Customer Service Training Presentation: 12 Slides With Talking Points, 4 Role-Plays and a Quiz

Disclosure: NOXI publishes this guide. The outline, role-plays and quiz below work in PowerPoint, Google Slides or on paper, and none of them needs NOXI.

Many customer service decks are a slide of values, a video and a thank-you: people agree with every slide and change nothing on Monday. This outline works the other way round. Each slide teaches one behaviour, gives the words to use, and is practised in a role-play before the session ends. Every outside rule and figure comes from its publisher, opened on 9 November 2026.

The twelve slides at a glance, with the minutes each gets in the 60-minute session. The 30 and 90 minute versions are in the session plans further down.

Key numbers

Six figures that shape what a customer service session has to cover, each from its publisher, opened on 9 November 2026.

Which version fits your team: six quick routes

Six routes, each with the fact that makes it fit, checked on 9 November 2026.

• If your team is new to the job → run the 60-minute session in slide order, because BLS says new representatives usually get 2 to 4 weeks of on-the-job training, often guided by an experienced worker [1]. This deck is the first day of that.
• If your team is experienced and short on time → use the 30-minute refresher: the same twelve slides at a faster pace, slide 8 handed out as a page, one role-play and five quiz questions.
• If you run a contact centre → give more time to slides 5, 8 and 9 and use role-plays A and C. ISO 18295-1:2017 sets service requirements for customer contact centres across all channels, and ISO's page has marked it "to be revised" since 17 April 2026 [5].
• If you serve customers in Ontario → keep slide 11 as a full module: Ontario requires accessible customer service training for all employees and volunteers, lists what it must cover, and links a free training resource [12] [13].
• If you deliver a US federal service → build slide 2 on the driver statements performance.gov publishes for post-transaction surveys, so your training and your survey use the same words [2].
• If you want the deck written and laid out for you → use NOXI's Presentation format: one request with your team, session length and standards gives a deck with role-play and quiz slides, exported to PowerPoint.

Customer service training outline: the 12 slides with talking points

Each slide below has three parts: what goes on the slide, the talking points you say out loud, and its minutes in the 30, 60 and 90 minute versions. The slide holds the words people will use with customers; the talking points hold the reasons. If you need the general method for running any training session (objectives, the explain, show, practise, check rhythm, evaluation), our training presentation guide covers it; this page is the content for one topic.

Slide 1. Service that solves it the first time

On the slide: the session title, your team's name and the date, the goal in one sentence ("By the end of this hour you can take a complaint from the first word to the follow-up using our five standards"), and a four-line agenda: why it matters, our standards, the skills, practice.

Talking points:

• Say why this session is happening now (a new policy, new starters, a rise in complaints), with your own number if you have one.
• Put the goal as something people will do today, not something they will know.
• Tell them how they will practise: role-plays in threes and a short quiz. Nobody performs alone in front of the room.
• Two ground rules: examples stay in the room, and no real customer names.

Minutes: 1 in the 30-minute version, 2 in the 60, 3 in the 90.

Slide 2. What customers judge us on

On the slide: six statements a customer could agree or disagree with after contacting you. "My need was addressed." "It was easy to complete what I needed to do." "It took a reasonable amount of time to do what I needed to do." "I understand what was being asked of me throughout the process." "I was treated fairly." "Employees I interacted with were helpful."

These are the driver statements in performance.gov's CX data handbook for US federal post-transaction surveys, asked alongside a trust question such as "This interaction increased my trust in [HISP name]" [2]. Performance.gov defines customer experience as "the public's perceptions of and overall satisfaction with interactions" with a government agency, product or service [3]. The statements work just as well for a shop or a clinic.

Talking points:

• Ask: "Which of these six did our last unhappy customer disagree with?" Take two answers.
• Only one statement is about the employee. The other five are about outcome, effort, time, clarity and fairness, which is why friendliness alone does not fix service.
• If you have survey scores or complaint counts, put them beside each statement. If you have none, say so, and say when you will start measuring.

