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1、1.Atourguidereceivedthe“noticeofreceptionprogrammechange”suddenly,heimmediatelywenttothestationtomeetatourgroup,whenhearrivedatthestation,andtheguestshadbeenwaitingthereforalongtime.Beingtreatedlikethat,thetouristsfeltveryunhappy,whatshouldthetourguidedo?(1)Apologizetotheleader,nationalguideandthe
2、guestsintime(2)Tellthetruthhonestly;expressyourwilltodotheguidingworkwell(3)Takesomemakeupmeasures,usingyourrealactivitiestowintheunderstandings(4)Ifnecessary,takeintoconsiderationgivingsomematerialthingsasthecompensation2.Alocaltourguidewasreadytomeetatouristgroupbyplan,suddenlyhereceivedthecallf
3、romthenationalguide,andthisgrouphadbeenpostponedtoarrivebeforedinnerthenextday.Whatshouldthelocalguidedo/(1)First,thelocalguideshouldinformthehoteltocanceltheaccommodation(2)Makereservationsandarrangementsoftheaccommodationandtrafficthenextday(3)Drawupanewitinerary,keepthemajorpartofthetripasmucha
4、spossible(4)Ifthedifficultiesdoexist,focusonthemosttypicalandcharacteristictouristattractions3.Atourguidemetanunaccompaniedoutboundtouristgroup,notuntilcheckintimedidhefindthegroupwasnotthegrouphesupposedtomeet,whatshouldthetourguidedothen?(1)Makeclearwhythemistakeshappened,findoutwheretheothersim
5、ilargrouphadgoneaswellasthereceptionunit,toliaisewiththemandreporttothesuperior(2)Ifthetwogroupsbelongtothesametravelagency,thelocalguidedon’tneedthetroubletoexchangethegroups(3)Ifthetwogroupsbelongtothedifferenttravelagency,thelocalguideshouldtryeverymeanstoexchangethegroupsassoonaspossible(4)Exp
6、laintotheguestshonestlyandapologizesincerely4.IfatouristloseshisluggageonhiswaytoChina,whatshouldthetourguidedo?(1)Leadtheownertothelostandfounddepartmenttogothroughthelostandclaimformalities(2)Beforetheluggageisfound,assistthegueststobuysomenecessities(3)Nothavingtheluggagefoundbeforedeparture,th
7、etourguideshouldhelptheownerinformtherelateddepartmentoftheairlinecompanyaboutthenameofthetravelservice,theitinerary,thenameandphonenumberofthehotelsinthenextseveraldestinations(4)Iftheluggageismissing,theownerco
