Generally speaking, the tour guide exam is an exam to guide the tour qualification certificate. If you want to work as a tour guide, you must obtain a tour guide qualification certificate. The following is my experience in taking the tour guide exam: five ways to deal with tourists' complaints. Welcome to read, I hope you will like it.
Try to use personal contact.
Once a tourist complains to the tour guide, his complicated mood and dissatisfied attitude can be imagined. The problem is that this dissatisfaction may attract the attention and sympathy of other tourists. Therefore, reducing tourists' dissatisfaction to the minimum and scope is a problem that tour guides must pay attention to. At this time, the tour guide should take a positive and serious attitude, and it is best to invite tourists away from the tour group, such as in the room where the tour guide lives alone, or invite tourists to the other side. And avoid talking among tourists or in a noisy environment. Even if it is a collective complaint, I hope that tourists will send several representatives to negotiate. You know, the more tourists there are, the harder it is to talk about it, and no agreement can be reached to solve the problem. At the same time, it is necessary to prevent the situation from spreading further and causing adverse consequences.
Stay calm and listen carefully.
Generally speaking, when tourists complain to tour guides, they are more emotional and louder, and some insulting language is inevitable. Tourists' views may be reasonable, unreasonable, reasonable and unreasonable. At this time, the tour guide had better keep a cool head, listen carefully, understand the content and essence of his complaint, and make some records when necessary, so that tourists can feel that the tour guide is listening carefully to his statement and has a correct attitude. Secondly, tour guides should be good at guiding tourists to make complaints as detailed and concrete as possible, so that tour guides can grasp the situation more comprehensively and accurately. In addition, the so-called cool-headed, that is, the tour guide should be patient without any framework, because a framed mind is prone to deviation, which is extremely harmful. If the tour guide estimates correctly, he may be sure to handle the complaint; If the estimate is wrong, how to explain it to tourists?
If the tourists are too emotional to talk, the tour guide must also politely suggest that the tourists find another time to talk, so as to ease the tense atmosphere and let the tourists slowly stabilize their emotions.
No matter whether the tourists' complaints are correct or not, tour guides must take a serious attitude. Indifference and quarreling with tourists are wrong.
Try to find out the core problem of the complaint
All complaints from tourists have their purposes and requirements, but what is the essence of the problem and what is the main core? Tour guides must work hard to understand these, otherwise, they have not figured out the problem and nature of the complaint, so where do the next suggestions and opinions come from? The key to handling complaints is to find out the essence of the problem. Grasp the main contradiction and other problems will be solved. For example, tourists complain about accommodation, so is it the hotel's problem or the hotel is not up to standard? Or is the room dirty, messy and poor? Is the waiter's attitude bad? Or the food is poor and so on. After understanding these problems, the solution will naturally appear. If the hotel is not up to standard, please ask the relevant departments to issue relevant materials to prove the hotel grade; The room is not sanitary enough, please ask the hotel leaders to send someone to clean it quickly; That is, the waiter has a bad attitude and quickly changes people; If the food is not good, adjust it in time. Of course, the tour guide has the right to urge the hotel leaders to make a gesture, in addition to apologizing to the tourists, and appropriately compensating the tourists for some actual losses.
In addition, in order to make the work more detailed, the tour guide can check the recorded complaints with the tourists, especially to clarify the core and requirements of the complaints, so as not to cause a big distance.
Analyze the nature of tourists' complaints
The nature of tour guides' complaints about tourists must be clear, which lays the foundation for "who receives and who is responsible" to deal with complaints. When analyzing the nature of tourists' complaints, one is to analyze whether the facts of the complaints are true, the other is to analyze the severity of the nature of their core problems, the third is to analyze the initial solutions of the complaints, and the fourth is to choose the best solutions. It is worth noting that tour guides should not express their views on the solution of the problem easily. Even if it is the responsibility of the travel agency, they must report to the travel agency and get the consent of the travel agency before publishing it. At this time, the basic attitude of the tour guide is crucial. He is not only the coordinator among tourists, travel agencies and tourist reception departments, but also the defender of the interests of the three, and the guarantor to ensure the smooth progress of tourism. Therefore, the guiding ideology of "seeking truth from facts and properly solving it" is particularly important. At this time, the tour guide can say, "Give me some time to think about it." The purpose of this move is to ease the tension and gain time to do a good job in investigation and research. ) "Let me know something." This move is to get in touch with the technical litigation unit and reach a * * * understanding. ) "Let me contact the relevant departments." (This is to prevent tourists from contacting the relevant departments alone, because it is not suitable for tourists to know after the discussion. In short, tour guides should pay attention to the ways and means to truly handle complaints rationally, favorably, orderly and step by step.
