1. When you are explaining, a guest rudely interrupts you and asks other questions directly.
This problem is easy to solve. When you join the group, you just need to look around the guests with gentle and silent eyes, check whether these guests are different from the information you signed up for, and then greet everyone with a smile. At this time, there will be guests who can't hold back the joy of traveling or ask you questions. You can simply answer him with a smile, then connect what you want to say in your mind, and explain these questions emphatically, so that you can know which travel agency you represent, which tour guide you are, who is the driver who provides services with you, your service scope, and explain the scenic spots you want to go to, what are the characteristics there, and the precautions for traveling. This means that if a guest interrupts your speech and makes other unreasonable demands, you can take the method of ignoring them first, that is, everyone knows that you can't hear them; You can also ask him to answer him alone in the future. For example, I took a delegation to Shilin Gorge. When I made a welcome speech and talked about the characteristics of Shilin Gorge, a guest said loudly and disdainfully, "I have seen the real stone forest. Don't fool us." At that time, the quiet car suddenly caught fire and I froze. Then I laughed with everyone, and then he said, "Stop it, I have seen the real stone forest. You just saw the real thing, didn't you see the fake thing? Then I will not only fool you and me to see the fake ones, but also make you feel trafficked. " Just after saying this, the car began to go around, and I immediately reminded everyone, "Now it's turning, everyone, do a good job, and I will continue to sell it." Everyone laughed, which eliminated the unhappiness, enlivened the atmosphere and increased everyone's affinity.
2. During the tour, the guest unilaterally proposed to modify the contract and change the tour route.
This kind of problem also happens from time to time. Some tourists expect too much from the scenery of the tourist destination before going out, so they are disappointed as soon as they get there, and want to break the contract and create trouble for the next scenic spot. At this time, as a tour guide, you should understand the real purpose of the guest's breach of contract and fully explain the essence of this scenic spot. As the saying goes, the beauty of a scenic spot depends on the mouth of a tour guide, which shows how important the tour guide's explanation is. Many cultural landscapes rely on the explanations of tour guides to understand their connotations. It is different from the natural landscape, and the natural beauty is intuitive. For example, you often take tour groups to Beijing, giving you the Forbidden City in the morning and the Summer Palace in the afternoon. These two scenic spots are closely related, one is the place where the emperor used to work, and the other is the place where the emperors' empresses rest and play. In the face of such an arrangement, we should be fully prepared to explain, rather than simply bringing tourists into the scenic spots and getting things done. As a 1 day tour group, time is tight, but there are many things to explain. How to explain how to make tourists feel that you are happy to come, but it is also quite rewarding. This is a question that every tour guide should consider. Then, especially the Forbidden City, as the imperial palace of Ming and Qing Dynasties, its architecture has a typical Chinese classical style, and it is the most precious treasure house of culture and art in China, where 24 emperors once lived. The Forbidden City is huge, covering an area of 720,000 square meters, with a building area of 6.5438+0.5 million square meters, and houses in nine thousand nine hundred and ninety-nine. It is the largest and most complete ancient palace complex in the world. So many tour guides know to talk about this, but how can these abstract things be applied to the process of tourists' emotional tour? This requires the tour guide to firmly grasp the rich connotation of the Forbidden City's own architecture and history, and use professional language, characters and well-known stories to give these lifeless buildings and ornaments a fresh aura, so that visitors can deeply feel the supreme authority of the emperors in the history of the Forbidden City on the basis of understanding the architectural style and mode of the Forbidden City, so that at the end of the visit, every visitor has a good feeling of wading through the long river of history and marveling at the wisdom and ingenious skills of the ancients. Instead of letting tourists see only a few empty rooms under the yellow glazed tiles, it is boring for tourists to swim out and shout. It is really a fool. If you are not fully prepared for the wonderful explanation as a tour guide, you will face the dissatisfaction of tourists, which will affect your next visit to the Summer Palace. Some tourists will ask to change the contract and go to the zoo or other scenic spots in Beijing. In the face of such a problem, first of all, you should be sincere and humble, explain that it is because of your lack of knowledge or experience, and then try to make supplementary explanations for you. At the same time, on the way to the Summer Palace, you will make a wonderful overview and leave a visit point for everyone. Don't blindly emphasize that you are acting according to the contract, or break the contract without going to the tourists, which will make the tourists feel uncomfortable and intensify contradictions and problems. To give two examples: First, our travel agency once took a team of 200 people to visit Tiananmen Square, the Forbidden City and the Summer Palace. Such a big team 1 day is not easy. If there is a slight problem in one link, the contract content cannot be completed, which also tests the ability of each tour guide. This time the club sent five tour guides, and I was the team leader. Only one of them is a new tour guide. Before leaving the tour group, we conducted a simulation exercise