Minutes: 2, 4, 5.

Slide 3. Our service standards

On the slide: four to six standards, each with one behaviour someone could see. A working set: Greet (acknowledge every customer within seconds), Listen (summarise the problem back before solving it), Own it (one person keeps the case until it is handed over by name), Solve (offer options, not a refusal), Follow up (do what you said, when you said).

For a published example, Loyola University Chicago's five Maroon and Gold Standards of Excellence are Greet, Assist, Address concerns, Create solutions and Exceed expectations, each with behaviours such as acknowledging the person in front of you "within two to three seconds (even if you are busy)" and following up on your commitments [8].

Talking points:

• A standard is a behaviour, not a value. "Acknowledge within three seconds" can be coached; "be welcoming" cannot.
• Read each standard and ask for one example from last week where somebody did it.
• If you are assessed against an outside standard, name it here: the UK's Customer Service Excellence mark, originally created by the Cabinet Office, has five criteria, 12 principles and 39 elements in Version 2.0, in effect since 1 May 2026 [7]; ISO 23592:2021 covers service excellence rather than basic customer service [6].

Minutes: 2, 4, 6.

Slide 4. The first ten seconds

On the slide: one greeting per channel. Counter: eye contact and "Hi, I'll be with you in one minute" while you finish with someone else. Phone: "Good morning, Kestrel Bay Water, this is Sam. How can I help?" Chat: "Hi Priya, I'm Sam. I can see your account; tell me what happened."

Talking points:

• At a counter, acknowledge people even when you are busy; a nod tells a queue they have been seen.
• On the phone, give the organisation and your first name, then an open question. On chat, say what you can already see, so the customer does not repeat it.
• Quick drill: everyone says their phone greeting aloud once. If it does not fit in one breath, it is too long.

Minutes: 1, 3, 4.

Slide 5. Listen first, then ask

On the slide: two columns of questions and one summary line. Open: "What happened when you tried to pay?" "What would a good outcome look like for you?" Closed: "Is it the account ending 4471?" "Was that on Tuesday?" Summary: "So the bill went up in March, you called twice, and nobody called back. Have I got that right?"

Talking points:

• The BLS lists listening among the important qualities for customer service representatives: they "must listen carefully to ensure that they understand customers" [1].
• Open questions find the problem; closed questions confirm the details. Start open, finish closed.
• Summarise before you solve. A customer correcting your summary is good news: you avoided solving the wrong problem.
• Run the listening pairs activity here (see activities).

Minutes: 3, 5, 7.

Slide 6. Words that help, words that block

On the slide: a two-column table, "Instead of" and "Try".

Talking points:

• Empathy means naming the effect on the customer ("you took a day off for this"), not agreeing that the company got everything wrong.
• Saying sorry for the experience is different from admitting fault. Tell the team what your policy allows them to say, especially in insurance, health or legal matters.
• Every "Try" line ends with something the customer can expect. Run the phrase swap activity here.

Minutes: 3, 5, 7.

Slide 7. Own it, offer options, set the next step

On the slide: three words in large type. Own: "I'll take care of this." Options: two choices the customer can pick between. Next step: who does what, by when. Underneath, the shape of a good no: the reason in one sentence, what you can do, and the next step.

Talking points:

• The BLS puts it plainly: representatives "must determine solutions to customers' problems" [1]. A refusal without an option is not a solution.
• Write on this slide what front-line staff may decide alone: the goodwill credit they can give, the refund limit, who approves anything above it. Use your real limits.
• Promise what you will do, not what another team must deliver: "I'll chase the warehouse and call you by 5" can be kept.

Minutes: 2, 4, 5.

