Who can tell a case of a tour guide? Analyze again!

1. A tour group received by Xiao Wang, the tour guide, was originally scheduled to fly from H city to S city at 6: 00 on February 23rd/kloc-0. After dinner on the 23rd, Xiao Wang suddenly received a backstage notice, and the group had to take the flight at 8 o'clock on the 23rd for some reason. When the group was about to arrive at the airport, Mrs. White, a member of the group, told Xiao Wang in a panic that she had put a diamond necklace under her pillow, and because she was in a hurry when she left the store, she forgot to take it out and asked to return to the hotel immediately. A. What should Xiao Wang do after receiving the back office notice? B, how should Xiao Wang handle it properly after learning that Mrs. White forgot? 1. Analysis: WHO-Xiao Wang should be accompanied by H city, because he received the back office notice, and the tourists directly reported the situation to the tour guide. When-the night before the stop, time was tight on the way to the stop. How- plan change (early station delivery), station delivery service, lost items. A: After receiving the change notice, Xiao Wang should: 1, notify the tour leader and the tour leader, and negotiate to cancel the scheduled trip for the next day. 2. Explain the situation to tourists, seek understanding and remind them to prepare for leaving the country. 3. Report to the travel agency and give it appropriate compensation. 4. Remind the escort to inform the next stop. 5. Verify the change of flight time. 6. Inform the hotel to check out in advance. Cancel the lunch reservation. 8. notify the waiter. Change the departure time of luggage. Deal with the problem of Mrs. White's lost necklace. Xiao Wangying: 1. Settle down Mrs. White's mood, confirm the details of the lost items, and explain that she can't return to the hotel because of time constraints. 2. Inform the team leader and the accompanying personnel to negotiate. 3. Report to the travel agency and hotel and send someone to find it. 4. If there is enough time after finding it. If there is not enough time after finding it, please leave the contact information of the next stop and send it to the next stop. 6. If you can't find it, please ask the travel agency to issue a certificate, and issue a certificate of loss to the local public security organ and send it to the next stop. 7. The whole group continued to fly to the airport. 8. The cost of finding and returning the lost items will be borne by Mrs. White. The group originally planned to fly to D city on September 27th. Shortly after dinner on the 26th, the team leader accompanied a lady to Xiao Li and said, "Miss Mary just got a call from home and her mother passed away. She needs to go back to San Francisco immediately to handle the funeral. " Miss Mary was very sad and asked Xiao Li for help. How should Xiao Li handle it properly? Practical cases of tour guides 3 3. A 23-member Singapore tour group was received by the local escort Miss Wang in X city. After visiting the temple in the afternoon, Wang introduced the newly opened Pearl Museum in the local area. She said: "The owner is my good friend, and the documents are cheap and good." In the Pearl Pavilion, a lady surnamed Zhu became interested in a pearl necklace with a price of 4,000 yuan. Wang immediately took the initiative to introduce the method of identifying true and false pearls and bargained for them. Finally, the deal was made in 900 yuan. 16: 00, the tour group visited a scenic spot. As the scenic spot is about to close, everyone quickly took photos to commemorate it and then left. On the way back to the hotel, several men offered to go to the bookstore to buy a map of China, and several women wanted to buy China cookbooks. Miss Wang said it could be arranged. Before leaving the next day, Ms. Zhu took the necklace she bought yesterday and asked Miss Wang to return it, saying that "an insider identified it as defective." Wang said he could not return it. After the morning visit, she took the whole team to a designated handicraft shop. Many people are not interested, just sitting in the car. Miss Wang pleaded, "Please help us. It doesn't matter if you don't buy anything You can wander around the store. " As a result, some passengers are reluctant to get off the bus and enter the store. 13: 30, on the way to the airport, several tourists mentioned buying books again. Miss Wang said, "There is no time." A week later, the travel agency received a fax from Singapore Travel Agency, stating that if the travel agency has a team going to N city in the future, Miss Wang Can can't take the group. Excuse me: What did Miss Wang do wrong in the process of receiving the delegation? Why? Analysis: who-as mentioned in the title, miss Wang is a local waiter in n city-the time has not changed, so there is no need to consider the time problem. How to-tourists' shopping requirements violate professional ethics and code of conduct answer: 1, error-take tourists to non-fixed shopping stores to shop; Handle it correctly-the tour guide must go to the designated shopping store when shopping with the group. 2. Error-introducing goods is unrealistic; Correctly handle-tour guides can't deceive tourists or collude with operators to deceive tourists' consumption; 3. Wrong-refuse to help tourists return goods; Correctly handle-tourists demand to return dissatisfied goods, and tour guides should meet them, especially when making promises. 5. Wrong-forced shopping many times, which affected normal sightseeing activities; Correctly handle-the tour guide can't coerce tourists to spend or the operators collude to coerce tourists to spend.