for each tour guide to explain the problems and attractions, which can be said to be well prepared. However, after everyone visited the Forbidden City, someone still asked a bus full of tourists to change the contract and not go to the Summer Palace. I hurried to the bus to find out the situation, only to know that the tour guide of this bus is a new tour guide. Although she made full preparations, stage fright failed to play out, making tourists feel less comprehensive than other cars. So everyone proposed to change the tour guide and change the route. I didn't respond to such a request in a hurry. Instead, I used humorous words to ease the tense and hostile atmosphere, and then re-introduced our tour guide and her efforts for this tour, invited all tourists to be teachers, and gave the student a chance to learn. At the same time, the tour guide also made a sincere statement to win everyone's understanding and understanding of the tour guide work. When the whole trip to Beijing was over, I saw that the tourists on this bus were right. The second example is last year 10/day. There were many reception teams in our club, all of which were full-time tour guides. At this time, the club temporarily hosted a one-day individual tour group to Beijing Zoo and World Park. No way, the club manager called a part-time tour guide and asked her to take a team of 20 people. This part-time tour guide is a new tour guide, and her full-time job is a history teacher, so the manager of the club thought she would take the tour group. That morning, a tourist was scheduled to leave for Beijing at 5 o'clock in front of the travel agency. It happened that he was 20 minutes late. Coincidentally, he got on the Jixian section of the Beijing-Shenyang Expressway and was caught in a traffic jam. Many tourists began to get excited and began to blame the late tourists for the traffic jam. The tourists didn't speak at first, which was embarrassing, but everyone kept mumbling. The guests became anxious and the atmosphere in the carriage was tense. The tour guide just stood up and said a few words. Now the tourists are more excited. They all pointed the finger at the tour guide and began to say, why didn't the driver who knew the traffic jam here make a detour in advance? Why didn't the tour guide remind the tourists of the gathering time in advance, which caused some tourists to be late? A tour guide can completely resolve the contradictions among tourists, so why intensify them? Our trip was delayed by the tour guide and we didn't have a good time. What shall we do? Wait, a lot of words hit the tour guide like a bomb, which blew the tour guide up at once. At this time, a guest impulsively came to the driver and asked him to turn around and not go to Beijing, asking the tour guide to refund the money. The tour guide began to cry, and then started to contact the travel agency for the next step at the driver's prompt. After a brief understanding of the situation, the manager replied to her to calm the tourists' mood. If the traffic jam can be solved within one hour, she will continue to travel without shortening the time for tourists to play, and explain the characteristics of scenic spots in the car. About half an hour later, the road was clear, and the tour guide continued to lead everyone to Beijing, but the tour guide did not follow the manager's request, but sat alone next to the driver and chatted with him to let the tourists watch VCD. Several tourists are still making a fuss about what just happened, and the tour guide just pretended not to hear and ignored it. When we arrived at Beijing Zoo, the tour guide took everyone to the door, handled the tickets for everyone, told everyone that the assembly time was 1 1 o, and waited at the door, and then began to let everyone visit freely. At noon 1 1, the tour guide only saw eight tourists coming out. When he asked the others, they all said they didn't know, but they also came out in a daze. The tour guide told us to wait until 12: 30, but three tourists were still missing. I called these guests, but no one answered. The waiting guests began to get impatient, saying that they had delayed going to the World Park, and began to ask not to wait. The tour guide can't continue to ask the club for instructions. The club replied to find a way to find it, and it is not allowed to be shameful for no reason. At about two o'clock in the afternoon, these three guests came out. It turned out that they were deliberately late because they were dissatisfied with the work of the tour guide. Everyone saw these three people swaggering out of the cold drink stand beside the zoo. Anyone can imagine the emotions of these people who waited for hours at that time. Suddenly, people were angry. Some said they would go to dinner and let others wait. Some said they knew they were going to the clothing market. The guide tried to persuade everyone to get on the bus. After getting on the bus, the tour guide looked at his watch and said that it was almost three o'clock, and he had less than two hours to visit the World Park. If everyone has to wait on time, most guests say excitedly, we won't go. We ask your travel agency to compensate us for the loss, otherwise we will bring us back tomorrow. . . . . After a long quarrel, everyone disagreed and the tour guide stopped talking. No way, the driver's master parked his car in the parking lot and waited for the tour guide to ask the travel agency what to do. Faced with these problems, the club had to respond and now it is back. This is the first time that our club has encountered such an unsuccessful thing. Then each of us began to analyze the problems here. Actually, it's a very simple thing. Because the tour guide is not responsible and flexible enough, the travel agency has been suspended, which has caused a very bad influence. So it depends on what causes the contract to change. According to the relevant provisions of the contract law and tourism management, it cannot be changed at will. Please sincerely face every tourist, solve the problems in time, let travel bring you happiness, and you will get happiness from it.
