Chapter 3
IN THIS LESSON
By the end of this module, participants will be able to:
Communicate more effectively with autistic customers.
Recognize and respect different communication styles.
Apply inclusive service strategies that reduce stress for both staff and customers.
Respond appropriately in situations where a customer feels overwhelmed.
3.1 Why Communication Matters
Good customer service is about making every customer feel welcome and respected.
For autistic individuals, communication can sometimes look or sound different.
Some may avoid eye contact.
Some may prefer short, clear language.
Some may use communication devices, cards, or gestures.
Some may need extra processing time before responding.
👉 Respecting these differences shows customers they are valued.
3.2 Inclusive Communication Practices
✅ Do’s
Be clear & direct: Use simple, plain language. (“The restroom is to the left of the counter.”)
Speak calmly: Keep tone even and friendly.
Allow processing time: Wait quietly after asking a question.
Offer visual supports: Menus with pictures, step-by-step instructions, or signage.
Respect assistive tools: If a customer uses a tablet or cards to communicate, respond normally.
❌ Don’ts
Don’t rush or pressure for quick answers.
Don’t assume lack of speech means lack of understanding.
Don’t force eye contact.
Don’t speak only to a caregiver — always acknowledge the autistic individual.
3.3 Handling Sensory Overload in Customers
Sometimes, a customer may become overwhelmed. Signs can include:
Covering ears or eyes
Pacing or rocking
Becoming very quiet or visibly upset
Staff Response Steps:
Stay calm and avoid drawing unnecessary attention.
Offer assistance in a gentle way: “Would you like a quieter space?”
Provide options: step outside, use a quiet corner, or finish the transaction later.
Respect if the customer or caregiver declines help.
3.4 Real-World Service Scenarios
Scenario A:
A customer is slow to answer when you ask for their order.
👉 Best practice: Wait patiently, keep a friendly expression, and avoid repeating the question too quickly.
Scenario B:
A child covers their ears in your shop when music plays.
👉 Best practice: Lower the volume if possible or offer reassurance to the parent/caregiver.
Scenario C:
A customer uses a phone app to show you their order.
👉 Best practice: Accept it as valid communication, repeat back for clarity, and thank them.
3.5 Benefits of Inclusive Customer Service
Builds trust and loyalty — families return to businesses that feel safe.
Improves staff confidence — less stress in handling unique situations.
Creates a welcoming reputation in the community.