Slide 1:
Ensuring Access for Customers with Disabilities
Ron Pettit
Royal Caribbean Cruises Ltd.
ADA Audio Conference Series
May 18, 2010

Slide 2:
Overview
Focus on Standards
Listen to your Customers
Build an Access Team
Access/Special Needs Department
Promote Accessibility
Focus on Training

Slide 3:
Focus on the Standards
Have a checklist
Meet the required guidelines
Go beyond the guidelines
Make sure checklist is available
Use checklist regularly
Update checklist

Slide 4:
Listen to your Customers
Review complaint letters
Use surveys and comment cards
Put together an advisory board

Slide 5:
Build an “Access Team”
Access Manager
Access or Special Needs Department
Designated people in each department
Inter-departmental task force

Slide 6:
Access/Special Needs Department
Specially trained frontline staff
Respond to customer inquiries
Multiple channels – calls, email, fax
Individualized assessment and accommodation

Slide 7:
Promote Accessibility
Education is key
Internal
External
Websites
Brochures
Media

Slide 8:
Focus on Training
On-going training is essential
People-first language
Basic service tenet:
Ask permission first
Ask how they want to be assisted
Listen to the response
Follow their instructions

Slide 9:
Thank you!
Any questions?