Slide 8. Phone, email and chat

On the slide: three columns. Phone: ask before you put someone on hold, say how long, come back when you said; transfer warm, telling the colleague the story so the customer does not repeat it. Email: the answer in the first line, short sentences, one topic per paragraph, a clear next step. Chat: one question per message; say what you are doing during a silence ("checking your last two bills now").

Talking points:

• For written replies, GOV.UK's style guidance says to split sentences over 25 words, keep paragraphs to five sentences at most, and use "help" instead of "assist" [14].
• In the US, ADA.gov says staff who answer the telephone "must treat relay calls just like other calls" [11]. A relay call has a pause while the operator relays; do not hang up on it.
• Run the "rewrite the worst email" activity here in the 90-minute version.

Minutes: 0 in the 30-minute version (hand it out as a page), 4, 6.

Slide 9. Complaints, step by step

On the slide: six numbered steps. 1. Listen without interrupting. 2. Acknowledge and apologise for the experience. 3. Fix it now, or escalate to a named person. 4. Agree the next step and the date. 5. Confirm with the customer that it is solved. 6. Record it, with the cause, so it can be fixed for everyone.

Talking points:

• ISO 10002:2018 is the international guideline for complaints handling in organisations. ISO's summary says it covers "providing complainants with an open, effective and easy-to-use complaints process" and analysing complaints to improve products and services, "including customer service". ISO confirmed it current in 2023 [4].
• Step 6 is the one teams skip: a complaint log nobody reads changes nothing. Say who reads yours, and show your escalation route (role, channel, response time).
• In a regulated sector (financial services, energy, telecoms, health), the regulator's complaint rules and deadlines go on this slide, word for word.

Minutes: 3, 5, 6.

Slide 10. When a customer is upset

On the slide: four words across the top, Recognize, Assess, De-escalate, Report, from the US Cybersecurity and Infrastructure Security Agency's De-Escalation Series (published 21 September 2021) [9]. Below them, our working habits for an upset customer: lower your voice rather than raise it, use their name, give physical space, offer a choice, and stop explaining policy until they feel heard.

Talking points:

• Safety comes first. CISA's wording is "Safety is the highest priority, know your limits, and obtain help immediately if needed", and it points to 9-1-1 for immediate threats in the US [9].
• Upset and threatening are different. An upset customer needs time and a solution. A threatening one needs distance and help.
• Name your real procedure (who to call, where staff go, how to report afterwards), agreed with whoever owns security.
• Practise upset customers in role-plays; only discuss threatening ones. Our safety moment ideas include short talks a team can repeat at later meetings.

Minutes: 2, 4, 6.

Slide 11. Accessible service for every customer

On the slide: four habits. Speak to the customer, not to their companion. Ask "How can I help?" rather than guessing what someone needs. Offer another way to communicate: written notes, typing on a screen, large print, a call back. Know your local rules on service animals and support persons.

Talking points:

• United States: when it is not obvious what a service animal does, ADA.gov says staff may ask only two questions: whether the dog is a service animal required because of a disability, and what work or task it has been trained to perform. Staff may not ask about the disability or require medical documentation [10]. For simple questions with a deaf customer, writing notes back and forth can work [11].
• Ontario: accessible customer service training must cover eight topics, including how to interact with people who use assistive devices, service animals or support persons, and what to do if someone has difficulty accessing your service [12]. Ontario's rules differ from the US: an animal can be identified by a harness or vest, or by documentation from a regulated health professional [13].
• Elsewhere: put your own country's rules here, such as the Equality Act 2010 in Great Britain, and check them with whoever handles legal or HR questions.

Minutes: 2, 4, 5.

Slide 12. Practise, check, commit

On the slide: the role-play rules (groups of three: customer, staff member, observer; rotate after each round), a pointer to the quiz, and one line: "One thing I will do differently this week."

Talking points:

• Explain the observer's job: tick what they saw on the checklist, then say one thing that worked and one thing to try.
• Run the quiz and go through the answers straight away; wrong answers are the most useful part.
• Each person writes one commitment. Read three aloud, then put "service commitments: how did it go?" on the next team meeting agenda; our weekly team meeting agenda has room for it.

