4579\">\n\t\t\t\t\t\t\t\t\t\t<p id=\"desc_4579\">An accessible directional sign in a museum showing what facilities are on this level in clear, sans serif text with symbols.<\/p>\n\t\t\t\t\t\t\t\t\t\t<button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Tuairisgeul Dealbh\n<\/span><\/button>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t<div class=\"linked_standard--content inner-padding card\">\n\t\t\t\t\t\t\t\t<h4>BE 3.01 Signage and Wayfinding<\/h4>\n\t\t\t\t\t\t\t\t<p>Use signage that has large high-contrast text with icons, Braille and tactile elements. <a href=\"\/login\" class=\"locked card_target\"><span aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"14.999\" height=\"18\" viewBox=\"0 0 14.999 18\">\n  <path id=\"unlock\" d=\"M13.507,7.5H3.75V5.249A3.741,3.741,0,0,1,11.022,4l1.133-1.133a5.234,5.234,0,0,0-9.9,2.378V7.5H1.493A1.5,1.5,0,0,0,0,9V16.5A1.5,1.5,0,0,0,1.493,18H13.507A1.5,1.5,0,0,0,15,16.5V9a1.5,1.5,0,0,0-1.492-1.5\" transform=\"translate(0)\" fill=\"#472961\" fill-rule=\"evenodd\"\/>\n<\/svg><br \/>\n<\/span>This content is only available to logged in users.<\/a><\/p>\n\t\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.832\" height=\"24\" viewBox=\"0 0 31.832 24\">\n  <path id=\"arrow\" d=\"M33.728,24.848l-10.2-10.2a1.773,1.773,0,1,0-2.508,2.508l7.189,7.189H4.272a1.772,1.772,0,0,0,0,3.545H28.178L21.022,35.08a1.755,1.755,0,0,0,0,2.508,1.827,1.827,0,0,0,1.271.536,1.747,1.747,0,0,0,1.271-.536L33.8,27.355a1.827,1.827,0,0,0,.536-1.271,2.283,2.283,0,0,0-.6-1.237Z\" transform=\"translate(-2.499 -14.123)\" fill=\"#472961\"\/>\n<\/svg>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex_item post_item bg_grey--dark\">\n\t\t\t\t\t\t\t<picture class=\"featured-img alt-block\">\n\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-25-1024x683.jpg\" class=\"attachment-large size-large wp-post-image\" alt=\"A visitor stands in front of a box office counter. A large sign shows that this is where to get tickets and information.\" srcset=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-25-1024x683.jpg 1024w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-25-300x200.jpg 300w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-25-768x512.jpg 768w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-25-1536x1024.jpg 1536w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-25-2048x1365.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<div class = \"alt_block\">\n\t\t\t\t\t\t\t\t\t<button class=\"alt_trigger\" aria-label=\"Open the Image Description\">Eile<\/button>\n\t\t\t\t\t\t\t\t\t<div class=\"alt_modal\" id=\"6501\" role=\"dialog\" aria-label=\"Image Description\" aria-describedby=\"desc_4593\">\n\t\t\t\t\t\t\t\t\t\t<p id=\"desc_4593\">A visitor stands in front of a box office counter. A large sign shows that this is where to get tickets and information.<\/p>\n\t\t\t\t\t\t\t\t\t\t<button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Tuairisgeul Dealbh\n<\/span><\/button>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t<div class=\"linked_standard--content inner-padding card\">\n\t\t\t\t\t\t\t\t<h4>BE 6.01 Counters<\/h4>\n\t\t\t\t\t\t\t\t<p>Design reception desks, box offices, checkouts and caf\u00e9s or bars that are easy to identify, suitable for both standing and seated visitors and equipped with hearing aid induction loop systems.<a href=\"\/login\" class=\"locked card_target\"><span aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"14.999\" height=\"18\" viewBox=\"0 0 14.999 18\">\n  <path id=\"unlock\" d=\"M13.507,7.5H3.75V5.249A3.741,3.741,0,0,1,11.022,4l1.133-1.133a5.234,5.234,0,0,0-9.9,2.378V7.5H1.493A1.5,1.5,0,0,0,0,9V16.5A1.5,1.5,0,0,0,1.493,18H13.507A1.5,1.5,0,0,0,15,16.5V9a1.5,1.5,0,0,0-1.492-1.5\" transform=\"translate(0)\" fill=\"#472961\" fill-rule=\"evenodd\"\/>\n<\/svg><br \/>\n<\/span>This content is only available to logged in users.