Retailer guidance: communicate with customers

Step 3. Communicate with customers

• Where face coverings are legally required, make sure that communication about face coverings makes it clear to all staff and customers that it is not compulsory for some disabled customers to wear a face covering, for example, a mask or visor, and that they should not be routinely asked to prove that they have a disability or are exempt
• Consider how to make sure disabled customers don’t feel distressed or harassed by other customers who may be concerned that other people aren’t wearing face coverings
• Consider how to communicate in a variety of ways about any changes to your service and how customers can shop in an accessible way to take into account disabled people’s needs. For example, offer clear, easy-to-read signs, as well as messages through spoken announcements
• Ensure your website is accessible and usable by disabled people with assistive technology requirements such as screen readers
• Consider providing information on websites and in-store on what adjustments disabled people can expect
• If your staff are wearing face coverings, make sure that they know to remove it if they are assisting a customer who relies on lip reading to communicate
• Be respectful and aware that blind and partially sighted people may have difficulty social distancing, visual signage, indicators or social distancing requirements where they apply