The individualized requirements of tourists refer to the temporary requirements put forward by a single tourist or a few tourists in the process of tourism because of the special needs of tourism life after the tour group arrives at the tourist destination.
The personalized needs of tourists are diverse and random in time. How to deal with these personalized requirements is not only a test of tour guides' ability to deal with problems, but also a test of tour guides' service quality. Therefore, no matter how difficult or unreasonable the individual requests made by tour guides to tourists, they should be given enough attention and dealt with in a timely and reasonable manner, so that satisfied tourists can be happy, dissatisfied tourists can understand the efforts of tour guides, and those picky tourists can be blameless. Therefore, when dealing with the personalized requirements of tourists, tour guides should not only pay attention to the ways, methods and skills, but also follow some necessary principles, so as to keep a clear head, handle them properly and achieve better results.
The personalized requirements of tourists can be roughly divided into three situations: one is the reasonable requirements that can be met through the efforts of tour guides; One is a reasonable but difficult requirement; One is unreasonable demands. For these three situations, tour guides should deal with them according to different principles.
1. The principle of trying to meet the demand
Trying to meet the needs of tourists is the basic principle of tour guide service, which should run through the whole tour guide service. If the individual requirements put forward by tourists are reasonable and can be achieved through hard work, tour guides should try their best to meet the requirements of tourists.
Tourists are the main working objects of tour guides, and it is the main task of tour guides to meet their requirements and make them enjoy their tour life happily. As long as the requirements put forward by tourists are reasonable and possible, even if they are difficult, tour guides should try their best to meet them. Many tourists use "
"Don't disturb others" is the motto of life, and it is often not easy to ask for help. When you ask, it means that they really need the help of a tour guide, so the tour guide must not take their request lightly. Tourists who ask nothing don't need the help of the staff, but they don't want to ask for help. Therefore, tour guides should carefully observe the words and deeds of tourists, try to understand their psychological activities, and provide them with the tasks they need even if they don't ask. If the tour guide can do this, his work will certainly be highly praised by tourists.
Carrying out the principle of striving to meet the needs of tourists is particularly important for some special teams, such as VIP tour groups, disabled tour groups and newlyweds tour groups. Because the personalized requirements of such tour groups are different from those of ordinary tour groups, we strive to meet their personalized needs.
Requirements, can have a greater impact on the image of the destination country and the reputation of travel agencies.
2. Listen carefully and explain patiently.
Most of the requirements put forward by tourists are reasonable, but some of them are reasonable, but they are too harsh, which makes the work of tour guides more difficult. Some requirements seem reasonable, but these services are not stipulated in the travel contract or cannot be provided in China at present. Some people, out of a certain mentality, criticize and criticize the work of tour guides.
For the above requirements, the tour guide should listen carefully, and don't accuse the tourists of asking too much or explaining it without listening; Second, smile, don't express disgust when you hear unpleasant words, and add unpleasant words; Third, we should patiently explain, patiently and realistically explain reasonable but impossible requirements, and don't refuse on the grounds of "impossibility". In short, tour guides should not make such demands on tourists impulsively.
There are inevitably unreasonable people in the tour group who deliberately put forward some unreasonable demands to make things difficult for the tour guide. For unreasonable demands, the tour guide should remember that he is the host, but the host should have the host's warm and hospitable attitude, be measured by the host and be polite to the tourists. Tourists can be picky and even quarrel, but as the host, the tour guide must remain calm, always be reasonable, favorable and restrained, and adhere to the principle of being neither humble nor supercilious. Under normal circumstances, tour guides should treat guests rationally, do not quarrel with guests, and must not confront them head-on, so as not to affect tourism activities and cause adverse effects. For unreasonable troublemakers, tour guides should continue to provide warm service and try their best to meet their reasonable and possible requirements.
If individual tourists make unreasonable troubles and affect the normal activities of the tour group, the tour guide will not ask the tour leader to help solve the problem, or directly face all the tourists and ask them to uphold justice. This requires tour guides to provide warm and thoughtful services and long-term services to tourists in peacetime. At this time, tour guides often get the appreciation and support of most tourists, objectively isolating demanding and unreasonable people. When encountering difficulties, the tour guide should report to the leader and ask for help.
Second, deal with the personalized needs in catering.
1. A tourist suggested eating vegetarian food. How should the tour guide treat this requirement?
2. A tourist thinks that the food of the tour group is not palatable and asks for a separate meal. What should the tour guide do at this time?
Due to religious beliefs, living habits, physical condition and other reasons, some tourists will put forward special dietary requirements, such as not eating meat, greasy and spicy food, pork or other meat, or even salt and sugar.
If there are civilized requirements in the travel agreement, the receiving travel agency must make arrangements in advance, and the local escort should check the implementation before the reception. Under normal circumstances, the local escort can contact the restaurant and try to satisfy it if possible; If there are difficulties, local chaperones can help them solve them themselves.
If tourists ask for a meal change because the food is not delicious, the tour group should ask for a meal change 3 hours before the meal, and the local escort should contact the restaurant as much as possible and handle it according to relevant regulations; Visitors should not accept the request of changing meals when they are near the meal, but the tour guide should explain patiently; If tourists still insist on changing meals, the tour guide can advise them to order at their own expense. Visitors are required to add vegetables and drinks during meals, but the expenses are self-care.
Due to contradictions within the tour group or other reasons, individual tourists request to eat alone. At this time, the tour guide should explain patiently and tell the tour leader to ask for mediation; If the tourist insists, the tour guide can help him contact the restaurant, but the meal fee is paid by himself and the comprehensive service fee is not refundable.