<\/a><\/p>\n\t\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.832\" height=\"24\" viewBox=\"0 0 31.832 24\">\n  <path id=\"arrow\" d=\"M33.728,24.848l-10.2-10.2a1.773,1.773,0,1,0-2.508,2.508l7.189,7.189H4.272a1.772,1.772,0,0,0,0,3.545H28.178L21.022,35.08a1.755,1.755,0,0,0,0,2.508,1.827,1.827,0,0,0,1.271.536,1.747,1.747,0,0,0,1.271-.536L33.8,27.355a1.827,1.827,0,0,0,.536-1.271,2.283,2.283,0,0,0-.6-1.237Z\" transform=\"translate(-2.499 -14.123)\" fill=\"#472961\"\/>\n<\/svg>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\t<div id=\"references\" class=\"wp_block references wp-block-ace-standard-references \">\n\t\t<h3 class=\"block-title\">\n\t\t\tReferences\t\t<\/h3>\n\n\t\t<div class=\"links-on-newtab-text\"><\/div>\n\t\t<ol class=\"references-list\">\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Attitude is Everything. (n.d.) Live Events Access Charter Module: Bars and Traders [online] Available at: <a href=\"https:\/\/learn.attitudeiseverything.org.uk\/login\/index.php\">Attitude is Everything Live Events Access Charter<\/a> [Accessed 09 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Business Disability Forum. (n.d.) Inclusive Communication Toolkit [online] Available at: <a href=\"https:\/\/businessdisabilityforum.org.uk\/resource\/inclusive-communication-toolkit\/\">BDF Inclusive communications toolkit<\/a> [Accessed 09 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>RNIB. (n.d.) Guiding a Blind or Partially Sighted Person [online] Available at: <a href=\"https:\/\/www.rnib.org.uk\/living-with-sight-loss\/supporting-others\/guiding-a-blind-or-partially-sighted-person\/\">RNIB Sighted guiding<\/a> [Accessed 09 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>RNID. (n.d.) Supporting Customers Who Are Deaf or Have Hearing Loss [online] Available at: <a href=\"https:\/\/rnid.org.uk\/information-and-support\/support-for-businesses-and-organisations\/communicating-staff-customers-deaf-hearing-loss\/\">RNID supporting customers who are deaf<\/a> [Accessed 09 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t<\/ol>\n\t<\/div> \n<\/div><aside class=\"sidebar flex-item\"><h3>CS 2.03 Customer Service Points<\/h3><nav class=\"sub-nav\"><ul><li><a href=\"#overview\">Overview (Back to top)<\/a><\/li><li><a href=\"#examples\">Practical examples<\/a><\/li><li><a href=\"#key_considerations\">Key considerations<\/a><\/li><li><a href=\"#definitions_list\">Definitions and acronyms<\/a><\/li><li><a href=\"#learning_resources\">Learning Resources<\/a><\/li><li><a href=\"#linked_standards\">Linked Standards<\/a><\/li><li><a href=\"#references\">References<\/a><\/li><\/ul><\/nav><div class=\"hide fixed scroll_menu\" aria-live=\"polite\"><h3>CS 2.03 Customer Service Points<\/h3><ul><li><a href=\"#overview\">Overview (Back to top)<\/a><\/li><li><a href=\"#examples\">Practical examples<\/a><\/li><li><a href=\"#key_considerations\">Key considerations<\/a><\/li><li><a href=\"#definitions_list\">Definitions and acronyms<\/a><\/li><li><a href=\"#learning_resources\">Learning Resources<\/a><\/li><li><a href=\"#linked_standards\">Linked Standards<\/a><\/li><li><a href=\"#references\">References<\/a><\/li><\/ul><a href=\"https:\/\/form.jotform.com\/252393341563356?standard=Customer Service 2.03 Customer Service Points\" class=\"feedback_link button bg_secondary white\">Give us feedback on this Standard<\/a><a href=\"https:\/\/allin.online\/gd-gb\/standard\/customer-service\/\" class=\"return_link\">Back to Customer Service<\/a><\/div><a href=\"https:\/\/form.jotform.com\/252393341563356?standard=Customer Service 2.03 Customer Service Points\" class=\"feedback_link button bg_secondary white\">Give us feedback on this Standard<\/a><a href=\"https:\/\/allin.online\/gd-gb\/standard\/customer-service\/\" class=\"return_link\">Back to Customer Service<\/a><\/aside><\/div>\n","protected":false},"featured_media":6060,"parent":3667,"menu_order":3,"template":"","class_list":["post-4603","standard","type-standard","status-publish","has-post-thumbnail","hentry"],"acf":{"short_description":"Ensure that customer service points are welcoming, inclusive and support accessible communication so that people can order, pay and get information accessibly.","make_visible_to_taster_account":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - 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