Purple Tuesday is a global social movement that is dedicated to enhancing the accessibility of customer environments. The movement encourages businesses to rethink their approaches to customer service and consider how their environments can be more welcoming to individuals with a range of neurodiverse conditions, such as Autism, ADHD, and disabilities.
While Purple Tuesday is a fantastic initiative dedicated to raising awareness and promoting positive change, it also presents an opportunity to look beyond just one day a year and explore how businesses can train their customer-facing employees to be more empathetic and knowledgeable when it comes to neurodiversity.
Why training customer-facing employees on neurodiversity is essential
Purple Tuesday raises awareness of disabilities, but when it comes to neurodiversity, it’s critical that businesses take this conversation beyond one day of awareness. Neurodiversity encompasses a broad spectrum of conditions, and people on this spectrum may interact with the world in unique ways. Training customer-facing employees to understand neurodiversity can help businesses create environments where everyone feels valued and supported.
Here are several reasons why training customer-facing employees is essential:
1. Better customer experience
When employees are equipped with the knowledge and tools to support neurodivergent customers, these individuals are more likely to have positive experiences. For example, someone with Autism might feel overwhelmed by bright lights or loud noises. Being able to recognise these needs and offer a more accommodating environment can make all the difference.
2. Building brand loyalty
Customers who feel respected and understood are more likely to become loyal to a brand or business. Proactively training employees, will allow businesses to foster inclusivity but also build long-term relationships with customers. Word-of-mouth from these customers can also spread to others who may benefit from such considerations.
3. Improved communication skills
When organisations understand the different ways in which neurodivergent individuals might communicate, they are better prepared to listen and respond effectively. For instance, someone with social anxiety might struggle to make eye contact or engage in small talk, but that doesn’t mean they’re uninterested.
4. Legal and ethical responsibility
Awareness training in neurodiversity can help businesses stay ahead of legal requirements and demonstrate a commitment to social responsibility. The ethical responsibility to treat all customers with dignity and respect is something that can’t be overstated.
How to train customer-facing employees
To make meaningful change, it’s essential that training on neurodiversity is not just a one-time event but an ongoing commitment. Here’s how businesses can begin:
- Incorporate neurodiversity awareness into onboarding – Bring in experts to deliver neurodiversity training, and make this part of the onboarding process for new employees, along with ongoing training for existing staff.
- Provide resources and tools – resource guides or quick-reference materials for employees and managers, can provide additional support. These might include tips and reasonable adjustments.
- Encourage empathy and patience – Remind employees that neurodiversity isn’t about ‘fixing’, but understanding their needs and being patient, compassionate, and flexible in the approach.
Conclusion
Purple Tuesday is a fantastic reminder that inclusivity isn’t just a one-time effort, but rather an ongoing commitment to creating environments where everyone, regardless of their abilities or differences, feels welcomed and understood. By training customer-facing employees on neurodiversity, businesses can ensure a positive, respectful experience for customers.
