What are the basic principles of tour guides?

First, the principle of "guests first"

"Customer first" or "customer is God" is the motto of the service industry, whether in the East or the West. This is not only the slogan to attract customers, but also the service tenet of the service industry, the action guide of service personnel and the starting point to deal with problems in work.

As we all know, the service industry cannot do without customers, and customers are the premise and basic guarantee for the existence and development of the service industry. Tourism, which belongs to the tertiary industry, needs its special customers-tourists, tourism enterprises need tourists, and tour guides themselves need tourists. Without tourists, tour guides will lose their main clients and the necessity of their own existence. Only when tour guides are fully aware of this can they serve tourists more consciously and sincerely.

People in the tourism industry often say that tourists should feel at home. How to do this? This requires every tourist service personnel to make their own efforts. As a tour guide, we should provide sincere and extraordinary service to tourists, provide warm and smiling service, and "greet all the guests in the world with a smile", so that as soon as tourists set foot on the land of China and get in touch with China people (tour guides are often the first people), they will feel warm and cordial and live in a harmonious atmosphere.

Second, the principle of "service first"

"Service first" is not only the service criterion of tour guides, but also the most basic moral standard in tour guides' professional ethics, and it is also another starting point for tour guides to deal with problems in their work. The key to "service first" lies in caring for people. Tour guides should always keep tourists in mind and always care about them.

Tour guides should strictly follow the principle of "service first" and always consider the interests and demands of tourists, while wood should overemphasize its own difficulties and the gains and losses of travel agencies, and must not refuse the reasonable and just demands of tourists under any excuse; When tourists make oral complaints to tour guides, as long as they really proceed from the principles of "guests first" and "service first" and act on the principle of not harming the interests of all parties, tour guides may properly handle complaints and solve problems and difficulties reasonably. Therefore, it can be considered that the principle of "service first" is the premise and key to solve the problem satisfactorily.

Third, the principle of "serving all"

The duty of a tour guide is to serve all the guests and exist for every tourist. During work, the tour guide may meet relatives and friends, but be careful not to let other members of the team know about this relationship; Traveling with a group, you will always meet several tourists who get along well, but don't let one or several members monopolize your time. The principle of "serving everyone" is to require tour guides to be impartial, treat every tourist equally and take care of them. If the tour guide does not follow this principle, but prefers some people in the tour group to others and refuses to serve others, it will inevitably lead to tension within the tour group, which will lead to suspicion and jealousy. This behavior of the tour guide will destroy the tourism activities and make every member of the tour group unlucky, but the most unlucky one must be the tour guide himself, because doing so will definitely create many obstacles and difficulties for his work. Therefore, tour guides must adhere to the principle of "serving everyone".

Every tour guide should understand that every member of the tour group is a guest, your customer and the hope of developing tourism, so we must serve them enthusiastically; Moreover, each of them paid equal travel expenses, so it is natural to give everyone the same treatment. Therefore, the tour guide must keep an equal distance from every member of the tour group, treat every visitor equally, be equally warm, friendly and respectful, and provide the same service. The tour guides in our country put forward the slogan "To serve everyone, one more step is the best", and we suggest that every tour guide should work hard for it.

Guided by the principle of "serving everyone", tour guides can avoid a lot of unnecessary troubles and prejudice when dealing with problems and tourists' oral complaints.

Four. Aida principle

This is the marketing principle of commercial society, which concisely explains the consumer's behavior pattern.

AIDA consists of the first letters of the following four English words:

A- Attention (through interesting and concrete image introduction as far as possible) to attract the attention of the other party to the goods being promoted;

I- interest (by further developing the conversation that has attracted the attention of the other party, to arouse the other party's interest in the goods);

D- desire for action urges the other party to know more about the situation, get enlightenment, and arouse the desire to possess things;

A-Action continues its efforts to urge the other party to take possession of the goods.

Tour guides all over the world apply this principle to tour guide services to promote additional tourism projects, and use this method to make tourists accept alternative projects when they have to change the content of tourism activities, and also use this principle as a behavior model when dealing with problems; This principle can often play an important role in regulating the mood of tourists, regulating the relationship with tourists and creating a friendly atmosphere for tour groups.

Five, the principle of "reasonable and possible"

The principle of "rationality and possibility" is not only the principle of tour guide service, but also the basis and criterion for tour guides to deal with problems and meet tourists' requirements. In fact, it is also a criterion for dealing with interpersonal relationships.

Tourists generally have perfectionism when traveling abroad, often idealize tourism activities, often put forward various requirements, opinions and suggestions in their life and sightseeing activities, and sometimes even criticize the arrangement of tourism activities, and a few people are blindly picky. It is of great significance to handle the demands, opinions and suggestions of tourists, as well as the criticisms and accusations of a few people, which sometimes affect the success or failure of the whole tourism service. Therefore, the tour guide had to take it lightly. When tourists put forward their own requirements and opinions, the tour guide must listen carefully, calmly and carefully analyze to see if it is reasonable and feasible; Even personal criticisms and accusations should be taken seriously to see if there is a reasonable component. Tour guides must not ignore this point, let alone flatly refuse or severely refute it. Tour guides should try their best to do whatever is reasonable and possible, that is, beneficial and legal to tourists. If they do not do well, they should correct and make up for it. For unreasonable or impossible requests and opinions, the tour guide should explain patiently, seek truth from facts, be reasonable, and convince the tourists.