How do you receive customers with a disability?

2 min Reading time

Guide for bank employees


Every customer, with or without a disability, wants to feel welcome and respected when they visit the bank. And when a bank employee is well aware of the nuances and possible limitations of different customers, he contributes to a respectful, caring and spontaneous atmosphere during customer contact. This in turn promotes communication and interaction between the two.


Febelfin has put together a brochure to receive customers with a disability as well as possible and to guide bank employees in this. This brochure is aimed at employees of financial institutions and was initiated by a working group that focuses on adapting banking products and services to customers with a disability. The information collected takes into account mutual shared experiences in practice.

The brochure summarizes useful practical advice and tips in five clear pages. The brochure focuses on auditory, visual, motor and mental disabilities.