3. What should tourists do if they deliberately make things difficult for tour guides?
Many times, tourists choose to travel in order to relieve the fatigue of daily work, relax, increase their knowledge and broaden their horizons, all of which should be in a relaxed and happy mood. However, some people are depressed and want to vent their accumulated fire. What should our tour guide do when he meets such a person? Once, I took 52 rural old party member to visit Xibaipo Memorial Hall. These tourists are all over 60 years old, and some guests are even over 80 years old. Taking this group feels a heavy burden, so I am very cautious. Tell stories to everyone along the way and mobilize everyone to sing. The atmosphere is very harmonious. When I arrived at the parking lot of the memorial hall, I told everyone about the precautions for visiting, and then led everyone out of the car. An old man stopped me and said, "Stop, what's your name?" I was stunned, but I still smiled and said, "I am a tour guide. What can I do for you? " He looked at me disdainfully and said, "What tour? I think it is bad luck for you to meet me! " "One side of the tour guide to explain to me, the old man is an old stubborn head. He talks to everyone like this at home and doesn't let me pay attention to him. In order not to delay everyone's trip and time, I just smiled and said, "Grandpa, thank you for giving me a new name. "In the subsequent visit, I didn't see the old man catch up with him. The tour leader said, leave him alone. He just loves to drink and drinks in the parking lot by himself. After settling other tourists, I quickly returned to the parking lot. The driver waved to me from a distance, indicating that I didn't want to go there. I'm confused. The driver came to tell me that the old man was not satisfied with not letting everyone drink at noon because I was talking about the precautions. Now he deliberately wants to give me a drink, saying that he will give me an ugly face. I knew the cause and solution of the matter, so I ignored him. When I took everyone back to the car, I ended my visit. On the way back to the hotel, I began to explain, first the history of Baipo, and then the people's life here in the old district. By the way, I talked about health and longevity. Finally, I tell you that when you eat, you can invite everyone to taste farm dishes and homemade white wine for free. In the evening, a proper amount of white wine can promote blood circulation. Drinking at noon will not only delay the scenic spots in the afternoon, but also cause discomfort in the car and affect health. Everyone was very excited to hear it. They all said: Yes, just don't drink at noon. It is right to listen to the guide. After chatting with everyone, I quietly looked at the old man who called me unlucky. He just squinted and didn't speak. I know he has acquiesced in my words. It's been a long time, and the team leader came to the club to settle the bill. Because of this, he told the manager that I was witty and calm, because I didn't embarrass him on the spot, and the old man kept praising me for my quality. Therefore, I became the first choice tour guide for the elderly group, lawyers group and teachers group. Our industry thinks it is difficult.
4. What should I do if the tour guide conducts tour guide activities and even the female tour guide encounters sexual harassment?
Article 10 of the Regulations on the Administration of Tour Guides stipulates: "When engaging in tour guide activities, the personal dignity of tour guides shall be respected and their personal safety shall not be infringed. Tour guides have the right to refuse unreasonable demands made by tourists that insult personal dignity or violate professional ethics. The reason why the Regulations on the Administration of Tour Guides makes the above provisions is that in practice, individual tourists insult, abuse or even beat tour guides at will when they have something they don't want to do. In view of this situation, the Regulations on the Administration of Tour Guides clearly stipulates that the personal dignity of tour guides should be respected when conducting tour guide activities. For example, in outbound travel, the tour guide is required to take them to pornographic places and so on. For these unreasonable requests, the Regulations on the Administration of Tour Guides stipulates that tour guides have the right to refuse. Then, many tour guides were abused by tourists. As a tour guide, it is the reason for his mistakes to analyze the essence of things. They should immediately correct and take remedial measures, sincerely apologize and never scold tourists. This will not only damage their image as tour guides, but also cause unexpected consequences. If tourists make trouble without reason, they can report serious disputes to the public security organs, which shows that our tour guides are not blindly evil, and the premise of our good service is to be respected. Sexual harassment is often the most common thing for female tour guides. What do we do? Tour guide work is a kind of service work and the image of an industry. Therefore, when applying for the tour guide profession, you must pass the written interview to get the tour guide certificate, and most of them are women. Therefore, the tour guide industry is also based on eating youth meals. As you can imagine, it is naturally pleasant to have a beautiful young guide to accompany you on your trip. Especially if you accompany the tour guide all the way, leave the local area with the guests and stay in a strange environment for a few days, it is inevitable that some tourists will have different ideas about the tour guide. Some tourists expressed their goodwill tactfully out of sincere admiration. As a female tour guide, they should politely refuse, indicating that