英语导游证考试之导游紧急事件处理Word格式.doc

英语导游证考试之导游紧急事件处理Word格式.doc

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（3）Takesomemakeupmeasures,usingyourrealactivitiestowintheunderstandings

（4）Ifnecessary,takeintoconsiderationgivingsomematerialthingsasthecompensation

2.Alocaltourguidewasreadytomeetatouristgroupbyplan,suddenlyhereceivedthecallfromthenationalguide,andthisgrouphadbeenpostponedtoarrivebeforedinnerthenextday.Whatshouldthelocalguidedo/

（1）First,thelocalguideshouldinformthehoteltocanceltheaccommodation

（2）Makereservationsandarrangementsoftheaccommodationandtrafficthenextday

（3）Drawupanewitinerary,keepthemajorpartofthetripasmuchaspossible

（4）Ifthedifficultiesdoexist,focusonthemosttypicalandcharacteristictouristattractions

3.Atourguidemetanunaccompaniedoutboundtouristgroup,notuntilcheckintimedidhefindthegroupwasnotthegrouphesupposedtomeet,whatshouldthetourguidedothen?

（1）Makeclearwhythemistakeshappened,findoutwheretheothersimilargrouphadgoneaswellasthereceptionunit,toliaisewiththemandreporttothesuperior

（2）Ifthetwogroupsbelongtothesametravelagency,thelocalguidedon’tneedthetroubletoexchangethegroups

（3）Ifthetwogroupsbelongtothedifferenttravelagency,thelocalguideshouldtryeverymeanstoexchangethegroupsassoonaspossible

（4）Explaintotheguestshonestlyandapologizesincerely

4.IfatouristloseshisluggageonhiswaytoChina,whatshouldthetourguidedo?

（1）Leadtheownertothelostandfounddepartmenttogothroughthelostandclaimformalities

（2）Beforetheluggageisfound,assistthegueststobuysomenecessities

（3）Nothavingtheluggagefoundbeforedeparture,thetourguideshouldhelptheownerinformtherelateddepartmentoftheairlinecompanyaboutthenameofthetravelservice,theitinerary,thenameandphonenumberofthehotelsinthenextseveraldestinations

（4）Iftheluggageismissing,theownercouldaskforcompensationfromtheairlinecompany

5.Listseveralreasonswhythetouristsmaybelost

（1）Thetourguidedoesnotmakethelocationofparkingandtheitinerarycleartothetourists

（2）Thetouristmaybesoattractedbysomescenicspotthatheforgetstoleave

（3）Thetouristsmayforgettheaddressandroutewhengooutforfreeactivitiesorshopping.

6.WhenthenationalguideXiaoliwasconductingatourgroupvisitingwuyishanmountain,anoldguestlost,carefullycheckedagain,Xiaoliaskedseveralfriendsofthetouristwherehehadbeengoing,butnooneknew.IfyouareXiaoli,howwouldyoudealwiththissituation?

（1）Findoutthecause,lookfortheguestimmediately,generallyspeaking,thenationalguideandtheleaderstartsearchingrespectively,whilethelocalguidekeeponguidingtheresttourists

（2）Askforhelpfromthelocalpolicestationandadministrativedepartment

（3）Makecontactwiththehotel;

inquireaboutwhetherthetouristhasbeenbacktothehotel

（4）Reporttothetravelagency

（5）Dealwithproblemsordifficultiesarisingfromtheaccident

（6）Writeouttheaccidentreport

7.inthepeakseason,duetotheshortsupplyoftickets,thetravelagencyhastoarrangeatourgrouptoleaveinadvancetakingtheextrasectionflight,inthatcase,howcouldthetourguideseekunderstandingsoftheguests

（1）Firstly,askforthecoordinationofthenationalguideandtheleader;

explainthereasonsandnecessities,winningtheirunderstandingsandsupports

（2）Layemphasisonpersuadingthekeyperson;

minimizethebadeffectstotheleastdegree

（3）Tellthetruthaswellasthecorrespondingmakeupmeasurestothetourgroup,lettheguestsacceptthefactpsychologically

（4）Makefulluseofthelimitedtimetoarrangethemajorvisitingprogrammewithinplan,andthenreportthechangestotheorganizationtravelagencyandthereceptiontravelagency

（5）Withthepermitofthesuperior,thetourguidecanpresentsupplementaldishesorarrangeentertainmentactivitiesfortheguests,somesmallgiftsarealsoagoodchoiceforapology

8.Duetothefailuretogetthebookedberthtickets,atourgrouphastobedeferredtoleavethenextday,inthatcase,howthetourguidecouldhandlewellwiththissituation

（1）Afterthediscussionandagreementofthenationalguide,thelocalguideandtheleader,theyshouldtellthetruthstothewholegroupsincerelyapologizeandwintheunderstandings

（2）Persuadethe