We now have 8 months before the AODA Customer Service Standard compliance deadline. Have you counted your employees? If not I recommend you start here. 8 months may seem like a lot of time but you may be cutting it close.

A recent trend I have noticed is the three tier training method.  This includes face to face instructor led training, online courses, and print material such as brochures. Depending on the amount of customer interaction within the organization, you are placed into a staff group and trained accordingly. Senior management tends to receive the face to face training and the print material is being presented to front line staff in some cases. I am wondering whether this is the most effective means of training, especially for those employees who interact with customers on a daily basis. Also, how much customization is taking place? Those deciding on the policies and standards should probably be exposed to different content. Is this happening? And lastly, are the right people in your organization involved with the implementation of this program?