Minutes: role-plays 6, 10, 20; quiz and commitments 3, 6, 10.

Customer service training role play: four scenarios with cards

Work in threes: each person sees only their own card. A round lasts three to four minutes, then two minutes of debrief led by the observer. Every company, name, price and policy limit below is invented; use your own.

Role-play A. The missed delivery (phone)

• Customer card: You ordered a fridge from Fernbrook Home for delivery between 8 am and noon on Saturday. You stayed in all morning. Nobody came and nobody called. It is the second missed slot. You are angry and want something for your wasted morning. Calm down only when the agent acknowledges the lost morning and gives you a firm next step.
• Staff card: The system shows the van broke down at 10:40 and the driver did not call. You can rebook any slot from Tuesday. You may offer a 25 dollar goodwill credit. You cannot refund the delivery fee yourself; a team leader can, within one working day.
• Observer checklist: acknowledged the lost morning before explaining anything; did not blame the driver or "the system"; offered at least two slots; stated the credit and the team leader route clearly; ended with who will do what, by when.
• Debrief question: which sentence changed the customer's tone?

Role-play B. The refund outside policy (counter)

• Customer card: You bought a jacket 41 days ago. The tags are still on; you have changed your mind about the colour. You have the receipt and want your money back. Push twice. If the staff member offers a real alternative, consider it.
• Staff card: Refunds for a change of mind are allowed within 30 days. After that you may offer an exchange or store credit. Only a manager can approve a refund outside the window. If the customer says the item is faulty, switch to the faulty goods procedure.
• Observer checklist: gave the reason in one sentence, without "it's policy"; offered two options; did not argue about the colour; mentioned the manager route honestly; noticed if the story changed to a fault.
• Debrief question: did the customer feel refused or helped, and what made the difference?

Role-play C. The double charge (chat)

• Customer card: You were charged twice for your 14.99 dollar monthly plan on 3 November, and you are locked out of your account. Type short, irritated messages and ask both things at once.
• Staff card: The second charge is a known duplicate and will be reversed automatically within five working days. You can send a password reset link to the email on file. Keep each reply under three sentences. Run it in writing, on paper or a shared document.
• Observer checklist: answered the money question first; one question per message; no jargon, or jargon explained ("pending charge"); confirmed both issues before closing; gave a date for the refund.
• Debrief question: which message would you cut if you could only send three?

Role-play D. The customer who needs another way to communicate (counter)

• Customer card: You are hard of hearing and the counter is noisy. You want to move an appointment from Thursday to next week. You read and write easily and lip-read some words if the person faces you. Play it plainly: a customer with a task, not a character.
• Staff card: The next free slots are Monday at 10:00 and Wednesday at 14:30. You have a notepad and a screen you can turn round. The queue behind is getting longer.
• Observer checklist: faced the customer while speaking; offered writing or the screen without being asked twice; did not raise their voice or rush; confirmed the new date in writing; stayed patient with the queue.
• Variant for US teams: a customer arrives at a café counter with a dog in a harness, and it is not obvious what the dog does. The staff card allows only the two questions ADA.gov permits [10].
• Debrief question: what would you set up at the counter so the next customer does not have to ask?

Customer service training activities: six quick exercises

Short activities, each practising one slide. In the 90-minute plan each fits inside its slide's minutes; in shorter sessions, pick one or two and trim the talking points.

