ON – Accessible Customer Service Standards Quiz iMIS number (if known)Name First Last Email Today's Date* MM slash DD slash YYYY Please select the best answer for each of the questions.1. Customer Service is the first of five standards that will be rolled out under the Accessibility for Ontarians with Disabilities Act (AODA) legislation.* True False 2. Organizations that do not comply with the legislation can face penalties.* True False 3. Physical barriers include:* A. High shelves B. Direction signs and printed materials C. Stairwells D. A & C 4. Information and communication barriers include:* A. Stairwells B. Direction signs and printed materials C. Websites D. B & C 5. “Customer” can be defined as:* A. Members of Girl Guides of Canada B. Potential members C. Caregivers of Girl members D. All of the above 6. The following are acceptable methods for notifying customers of a service disruption:* A. Asking the facility to post a notice at the entrance B. Phoning or e-mailing customers to notify them of the disruption C. Posting on the organization’s website D. All of the above 7. If a customer has a service animal, it is okay for the animal to be where food is served.* True False 8. When a customer attends a meeting with a support person, I should direct all my questions to the support person.* True False 9. Customers can provide feedback at the Unit level or to a central number or e-mail address.* True False 10. A Guider cannot ask caregivers to provide any detail about limitations beyond what the caregiver has included on the health form.* True False 11. I should be willing to adapt my program in order to accommodate the customer.* True False 12. A best practice tip for assisting a person with vision loss includes:* A. Pointing at where you want the person to move to B. Identifying yourself so the customer knows who is talking C. Keeping your hands or any objects away from your mouth and face 13. The following is a general rule for handling service animals:* A. Never separate the person and their service animal B. Have treats on hand for service animals C. Greet both the person and the animal D. Ensure all animals stay outside 14. If you are talking to a person with disabilities over the phone, you should:* A. Complete the person's sentences to speed up communication when possible B. You should discuss confidential information, with a third party on the line C. Speak normally and always address the person, even when using a message relay service 15. Best practice tips for assisting persons with hearing loss include:* A. When providing written information, offering to read or summarize it B. Keeping your hands or any objects away from your mouth and face C. Telling the customer if you are moving away from him/her CAPTCHA