Visitors who complain certainly hope to solve the problem as soon as possible and get an answer in the shortest time. This naturally conflicts with the tour guide's temporary silence. In order to minimize this contradiction, it is necessary to agree to give a reply to tourists within a time limit, and to keep promises and never break promises. Even if they can't solve the problem for a while, they should inform the tourists in time.
The way to convey the answer to tourists
Answering tourists, in a sense, is a mature conclusion produced through consultation. As a tour guide, we should first consider whether the reply is accepted by tourists. We should make full preparations, because tourists' complaints are not necessarily correct, or tourists put forward too many unreasonable demands. For example, some tourists seize the nonstandard service and some defects of the hotel, complain about the existence of "fraud" in the hotel, and insist on asking the hotel to compensate for economic losses. As a hotel, while striving to improve its work, it will naturally give visitors a reply, explaining what star rating the hotel belongs to.
For another example, not every complaint of tourists is related to the tour guide, but tourists often have to put forward every complaint to the tour guide, and hope and ask the tour guide to help them solve the problem. Thus, what is the gap between "reply" and tourists' request to solve complaints? Is it one step, two steps, or a far cry? For example, tourists offered compensation to 800 yuan, but the tourist reception department only agreed to a small part, and some even disagreed with the compensation. This requires tour guides to coordinate and shorten this gap.
There are several ways to convey the answers to tourists. One is to express it directly to tourists. This method must be announced on the premise that the responding unit agrees with the tourists' requirements. If there is a certain gap between the two sides, it is necessary to do some explanation work in advance to win the understanding and support of tourists, and then convey the reply. The second is to ask the responding unit to come forward to coordinate and solve it. For example, as I said just now, it can be used when the two sides are far away. The third is a consultation meeting attended by tour guides from both sides. It must be pointed out that at this time, the two sides are the protagonists, and the tour guide should adopt mediation and middle position to promote the success of the negotiation, and should not take sides intentionally or unintentionally, let alone draw conclusions at will. It is the best policy to persuade both sides to make reasonable concessions.
Secondly, tour guides should not easily convey the replies of third parties or other irrelevant tourists, so as to avoid misinformation and unnecessary trouble.
Extended content: the necessary skills for on-site examination of tour guides
1. Description method
Description is to describe the scenery in front of us with concrete images and rich literary language, so that its subtle features can be presented to tourists. In the process of traveling, it is difficult to find the beauty of some landscapes and arouse the feeling of beauty without the explanation and guidance of tour guides. However, after the tour guide makes the finishing touch or paints like splashing ink, it feels very different. For example, on the picturesque Shigong Mountain of Dongting Mountain in Suzhou West Lake, a tour guide described to tourists: "Friends, we are now in the wonderful scenery of fairy mountain. You see, behind us is a lush jungle, and in front of us is the endless Taihu Lake. Green hills surround the lake, and the lake reflects green hills. The rock extends into the lake, and the lake' bites' the rock, with mountains on its head and water at its feet. It' s true that there is a sky outside the sky, there are mountains outside the mountains, there are islands in the island, there are lakes in the lake, the mountains are like green dragons, and the water is like blue sea. " Then, he chanted, "The vast expanse of 3,000 hectares is lush day and night, and the bones stand outside the clouds, isolated from the sound of the waves." The tour guide's description of the scene blend makes the tourists seem to be watching a colorful and broad-minded landscape film and listening to a beautiful voice-over.
2. Briefly describe the method
Brief description is to introduce the landscape to tourists with accurate, concise and calm language, so that tourists can have a preliminary impression of the landscape, and then appreciate and taste it. Please see an example: the tour guide leads the tourists to Yueyang Tower. Before boarding the building, the tour guide said, "This is the Yueyang Tower, which is famous at home and abroad. Together with the Yellow Crane Tower in Wuchang and the Wangtengting Pavilion in Nanchang, it is also known as the three famous buildings in the south of the Yangtze River, and is known as' Dongting is the world's water and Yueyang is the world's building'. It was originally a parade platform for Lu Su to train the navy in Wu Dong during the Three Kingdoms period. Yueyang Tower was built in the Tang Dynasty and rebuilt by Teng Zijing ordered by Baling County in the Song Dynasty. The whole exhibition hall is a purely technical structure with double eaves and helmets. 1984 reopened after overhaul. Now the building is 20 meters high and supported by four nanmu pillars. The roof is like the helmet of an ancient general. There is not a nail in the whole building, and remarkable achievements have been made in mechanics, aesthetics, architecture and technology. At present, there is a carved screen of Yueyang Tower carved in Qing Dynasty. If you want to enjoy the scenery of' taking the distant mountains, swallowing the Yangtze River, making delicious soup and crossing the boundless (Yueyang Tower)', please come upstairs with me to watch. "
3. Feeling method
Emotional method is to stimulate the feelings of tourists with philosophical language containing feelings in the scenery, so that they can get pleasant enlightenment. Please take an example: in Putuo Scenic Area, which is known as the "Buddha Country on the Sea", the tour guide takes tourists to Mount Foding and looks out at the sea. At this time, the tour guide had a brainwave and said, "Friends, the water with white sails in front of us is the East China Sea. For many years, this sea has embraced and washed Foding Mountain, inspiring people with its unique momentum: the sea is vast, with an incomparably broad mind, heavy, capable of accommodating everything, deep and always so humble ... If you look at the sea often, people who are troubled will be cheerful.
