New customer service training to create more inclusive experiences
Activity Alliance has launched two new eLearning courses to help frontline staff build the confidence and skills to provide inclusive customer service for disabled people and people with long-term health conditions.
The new courses, ‘Providing an inclusive service in leisure settings’ and ‘Providing an inclusive service for community activities’, have been designed for people working or volunteering in customer-facing roles across leisure facilities, community venues and local activity settings.
Building on the success of the popular ‘Delivering an excellent service for disabled customers’ course, these new training opportunities reflect the changing needs of the sector. Alongside a refreshed leisure version, Activity Alliance has developed a brand-new course specifically for community organisations, recognising the growing demand for practical disability inclusion training beyond traditional leisure environments.
Chloe Studley, Head of Workforce at Activity Alliance, said:
"The launch of these courses is a significant milestone in the continued growth of Activity Alliance's Learning Hub. We're committed to providing high-quality, practical training that helps organisations create more inclusive environments for everyone, and these new resources build on that ambition.
"By expanding beyond leisure settings and introducing a dedicated community course, we're responding to the growing demand for inclusive customer service training across the whole sport and physical activity sector. Together, these courses will help more staff and volunteers develop the confidence to create positive experiences where disabled people feel welcomed, valued and able to take part."
Both courses have been co-designed with disabled people, ensuring lived experience sits at the heart of the learning. The content has also been reviewed in partnership with Sporting People and Sport for Confidence to ensure it reflects current good practice and gives learners practical actions they can apply in their own settings.
Inclsuive practices are crucial, with our Annual Disability and Activity Survery showing that disabled people experience a lack of inclusive activities in practice, despite sport and activity organisations saying they are inclusive. It found that inclusion depends on staff confidence, training and willingness to adapt as well as accessible facilities and equipment.
Through a mixture of videos, interactive activities and reflective exercises, learners hear directly from disabled people and people with long-term health conditions about the difference inclusive customer service can make. Real-life experiences help bring the learning to life, highlighting both the barriers people can face and the positive impact of welcoming, accessible and inclusive environments.
The leisure course features new videos and photography filmed at Basildon Sporting Village with the support of Sport for Confidence. The community course was developed with North Yorkshire Sport and filmed at Bilton Health and Wellbeing Hub in Harrogate, showcasing inclusive community activity spaces.
A new interactive training map has also been introduced on both courses. Developed with Future Coach, part of the Future Fit Group, the feature allows learners to explore a virtual leisure centre or community venue. Toidentify common barriers and discover simple, practical improvements that can create a more inclusive experience. From creating a welcoming reception area to ensuring someone is available to greet participants, the scenarios demonstrate changes that organisations can make immediately.
Each course also includes a downloadable workbook, encouraging learners to reflect on what they have learned and develop practical actions to improve customer experiences in their own workplace or community setting.
A spokesperson from Sporting People highlighted how valuable these courses will be:
“Having inclusive, accessible, high quality customer experiences are particularly important for those furthest from the sport and physical activity marketplace. So seeing these learning opportunities go live will hopefully deliver a positive return for people, giving frontline staff more confidence and knowledge to deliver outstanding customer experiences for everybody.”
Early feedback has been overwhelmingly positive. Jimmy, Sport Welfare Officer from Active Kent and Medway, who reviewed the community course, said:
"A great course that was very informative and enjoyable. The course was easy to access and follow, allowing me to learn at my own pace without feeling pressured. I would highly recommend it to anyone looking to build their confidence and understanding in creating inclusive and positive customer experiences for people with disabilities and long-term health conditions."
Whether welcoming visitors to a leisure centre or supporting people at a community activity, every interaction can shape someone's experience. These new courses provide practical, accessible learning to help organisations create environments where disabled people feel welcomed, valued and able to take part with confidence.
Sign up
Sign up for these new training courses on the Activity Alliance Learning Hub and start building a more inclusive customer experience in your leisure or community venue today.
