Code of Conduct for Tourism South East Member’s
“Putting Customers First”
Compliance with the Code of Conduct is a condition of membership with Tourism South East
Guiding Principle
To set out the standards of practice which members taking part in the Board’s marketing and other activities undertake to follow in their dealings with customers.
1. To deal fairly and reasonably with their customers at all times and to ensure their satisfaction with the goods or services purchased.
2. To manage the business in such a way as to provide the highest practicable standards of customer care, cleanliness, hygiene and maintenance.
3. To adhere with the assessed only policy by participating in the National Quality Assurance Scheme for the duration of membership. To only promote other providers who also participate in Quality Assurance.
4. To ensure that all staff should be clearly identifiable and be conversant with company policy and procedure.
5. To ensure that if customers are required to make a purchase prior to receiving the goods or services then adequate and clear information must be available before the decision to purchase is made.
6. To ensure that customers should be made aware of the opening/operating times of the business and whether there are any charges for admission, or additional payments for specific items, attractions, services or facilities.
7. To ensure that no information should knowingly be given to customers that is misleading. All advertisements, brochures and other promotional means should fairly and accurately describe the amenities, facilities and services offered. Any significant restrictions on entry, access or purchase should be clearly stated.
8. To give due consideration to the requirements of disabled people or those with special needs and make suitable provision where practicable.
9. To deal promptly and courteously with all enquiries, requests, correspondence and complaints from customers. In case of dissatisfaction customers are asked to advise a staff member at the time. All staff who deal directly with the public should be aware of company policy in these matters and be able to assist customers.
10. To comply with all applicable legislation. Members should also observe all requirements of Codes of Conduct, Charters, etc., that apply to their membership of business organisations, or participation in applicable schemes.
11. To ensure the provision of adequate public liability insurance or other equivalent arrangements.
In cases of non-observance of this Code of Conduct, Tourism South East reserves the right to withdraw a Member’s eligibility to participate in any of the Board’s activities