1. Listening pairs (5 minutes, slide 5). A describes a frustrating service experience from their own life for 60 seconds. B summarises it in two sentences, and A rates the summary: missed it, close, or exactly. Swap.
2. Phrase swap (5 minutes, slide 6). Each table gets ten cards with blocking phrases collected from your own team ("we're very busy today"). They rewrite each one so it ends with something the customer can expect.
3. Rewrite the worst email (5 minutes, slide 8). Hand out a long, jargon-filled reply you have written for the purpose. Rewrite it in under 80 words, with the answer in the first line and the next step in the last.
4. Standards in our words (5 minutes, slide 3). Each table takes one standard and writes the behaviour a mystery shopper could tick. Collect them; they become your checklist for coaching.
5. Complaint trail (5 minutes, slide 9). On a flip chart, map where a complaint goes after the customer leaves: who records it, who reads it, what changes. Teams often find a gap at the third question.
6. Two-minute drill (3 minutes, slide 7). The trainer reads a customer line; the next person answers in one sentence using own, option, next step. A good warm-up after a break.

For a short follow-up talk at a later team meeting, our presentation ideas for work and team meetings list 25 topics.

Customer service training questions and answers: a 10-question quiz

Questions on one slide, answers on the next. In the 30-minute version, use questions 1, 2, 5, 6 and 7. Questions 8 and 9 are US rules; swap in your own country's elsewhere. We suggest 8 of 10 as a pass.

Session plans: 30, 60 and 90 minutes, minute by minute

The same twelve slides in three lengths; each column adds up exactly. A session plan is close to a lesson plan for adults, and our lesson plan template page has formats you can reuse.

For a break in the 90-minute version, take five minutes from the quiz discussion after slide 7. With four role-play rounds, everyone in a group of three plays the staff member at least once; with two rounds, give the staff card to the newest people.

Customer service training topics for employees, by team

The twelve slides are the core for any team. Add one or two topics for your own team, and the role-play that matches its day.

For new starters, run this session in their first weeks, after the welcome and the systems training. Our onboarding presentation guide covers that first day and the 30, 60 and 90 day plan around it.

Customer service training PPT: how to build the slides

Whatever the tool, build the deck for practice, not for reading. Seven rules we use:

• One behaviour per slide, with a sentence as the title. "Summarise before you solve" teaches; "Listening" labels.
• The words to say go on the slide. The phrase table, the greetings and the complaint steps are what people copy. The reasons go in your talking points.
• Your own pictures. Your counter, your own system with customer data removed, your own policy wording.
• Role-play cards on paper, not on screen, so the customer never sees the staff card.
• Quiz questions and answers on separate slides. Then the answers slide becomes the discussion.
• A one-page handout. Slides 3, 6, 7 and 9 printed or saved as a PDF become the reference people keep at the desk.
• An accessible session. Large type, captions on any video, pictures described aloud.

For the general method of putting any deck together, from outline to rehearsal, see our guide on how to make a presentation.

What to check before you present

A short, honest list. This page gives a structure and verified outside rules; your organisation supplies the policies, and the law where you work decides the rest.

Three ready requests to paste into NOXI

To get the deck built and laid out instead of making it slide by slide, paste one of these into NOXI and replace the words in brackets with your own.

Make it in NOXI: a customer service training deck in one request

NOXI 2.0 makes 14 formats from one request, and a training deck is the Presentation format, 16:9 by default. It is free to start: the free plan covers five documents a month, and every change after that, by chat or by hand, is free. No credit card is needed to start, and downloads carry no watermark, on the free plan too. The full list of formats is in the NOXI 2.0 launch article.

Frequently asked questions

What should a customer service training presentation include?

Twelve slides cover it: the goal, what customers judge you on, your service standards, greeting, listening, helpful wording, solving and saying no, phone, email and chat, complaints, upset customers, accessible service, and a closing slide for role-plays, a quiz and one commitment each. Every slide should teach a behaviour people can practise before the session ends.

How many slides should a customer service training presentation have?

About twelve for a 60-minute session, which leaves about a quarter of the time for role-plays and the quiz. A 30-minute refresher can use the same deck faster, with the channels slide handed out as a page, and a 90-minute workshop keeps all twelve while doubling the role-play time. More slides usually means less practice, not more learning.

How long does customer service training take?

