What principles and countermeasures should be grasped in serving special tourists?

A: The principles that should be grasped in serving special tourists are:

I. Respect for legal principles

The Regulations on the Administration of Tour Guides and the Regulations on the Administration of Travel Agencies stipulate the rights and obligations among tourists, tour guides and travel agencies, and tour guides should abide by the rights and obligations of the three when dealing with individual requirements of tourists. At the same time, we should also consider whether the individual requirements of tourists conform to other provisions of our laws. If not, we should flatly refuse them.

Second, the principle of equidistant service.

The principle of fair treatment is to guide tourists to treat all guests equally, without discrimination. Tourists, no matter what country they come from, what nationality they belong to, what religious beliefs they have, what color they have, no matter their social and economic status, no matter whether they are men or women, old or young, regardless of their physical disabilities, are all our guests and the service targets of tour guides. Tour guides should respect their personality, treat them equally, provide warm and thoughtful tour guide services, safeguard their legitimate rights and interests, meet their reasonable and feasible requirements, and avoid favoritism and partiality.

Third, the principle of extraordinary service.

Special services refer to additional services beyond those stipulated in the travel agreement.

Fourth, the principle of rationality and feasibility.

The reasonable basic standard is not to affect the rights and interests of most tourists, not to harm the national interests, and not to harm the legitimate rights and interests of travel agencies and tour guides. Feasibility refers to the conditions that meet the reasonable requirements of tourists.

In the process of service, tour guides should try their best to meet the reasonable and feasible needs of tourists and make them have a pleasant travel experience, which will have a positive impact on the image of tourist destinations and the reputation of travel agencies. Especially some special tour groups, such as disabled tour groups and newlyweds tour groups.

Five, three points of comity principle

When tourists make personal requests, tour guides should listen carefully, and if they don't listen, don't accuse tourists of unreasonable or arbitrary explanations; Second, smile and avoid unhappiness and abuse; Third, seek truth from facts, explain patiently, and don't use "impossible" to refuse. It must be emphasized that you must not directly confront tourists, so as not to affect the whole tourism activity.

Sixth, the principle of maintaining dignity.

When dealing with the individualized requirements of tourists, tour guides should resolutely safeguard the dignity of the motherland and the personal dignity of tour guides. Reject and sternly refute tourists' demands that harm national interests and national dignity; Have the right to refuse unreasonable demands made by tourists that insult personal dignity or violate the professional ethics of tour guides.