L/O/G/O一、二节一、二节应对的原则以及个别要求的应对应对的原则以及个别要求的应对第六章旅游者个别要求及其应对www.themegallery.com教学目的教学目的了解对个别要求的应对的原则掌握应对的技巧L/O/G/O旅游者要求应对原则旅游者要求应对原则www.themegallery.com原则原则态度：重视，准确及时处理。尽量满足其合理的，不合理的耐心解释，避免误会。1认真倾听，尽量满足原则2合理而可能原则3尊重合同，耐心解释原则4请示汇报原则L/O/G/O旅游者个别生活要求旅游者个别生活要求应对应对www.themegallery.com一、餐饮个别要求应对一、餐饮个别要求应对1特殊饮食要求1）计划中写明，订餐应给落实，地陪及时确认2）临时提出，地陪立刻与餐厅联系，尽量满足，如有困难解释并歉意，协助旅游者自行解决2要求换餐1）3小时前提出，地陪通过地接社与餐厅联系，满足要求，同时向客人说明换餐的增加费用由客人自担2）临时的要求，应该解释并歉意，建议客人下一餐换餐，如果再坚持要求，可以建议其单独用餐，但说明服务费不退餐费需要自理3）加菜加饮料根据实际情况处理，如果因为餐饮数量不够，应该与餐厅交涉，如果是额外的客人要求，说明自理情况下可以协助餐厅满足需要3单独用餐，可以调整座位，或者解释和劝解。如果客人仍然坚持，告知餐费自理，服务费不退www.themegallery.com4要求客房内用餐1）生病主动联系，以示关心2）健康的主动了解原因提供帮助，说明费用自理5自费品尝风味1）协助，推荐并联系订餐2）不在地接社制定的餐厅用风味餐，通过地接社退订，原先的综合服务费不退3团队餐厅改用风味餐-增加费用由游客承担6推迟用餐时间-及时联系餐厅，如果有困难及时向客人耐心说明表达歉意www.themegallery.com二住房个别要求应对二住房个别要求应对1调换房间1）不能提供协议制定的房间，应该调换，确有困难向客人说明提出旅游者可以承受的补偿条件2）有各种虫害-满足客人要求。必要时候又地接社调换饭店3）朝向不一样的房间调换-首先团队内部调整，必要时候和饭店协商-无法满足耐心解释2提升客房标准-可以联系满足说明费用自理3要求单间-首先内部调整，如果不行再联系酒店，同时费用说明自理www.themegallery.com三文娱活动要求应对三文娱活动要求应对1计划内的-一般不更改计划内的，如果不参加一般不退还综合服费2计划外-1）如果放弃计划内的参加其他的，导游力所能及的帮助（联系订票，叫车，顺风车）2）尽到安全提示责任-记住饭店名字和导游联系方式3）导游一般不陪同4）要求推荐带去不健康的娱乐场所，明确拒绝5）“加点”/确保当天的完成i下宣传和推荐，参加是自由的/不可欺骗变相强制/安排好其他的不参加的旅游者www.themegallery.com四购物方面要求应对四购物方面要求应对1介绍商品客观公正不允许诱导2单独出去购物-协助可以推荐商家帮其叫车告知挑选的方法和技巧-做好安全提示-快离开本地时候劝阻单独外出3退换商品-积极协助，必要时候陪同4要求再去商店购买相中商品-可写便条让其乘车去，必要时候也可以陪同5购买古玩或者仿古艺术品1）正规店,买妥的提醒需要保存好发票，同时不要去除物品上的火漆印以便海关查验。/劝阻不要地摊上购买/劝阻有走私可以行为www.themegallery.com6购买中药和中药材1）推荐正规的药店或药材市场/入境旅游者应告知海关对中药出境的有关规定7代为托运1）告知商店有一般的经营托运业务2）如没有可协助办理3）如果是断货情况下，一般需要婉拒，如果实在需要，可以建议旅游者直接委托商店代为办理www.themegallery.com五、五、要求亲友随团活动应对要求亲友随团活动应对1）详细了解情况（和某旅游者关系、身份，时间和内容）2）征求领队和全团旅游者的意见3）没有异议，报告地接社，按照地接社指示收取参团费用4）在本地只要地接社同意，如果到外地需要组团社同意5）如果是参团的是媒体记者或者外交官员立刻告知旅行社www.themegallery.com六、要求转递物品的应对六、要求转递物品的应对1）一般都婉拒尤其是食品或者贵重物品2）特殊情况请其写好委托书，详细核对物品情况，注明收货人姓名地址联系方式物品详细清单。签字并留下联系方式3）导游结束后立刻转递，书面签收。4）将委托书和收条一并交旅行社保管www.themegallery.com七、要求离团活动的应对七、要求离团活动的应对1确认其健康和行为能力1）了解其活动内容2）若同意可以给予适当的帮助3）告知其团队用餐时间地点，团队回酒店的时间和导游的联系方式告诉旅游者4）签订离队责任签订离队责任书（原因，时间，地点，安全责任的归属）书（原因，时间，地点，安全责任的归属）2在某一景点游览期间要求不随团游览，如果同意告知其集合时间地点和联系方式，必要的安全提醒，结束前和他联系促其按时归队。3如果提出探访亲友，尽量协助4晚上离酒店外出，提醒安全5特殊原因，向组团社地接社报告，协助办理机票或者签证分离手续相关费用自理6无特殊原因离队，配合领队劝说，如不然，属于单方面中止合同自己承担责任后果。同时协助其可提供的方便www.themegallery.com7主动劝阻离团自由活动1）下一站的当天，不宜同意，免误机2）在治安复杂或安全隐患地方自由活动3）身体不佳，行为能力不强www.themegallery.com八、不当言行的应对八、不当言行的应对原则：不麻木、不敏感，避免正面对抗，以柔克刚的方式求同存异。对于一般的劝阻，个别的恶意的应该制止，不可与之纠缠立足传播文化，介绍文化的角度开展针对性的柔性宣传大事化小小事化了L/O/G/O第三第三节特殊旅游特殊旅游团队的的导游服游服务www.themegallery.com概述概述特殊旅游团队：具有特殊身份或者地位、宗教信仰以及身体条件的少数旅游团队针对具体情况，搞好优质的服务www.themegallery.com一、大型旅游一、大型旅游团队的的导游服游服务（一）大型旅游团队的主要特征1人数多/大多大型团队人数多达1000人，少者也有100人，会议旅游者就 更多2行动统一/在时间上有统一性和不可变更性，决定了旅游过程中行动的统一性3标准的一致/收费必须一致决定了旅游服务的标准的一致性，在住房、餐饮、用车、游览项目的无差别无厚薄。按照合同的约定内容保障了旅游者的合法权益，也避免了内部旅游者心理上不平衡造成的诸多麻烦4日程紧张1）尽可能短的时间安排尽可能多的内容2）过程的占用时间很多，都会比小型团队紧张www.themegallery.com5从众心理明显/个性化服务比小型团少，但是如果出现不满情绪，后果更为严重，从众心理可以让局势失控www.themegallery.com二接待大型二接待大型团对应对措施措施1有序接待-首要因素-将按照接待程序将整个工作细化2化整为零，分而不散/以旅游车为单位或者所居饭店为单位，委派相应的导游负责全部3统一指挥，分工负责/所有参加接待的导游，责任到人4准备充分，落实得当-比一般团工作多（粘贴编号标志，导游旗号，喇叭，桌签5严格控制-对各个环节严格控制www.themegallery.com专业人士考察人士考察团的的导游服游服务1概念：是指特定的旅游资源为对象，进行有目的的、有计划的考察活动的旅游团体2特征：1）有较多的相关专业知识2）有组织机构3）目的明确4）观察细致3措施：1）克服畏难情绪2）做好知识准备/针对其专业搜集资料，掌握背景翔实，针对考察对象具体重点准备www.themegallery.com宗教旅游宗教旅游团的的导游服游服务1概念：宗教旅游是一种以宗教朝觐为主要动机的旅游活动。