One session runs 30 to 90 minutes, but learning the job takes longer. The US Bureau of Labor Statistics says customer service representatives usually receive short-term on-the-job training lasting 2 to 4 weeks, and those in finance and insurance may need several months to learn the regulations. Treat the presentation as the first day of that.

What are good customer service training topics?

The core topics are greeting, active listening, empathy and wording, solving problems and saying no, phone, email and chat skills, complaints handling, de-escalation and safety, and accessible service. Then add your team's own: returns for retail, hold and transfer for contact centres, privacy at the desk for healthcare reception, and written tone for chat teams.

What are good role-playing scenarios for customer service training?

Use situations your team meets every week: a missed delivery on the phone, a refund request outside policy at the counter, a double charge raised on chat, and a customer who needs another way to communicate. Give the customer and the staff member separate cards, add an observer with a checklist, and debrief each round for two minutes.

What skills does customer service training teach?

The BLS Occupational Outlook Handbook lists six important qualities for customer service representatives: communication skills, customer-service skills, interpersonal skills, listening skills, patience and problem-solving skills. A good training presentation turns each one into a behaviour, such as summarising the problem back before solving it, and practises it in a role-play the same day.

How do you teach de-escalation in customer service training?

Teach a sequence and a limit. CISA's De-Escalation Series uses four steps, recognize, assess, de-escalate and report, and says safety is the highest priority: know your limits and get help immediately if needed. Practise calm wording with upset customers in role-plays, only discuss threatening situations, and name your organisation's real procedure.

What questions should a customer service training quiz ask?

Ask about behaviours and rules, not slogans: which question is open, what to say instead of "that's not my department", the steps for a complaint, the de-escalation sequence, and your local rules on service animals or relay calls. Tie each question to the slide that teaches it, and go through every answer in the room straight afterwards.

Is customer service training required by law?

It depends on where you work. Ontario requires accessible customer service training for all employees and volunteers as soon as possible after they join, and businesses with 50 or more employees must keep training records. In the US, ADA rules such as the two service animal questions apply to staff, so training is the practical way to follow them.

Can NOXI make a customer service training presentation?

Yes. In NOXI's Presentation format, one request with your team, session length and standards gives a full deck with role-play and quiz slides, and you can attach your service policy for NOXI to build from. Definitions it looks up keep their sources, and the deck exports to PowerPoint. The free plan covers five documents a month.

Sources & methodology

Every outside rule, standard, figure and quoted line comes from its publisher, opened on 9 November 2026, signed out. ISO standards are paid documents; we cite only what ISO publishes about them for free (title, summary, dates and status). The working service standards, phrases, role-play cards, activities, quiz, pass mark and timings are editorial: the companies, names, prices and policy limits in them are invented, and the timings are our working plan, not a published standard.

