tavaks peetud normidest erinev klient, kellel on teenuse kasutamiseks spetsiifilised, tavaliselt tervisest tingitud erivajadused
some customers may have special needs, including: a disability (physical or mental); a short-term illness or impediment; may come from another language speaking background so have limited understanding of the language
customers with special needs may have difficulty communicating what their needs are or may take time processing information. Sometimes it is not easy to identify a customer with special needs