宗教人士大都虔诚友善，但基于其特殊的背景和身份，他们也有不少的特殊需求2主要特征1）目的明确2）时间严格3）禁忌较多4）待人宽容www.themegallery.com3接待宗教团体的措施1）了解和掌握我国的宗教政策A自治、自传、自养。B不经我国宗教团体要求和允许，不得擅自在我国境内传经布道和散发宗教宣传品C对于常规的礼拜活动，可在指定的场所举行D任何人不得利用宗教破坏社会秩序，损害公民的身体健康，妨碍国家教育制度活动2）做好做细准备工作3）尊重满足其特殊要求，把服务做到旅游者开口之前4）不要多加评论www.themegallery.com高高龄旅游旅游团的的导游服游服务老年人为主体，以休闲观光为主要目的旅游团体1特征1）行程舒缓2）希望得到尊重3）对讲解要求高2接待措施1）行程安排宽松，劳逸结合，安全第一2）讲解速度慢，声音响亮，态度热情亲切3）提供耐心，细致的服务，做到生活上关心，游览中留心，服务上耐心www.themegallery.com残疾人旅游残疾人旅游团队导游服游服务原则：热情周到，维护他们的尊严提供帮助，明了他们内心深处对独立渴望语言行为上要以自己爱心和细心赢得他们信任任何时候任何场合不能歧视他们www.themegallery.com残疾人旅游团体特征1）自卑、孤独、敏感多疑、自尊心强、情绪不稳定心理特征2）生理上和身体结构上的缺陷给活动带来不便接待措施1）尊重-最多尊重就是吧他们当正常人，不要刻意，扬长避短2）关心-考虑特殊需求，尽可能的方便3）做针对性的接待A视力障碍-让其摸、听、呼吸B听力障碍-靠前的位置，唇语获取信息-放慢语速，加大口型幅度www.themegallery.com3）瘫痪者A提前准备轮椅B车辆选择也要有考虑C景点和饭店都选择“无障碍设计”对于残疾团，日程安排上要保证其隐私的保密性，注意其健康，适当增加休息时间，劳逸结合，活动量不能大，景点选择少儿精，细讲慢看，饮食要卫生可口易消化www.themegallery.comContentsClick to add title in here Click to add title in here Click to add title in here 4Click to add title in here 123ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Click to add title in here 4www.themegallery.comHot Tip How do I incorporate my logo to a slide that will apply to all the other slides? On the View menu, point to Master, and then click Slide Master or Notes Master. Change images to the one you like, then it will apply to all the other slides. Image information in product Image : www.openas.comNote to customers : This image has been licensed to be used within this PowerPoint template only. You may not extract the image for any other use. www.themegallery.comClick to edit title styleText in hereText in hereText in hereText in here Contents ContentsThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc. Description of the contents Description of the contents Description of the business Description of the business Description of the businessThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Description of the contentsDescription of the contentswww.themegallery.com五、教学法分析五、教学法分析课课前前课后：拓展提升，布置新任务课后：拓展提升，布置新任务学案导学法学案导学法实地调查法实地调查法任务驱动法任务驱动法直观演示法直观演示法小组合作学习法小组合作学习法 角色扮演法角色扮演法课课中中www.themegallery.comYour TextYour TextYour TextYour TextClick to edit title styleYour TextYour TextYour TextYour Text2005200620072008ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.www.themegallery.comClick to edit title style Description of the contentsText in hereThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Text in hereThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Text in hereThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Text in hereThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.www.themegallery.comClick to edit title styleContents01Contents02Contents03Contents04Contents05Contents060% 20% 40% 60% 80% 100% 18.5%17.5%8.7%23.6%63.6%84.3%ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.www.themegallery.comClick