your explanation service is your job and you're welcome. Some tourists are malicious. For example, once I took a group to Nanchang, I arranged for the guests to stay at night and return to the tour guide's residence. A female tour guide who lives with me is crying, and her companion is persuading her. It is understood that this crying girl is a new tour guide in Hunan. Take the group out for the first time. We all know that the Hunan girl is very beautiful, so the leader of her team asked the tour guide to accompany him in his room at night. The Hunan girl was worried and didn't accompany her. The tour guide said that she didn't pay the bill for the tour guide, which caused her trouble. If she accompanies her, the tour guide will be personally violated and insulted. The girl's phone kept ringing, and the shameless team leader kept calling the girl to urge her. The girl was afraid to ask me what to do. I told her: ignore his phone, don't be afraid of such people, you can turn off your mobile phone and take a shower and sleep. When you get on the bus tomorrow, in front of all the tourists, ask the tour leader directly why he called yesterday. I didn't call you back because the phone was dead. Please forgive me. Be polite, but speak forcefully. In the tour guide service in the next few days, we should be more careful and try our best to provide good service to satisfy tourists according to the contents of the signed travel contract. After breaking up with girls the next day, we went to Lushan Mountain. About the night we left Lushan, we saw the girl again. The girl was very happy to see me and said that she had done what I suggested. The team leader is very polite to her now and dare not bully her again. In fact, female tour guides should stand firm when encountering such problems. They are not afraid of being tempted by money, and integrity will overwhelm evil. Let me give you an example: on a trip to Yuntai Mountain, my team was a team of lawyers. On the way, I explained and served in strict accordance with the terms of the contract. However, because it was the tourist season at that time, the ground tour guide was a social idle person temporarily hired by the ground agency. Not only does he not understand the routine explanation and service work, but he is also arrogant to the guests. Therefore, in order to protect the rights and interests of tourists, I asked the ground agency to change the tour guide and improve the service. After several negotiations, the land agency finally compromised. Everyone is very satisfied. In the process of negotiating with the agency, the driver also played a great positive role. At dinner in the evening, I arranged two separate tables and drinks for the driver to express my gratitude. Although the driver is a young man under the age of 30, he is an old man in the tourism industry. Everyone respects him very much. After a full meal, the driver quietly told me that it would affect him to live with me at night and the co-pilot slept and snored. I was surprised when he said these words. Although I have heard of the ambiguous relationship between individual tour guides and drivers before, it is the first time that I have met someone who dares to make such a naked request. In order not to embarrass everyone and avoid affecting the cooperative relationship, I firmly told him: "I am not used to living with others." I can solve a room for you alone to ensure your rest. " Zheng, he continued, "I'm afraid to sleep alone." I smiled and said, "then I can't invite your mother. It's too far away. "After that, I left the restaurant to arrange the driver's housing. As we all know, the escort room is given to us free of charge by the hotel. It is impossible to arrange two standard rooms for two male drivers, and the travel agency will not pay the driver's room fee separately. In order to solve this problem, I began to make friends with couples, tourists and others, and told them why I wanted to separate them. But I didn't say it was the driver's unreasonable request, just to ensure everyone's safety. The driver is not satisfied with this arrangement, but he has nothing to say. At the same time, he also knows my integrity and strength. On the way back, I have been driving silently. When we parted, I said to me, "Sister, I admire you very much. You are a good woman. I hope to cooperate again sometime. "After that, several younger people in the club also said that they were harassed when they went out with this driver. They are always afraid of him and unwilling to cooperate with him. Unexpectedly, I can solve this matter. I said, as long as you don't want to do that, no one will force you. Whether it is a driver or a tourist, if he does something that infringes on your personality and dignity, you can resolutely refuse. If the circumstances are serious, you can call the police to protect your personal safety.
Tourism itself is a kind of cultural exchange. Some people regard tour guides as "folk ambassadors", and through the service of tour guides, products of various service carriers in the tourism industry can enter the consumption field and realize their maximum value. Then, the tour guide service is a cross-industry and cross-regional work with strong relevance and wide coverage. Therefore, in the tour guide activities, the tour guide will encounter many problems, and you need to comprehensively consider the actual situation, apply what you have learned flexibly, and be witty and flexible without violating the laws and relevant laws and regulations on tourism management. So because of the time, I won't give an example. I believe that all colleagues will have better ways to prevent and solve it. I also hope that my colleagues will correct my shortcomings and humble opinions and work hard to build a high-quality tour guide team.