Step 4 talk about ancient laws
Telling the ancient law is to tell tourists historical figures, events, fairy tales, anecdotes and allusions, thus enriching their historical knowledge and enabling them to better understand the landscape in front of them by using image thinking. Please see an example: Guqintai on Moon Lake in Wuhan. It's not very interesting to watch the tour number. After the tour guide adopts the ancient tour guide technique, visitors will have a deeper understanding of the piano platform. The tour guide said, "This guqin platform is said to be the place where the famous musician Yu Boya played guqin during the Spring and Autumn Period and the Warring States Period. On one occasion, Yu Boya of Chu met a strong wind by boat and stopped at Hanyang. Here, he met a man named Zhong Ziqi. Boya knew that Zhong Ziqi liked listening to the piano, so he played two pieces of music with the ten-string harp, one for the mountain and the other for the flowing water. Zhong Ziqi listened, and soon revealed the meaning of music. Boya appreciated it very much, and they became best friends from then on. A year later, Zhong Ziqi died of illness, and Yu Boya was very sad. So, he went to Zhong Ziqi's grave and played a song called "Mountain Flowing Water". After the performance, he dropped the piano and vowed never to play again. This is what later generations called Bo Ya's broken piano. " In the Northern Song Dynasty, in order to commemorate them, a piano platform was built in the place where they beat drums and played symphonies, and it was named the platform. "Tourists have been moved by the ancient instructions of the tour guide. Looking at the Guqintai, it feels different.
5. Interesting methods
Funny method is to explain to the tour guide in humorous language, so that tourists can enjoy the spirit in fun. For example, in the Five Hundred Arhats Hall in Xiyuan, Suzhou, the tour guide pointed to the statue of "Jigong" and said humorously, "My friends, this crazy monk has a nickname of' Nine Imperfections', that is to say, he has nine kinds of defects: crooked mouth, hunchback, cross-eyed eyes, catching wind ears, lame head, burning feet, chicken breast, crooked shoulders and crooked feet, and crooked nose. Despite his imperfect appearance, he is not ugly. From the front, left and right, you will find many feelings such as joy, anger, sadness and joy. " Besides, there are 500 arhats over there. You might as well look for them. Maybe you can find your own' glorious image'. "Interesting words amuse tourists and increase their interest.
6. Guess method
Guessing is to arouse the interest of tourists in the form of riddles according to the content and characteristics of tourist landscapes. Look at the example: A tour guide said to tourists in Jiuxi Eighteen Creeks in Hangzhou: "The roads here are winding, the roadside streams are tinkling, and the mountains are lush." When Yu Chui, a scholar in the Qing Dynasty, arrived here, he was full of poetry and wrote: "Song and the Ring Road, Ding Dong Spring, are far away from the mountains ..., and the words have been used in front. Friends, can you guess what reduplication Yu used when writing trees in the fourth sentence? " Tourists talked about it one after another, some said it was "lush trees", some said it was "trees of all sizes", and finally, inspired by the tour guide, they guessed it was "trees above". Everyone marveled at Yu hammer's exquisite diction. This "high" and "low" vividly describe the forest born along the mountain. When visiting Wuxi Yuyuan Garden, the tour guide showed visitors the Spring Pavilion among the four pavilions in spring, summer, autumn and winter, and pointed to the plaque and said, "The plaque hanging on the Spring Pavilion is Didi Cui, which expresses the image of spring and is very distinctive. So, what plaque will the three pavilions use in summer, autumn and winter? Can friends guess? " A stone stirs up a thousand waves, and tourists guess while watching. Those who didn't guess were laughing, and those who didn't guess were admiring the wonderful inscription.
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