How to improve tour guide service skills?

First, psychologically, we should learn to empathize and do a good job in role suggestion.

The so-called empathy means that tour guides should always compare themselves to tourists and try to look at, analyze and deal with problems in their work from each other's perspective and position. Tourists are the food and clothing parents of tour guides, so they should be honest with each other. The tour guide should arrange each tourist's itinerary as the most wonderful one in their life, do everything well and take good care of each group. Role suggestion is to guide the tour in the process of service, and can quickly resolve bad emotions when encountering setbacks. At work, tour guides will meet all kinds of people and strange things. "Frustration" is inevitable and common. Good role suggestion is a good way to relieve the psychological pressure of tour guides.

Second, in language, we should learn to use language flexibly and be humorous.

Tour guides should cultivate their sense of humor, pay attention to collecting jokes at ordinary times and use them flexibly. At the same time, tour guides should also have strong insight and expressiveness. Using flexible language, tour guides seem to "belittle" themselves, but in fact they can win the praise of tourists, thus alleviating the pressure on all parties and effectively reducing travel complaints.

Third, in action, it is necessary to achieve prime minister-style management and provide stewardess-style services.

On the one hand, tour guides should handle the major and minor issues of the team well, convince people with reason and touch people with sincerity; On the other hand, if you encounter any difficulties during the trip, the tour guide should take a warning, respond decisively and make scientific arrangements. Tour guides can learn the professionalism and standardized body language of flight attendants' "on-board service" and flexibly apply it to tour guides' "on-board service". For long-time driving sections, the "on-board service" provided by tour guides can "add materials and quantity", which can not only lead tourists to do "fitness stretching exercises" in the car, organize cultural performances, but also answer questions according to the situation. For example, when the atmosphere is dull in rainy days, take rain as the theme and guide tourists to sing related songs; When tourists are nervous at night, they can guide the whole group of tourists to sing along with the theme of the moon.

Fourth, tour guides should learn to take a long-term view and win with details.

There is no end to learning and unlimited service. Tour guides should focus on their business and win with details. For example, if you get a team plan, first look at whether there are tourists celebrating their birthdays on the road and prepare small gifts in advance; Take the initiative to serve the elderly tourists who travel alone on the trip, and report their children's safety with their mobile phones every day. The harder some tour guides work, the higher the "rate of return", but they are often greedy for money and plunge into it, and the result is counterproductive. Nowadays, tourists go out a lot and have a wide knowledge. They can judge the advantages and disadvantages of the tour guide within 5 minutes of meeting the tour guide for the first time, and thus decide their attitude towards the tour guide. Tour guides should not be clever, but should open their hearts, treat guests sincerely, provide warm service, be transparent in price and charge for sunshine. Only by being down-to-earth, leading the delegation with integrity and long-term vision can we seek development and enter a virtuous circle.

Fifth, tour guides should form good habits.

Pay attention to international and domestic news every day; Insist on physical exercise; Plan and summarize every day.

Sixth, tour guides should consciously cultivate some skills.

Every tour guide can focus on one skill according to his own interests: for example, he can sing professionally; Can vividly interpret the story; Be able to tell jokes humorously; Nengji

Preside over the activities rationally. This is one of the most effective forms to improve the image of tour guides and establish their prestige.

In short, improving service skills is a long-term and fun-filled process for tour guides. Society needs tour guides to keep pace with the times and provide high-level services. Therefore, tour guides should strengthen their own construction and constantly surpass themselves.