|
|
| (A) Ensure the training of employees, including: |
|
|
| A1) Training of all employees involved in the provision of services directly to consumers to ensure the satisfactory delivery of the tasks assigned to them; |
| |
|
|
| A2) Recording the attended training by the employees in a training register established for this purpose; |
| |
|
|
| A3) Appointment of a quality coordinator in order to ensure a coherent approach towards the quality management of the services provided and the involvement of the relevant employees in the quality process; |
| |
|
|
| (B) Ensure the training of employees, including: |
|
|
| B1) Establishment of a mechanism for the handling of consumers' complaints at the place of the delivery of the service or via the Internet; |
| |
|
|
| B2) Ensuring that complaints are responded to without delay; |
| |
|
|
| B3) Carrying out consumer satisfaction surveys and the taking into account the results thereof to improve the quality of the service; |
| |
|
|
| (C) Keep and adhere to a documented cleaning and maintenance plan for the facilities or equipment where appropriate |
|
|
|
|
| (D) Make information available to consumers, including: |
|
|
| D1) Information on local customs, heritage, traditions, services and products; |
| |
|
|
| D2) Information on accessibility with respect to the services provided; |
| |
|
|
| D3) Information on sustainability aspects with respect to the services provided; |
| |
|
|
| D4) Information on the Principles; |
| |
|
|
| (E) Ensure that this information is correct, reliable, clear and accessible in at least the most relevant foreign language, if appropriate to the location and business concept. |
|
|
|
|
|
|
|
|
|
|
|
|