A case study of tour guide practice: the principle of serving everyone

On one occasion, Xiao Chen, an English tour guide from the Europe and America Department of XX Travel Agency, as a local escort, was responsible for receiving a tour group composed of individual travelers who could speak many languages. The tour group *** 13 people, including 8 in English and 5 in Mandarin. On the tour bus, Chen Xiao explained to the tourists alternately in two languages. When he arrived at a tourist attraction, Xiao Chen thought that many members spoke English, so he explained it in English first. Unexpectedly, when he finished explaining and wanted to explain it again in Chinese, all the Chinese-speaking tourists had already left, so he stopped explaining it in Chinese. Afterwards, the travel agencies in Xiao Chen received complaints from Chinese-speaking tourists that they had unfaithfully accompanied Xiao Chen and treated the tourists unfairly.

Comments: This is a complaint caused by misunderstanding. A tour group composed of individual tourists with selective travel refers to a tour group originally scattered in different hotels and temporarily organized by travel agency staff for the same goal (choosing the same scenic spot or the same route). It is precisely because tour groups are organized temporarily that members often come from different countries or regions, are unfamiliar with each other, have no language and have different behaviors. Receiving such a tour group is much more complicated and difficult than receiving group tourists. In this case, the reason why Chen Xiao was complained is not that he really worships foreign things and flatters foreigners, but that he is not careful enough to implement the principle of "serving everyone" in the service process. From the case, we can know that Xiao Chen himself didn't want to explain to these Chinese-speaking tourists, whether it was motivation or behavior (Xiao Chen explained in English alternately in the car), but because he didn't explain his service mode to tourists, he didn't consider that explaining in English first would bring psychological imbalance to Chinese-speaking tourists, which led tourists to complain to him. The way to eliminate this complaint caused by "misunderstanding" is actually simple. As long as Xiao Chen explains it to the tourists in advance, he will explain it to them alternately in Chinese and English. If you want to be completely equivalent, you can use the conversion interpretation method, and give the English explanation at this time in A and then at that time in B.