VUSSC/Content/Tourism/Customer Care/Contractual Agreement with Customers

CONTRACTUAL AGREEMENTS WITH CUSTOMERS

When you agree to provide goods or services to a customer you are entering into a contract with that customer. On some occasions your organisation/agency and your customers may sign written contracts. These identify the way in which the goods or services will be provided. On other occasions the agreement may be verbal or implied as part of a transaction.

No matter what form the contract with a customer takes it can be legally binding. Therefore it must be adhered to. It is also good customer service to provide goods and services to your customers in the way that you have agreed to do.

Ensuring the health and safety of customers As a tour guide, you must have realised that you have a legal responsibility concerning the health and safety of your customers. You must take reasonable care for your own health and safety and that of others who may be affected by what you do or do not do. You have legal duties regarding your safety and the safety of others.

This means that you must work in a way that ensures a safe and healthy environment for your customers when they visit your place of work and when are on a tour. Moreover you need to be constantly looking out for hazards and risks.

The word hazard is used to describe something that can cause harm, something that is dangerous or is potentially harmful. Examples of hazards


 * fire;
 * noise;
 * electricity;
 * dangerous chemicals.

The word risk is used to describe:


 * the chance or probability that someone will be harmed by a hazard;
 * the likelihood that a hazard will lead to personal injury and the severity of that injury.

You must not do things that may create risks for your customers. For example,


 * Do not forget to warn customers about hazards.
 * Do not fail to carry out the safety checks that are part of your job.

Now complete activity 25.

Activity 25 Fire regulations

Health and safety training should ensure that you know what to do


 * to prevent fire;
 * in the event of a fire.

To prevent fire you will need to know


 * your organisation’s procedures for avoiding fires;
 * how to stop the spread of fire by keeping fire doors closed.

In the event of a fire you will need to know


 * what you must do if you discover a fire;
 * in what circumstances and how you should use fire fighting equipment;
 * what you must do if the fire alarm is sounded;
 * how to leave the building;
 * who you should help to evacuate the premises;
 * where you should assemble once you have evacuated