to edit title styleText in hereText in hereText in hereThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Click to add Textwww.themegallery.comClick to edit title styleThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Title in here2.Description of the companys sub contentsThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.1.Description of the companys sub contentswww.themegallery.comClick to edit title styleThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Title in hereTitle in hereTitle in hereTitle in hereA AB BC CD Dwww.themegallery.comClick to edit title style教学目标教学目标教学目标教学目标了解上菜、摆菜的要领和要了解上菜、摆菜的要领和要求。求。通过问题讨论和操作通过问题讨论和操作实践掌握了解上菜、实践掌握了解上菜、摆菜的要领和要求。摆菜的要领和要求。培养严谨又灵活的工培养严谨又灵活的工作作风，树立规范又作作风，树立规范又热情的服务意识。热情的服务意识。 知识与能知识与能力力 情感态度情感态度与价值观与价值观 过程与过程与方法方法www.themegallery.comClick to edit title styleText in hereText in hereText in hereText in hereText in hereText in hereText in hereText in hereContentsContentsContentsContentsContentsThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.www.themegallery.comClick to edit title styleThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc. Description of the contents Description of the contents Description of the contents Description of the contents Description of the contents Description of the contents Content Content TitleTitle Content Content TitleTitle Content Content TitleTitlewww.themegallery.comClick to edit title styleDescribe a vision of company or strategic contents.Describe a vision of company or strategic contents.Describe a vision of company or strategic contents.Describe a vision of company or strategic contents.Description of the productswww.themegallery.comPlease write down of a slogan for a vision of a company in shortly.Please write down of a slogan for a vision of a company in shortly.Please write down of a slogan for a vision of a company in shortly.Please write down of a slogan for a vision of a company in shortly.Vision 01Vision 01Vision 03Vision 03Vision 02Vision 02Vision 04Vision 04CompanyLOGOClick to edit title stylewww.themegallery.comClick to edit title styleTitle in hereTitle in hereThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Description of the contentsDescription of the contentsDescription of the contentsDescription of the contentsTitle in hereTitle in hereTitle in hereTitle in hereTitle in hereTitle in herewww.themegallery.comService 01Service 01Service 02Service 02Service 03Service 03LOGO ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Click to edit title stylewww.themegallery.comClick to edit title styleTitle in hereAdd TitleAdd TitleAdd TitleAdd Title Description of the contents Description of the contents Description of the contents Description of the contentsText in hereText in hereText in hereText in here Description of the contents Description of the contents Description of the contents Description of the contentswww.themegallery.comClick to edit title styleThemeGallery is a Design Digital Content & ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Contents