文档介绍：1. A tour guide received the “notice of reception programme change” suddenly, he immediately went to the station to meet a tour group, when he arrived at the station, and the guests had been waiting there for a long time. Being treated like that, the tourists felt very unhappy, what should the tour guide do?
(1) Apologize to the leader, national guide and the guests in time
(2) Tell the truth honestly; express your will to do the guiding work well
(3) Take some make up measures, using your real activities to win the understandings
(4) If necessary, take into consideration giving some material things as pensation
2. A local tour guide was ready to meet a tourist group by plan, suddenly he received the call from the national guide, and this group had been postponed to arrive before dinner the next day. What should the local guide do /
First, the local guide should inform the hotel to cancel the modation
Make reservations and arrangements of the modation and traffic the next day
Draw up a new itinerary, keep the major part of the trip as much as possible
If the difficulties do exist, focus on the most typical and characteristic tourist attractions
3. A tour guide met an panied outbound tourist group, not until check in time did he find the group was not the group he supposed to meet, what should the tour guide do then?
(1) Make clear why the mistakes happened, find out