A customer with a disability or who is elderly may need extra time and assistance at your window. What is the BEST approach?

Serving all members of the public with patience and respect — including customers who need extra time or assistance — is a core expectation of the role. The best approach is to be patient, courteous, and genuinely helpful, providing reasonable assistance so the customer can complete their transaction comfortably. Rushing them, offloading the responsibility to another customer, or turning them away all fail the standard of inclusive, respectful service the exam values. The VEA rewards associates who treat every customer, including those who need additional help, with dignity and attentive service.