mall developed by Guild Design Inc.TitleTitleText Text in herein hereText Text in herein hereText Text in herein hereText Text in herein herewww.themegallery.comClick to edit title style课课中中 课课后后 Description of the contents Description of the contents Description of the contents课课前前 1、学案导学法、学案导学法 2、任务驱动法、任务驱动法 3、实地调查法、实地调查法 1、教师指导法、教师指导法 2、小组合作自主学习法、小组合作自主学习法 3、角色扮演法、角色扮演法 www.themegallery.comDescription of the contents1.Description of the companys products2.Description of the companys business3.Description of the companys technology1.Description of the companys products2.Description of the companys business3.Description of the companys technology1.Description of the companys products2.Description of the companys business3.Description of the companys technology1.Description of the companys products2.Description of the companys business3.Description of the companys technologyDescription of the contentsDescription of the contentsDescription of the contentsDescription of the contentsClick to edit title stylewww.themegallery.comClick to edit title styleAdd Your TextAdd Your TextAdd Your TextAdd Your TextAdd Your TextTextTextTextTextTextThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.www.themegallery.comClick to edit title styleText in hereTitle in hereTitle in hereText in hereText in here2005200620072008 Description of the contents Description of the contents Description of the contents Description of the contents Description of the contents Description of the contents Description of the contents Description of the contentsThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.www.themegallery.comClick to edit title style2005200620072007 statistics title2007 statistics title(unit : %)(unit : %)* 2007 Statistics agency statistics* 2007 Statistics agency statistics50%20052006200790%15%96%35%70% Contents of the product, and please fill it out.ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.www.themegallery.comClick to edit title styleThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.80%50%30%20%Title in hereTitle in hereTitle in hereTitle in hereTitle in hereTitle in hereTitle in hereTitle in hereA AB BC CD Dwww.themegallery.comDescription of the contentsThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Description of the contentsDescription of the contentsDescription of the contentsM1M2M4M3Click to edit title stylewww.themegallery.comClick to edit title styleThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Description of the contentsDescription of the contentsDescription of the contentsDescription of the contentsDescription of the contentsDescription of the contentswww.themegallery.comText inhereText inhereText inhereText inhereText inhereText inhereText inhereCEO Your text in here Your text in here Your text in here Your text in here Your text in here Your text in here Your text in here Your text in here Your text in here Your text in hereClick to edit title styleL/O/G/Owww.themegallery.comThank You!www.themegallery.com