• [1] Customer service representatives: 2025 median pay $44,770 per year; 2,666,000 jobs in 2025; employment "projected to decline 5 percent from 2025 to 2035", with about 289,500 openings a year; "short-term on-the-job training, which typically lasts 2 to 4 weeks", several months in finance and insurance, guidance from an experienced worker for the first weeks; important qualities: communication, customer-service, interpersonal, listening, patience and problem-solving skills; page last modified 29 October 2026 · US Bureau of Labor Statistics, Occupational Outlook Handbook, Customer Service Representatives, checked 9 November 2026.
• [2] Post-transaction survey driver statements: effectiveness "My need was addressed", ease "It was easy to complete what I needed to do", efficiency "It took a reasonable amount of time to do what I needed to do", transparency "I understand what was being asked of me throughout the process", humanity and fairness "I was treated fairly", employee interaction "Employees I interacted with were helpful", plus "Something else"; sample trust statement "This interaction increased my trust in [HISP name]"; thumbs up or down, or a 1 to 5 scale · Performance.gov, CX data handbook, checked 9 November 2026.
• [3] Customer experience: "the public's perceptions of and overall satisfaction with interactions with any government agency, product, or service"; OMB Circular A-11, Part 6, Section 280, updated annually, 2024 update described · Performance.gov, Customer Experience and A-11 Section 280, checked 9 November 2026.
• [4] ISO 10002:2018, Quality management, Customer satisfaction, Guidelines for complaints handling in organizations; edition 3, published July 2018, 31 pages; covers "providing complainants with an open, effective and easy-to-use complaints process" and "analysing and evaluating complaints in order to improve the quality of products and services, including customer service"; not for disputes referred outside the organisation or employment disputes; Annex B for small businesses; "last reviewed and confirmed in 2023" · ISO, ISO 10002:2018, checked 9 November 2026.
• [5] ISO 18295-1:2017, Customer contact centres, Part 1: Requirements for customer contact centres; "specifies service requirements for customer contact centres", in-house and outsourced, "across all sectors and all interaction channels"; edition 1, July 2017; stage 90.92 "International Standard to be revised", dated 17 April 2026 · ISO, ISO 18295-1:2017, checked 9 November 2026.
• [6] ISO 23592:2021, Service excellence, Principles and model: "specifies service excellence terminology, principles and model"; "does not focus on the provision of basic customer service but on the provision of excellent service"; applies to commercial, public and not-for-profit organisations · ISO/TC 312, ISO 23592:2021, checked 9 November 2026.
• [7] Customer Service Excellence, "a quality mark originally created by the Cabinet Office"; Version 2.0; five criteria (customer insights, organisational culture, information and access, service delivery, connecting with customers), 12 principles, 39 elements; Version 2 "came into effect on 1 May 2026" (home page) · Customer Service Excellence, The Standard and home page, checked 9 November 2026.
• [8] Maroon and Gold Standards of Excellence: Greet, Assist, Address concerns, Create solutions, Exceed expectations; "Acknowledge the person in front of you within two to three seconds (even if you are busy)"; "Follow up on your commitments to the customer" · Loyola University Chicago, Five Standards, checked 9 November 2026.
• [9] De-Escalation Series, four parts: recognize, assess, de-escalate, report; "Safety is the highest priority, know your limits, and obtain help immediately if needed"; 9-1-1 for immediate threats; published 21 September 2021 · US Cybersecurity and Infrastructure Security Agency, De-Escalation Series, checked 9 November 2026.
• [10] When it is not obvious what service an animal provides, staff may ask two questions: is the dog a service animal required because of a disability, and what work or task has it been trained to perform; staff cannot ask about the disability or require medical documentation; dogs whose sole function is comfort or emotional support do not qualify; last updated 28 February 2020 · ADA.gov, ADA Requirements: Service Animals, checked 9 November 2026.
• [11] "Staff who answer the telephone must treat relay calls just like other calls"; writing notes back and forth for simple product questions with a deaf customer; last updated 28 February 2020 · ADA.gov, ADA Requirements: Effective Communication, checked 9 November 2026.
• [12] Training for "all employees and volunteers (paid and unpaid, full-time, part-time and contract positions)"; eight required topics, from the purpose of the AODA to how to interact with people who use assistive devices, service animals or support persons; "as soon as possible after an employee or volunteer joins"; retrain when policies change; records for public bodies and for businesses or non-profits with 50 or more employees; updated 21 September 2026 · Government of Ontario, How to train your staff on accessibility, checked 9 November 2026.
• [13] Service animals identified by a harness or vest, or by documentation from a regulated health professional; notice of temporary disruptions; feedback process; link to a free training resource on accessible customer service; updated 21 September 2026 · Government of Ontario, How to make customer service accessible, checked 9 November 2026.
• [14] "Try to split up sentences that are over 25 words long"; "Paragraphs should have no more than 5 sentences each"; use "help" instead of "assist" · GOV.UK content and publishing guidance, Use clear language, checked 9 November 2026.