基础篇Unit 8 Dealing with Complaints and Emergencies.ppt

This famous Buddhist temple, dating from the 8th and 9th centuries, is located in central Java. It was built in three tiers: a pyramidal base with five concentric square terraces, the trunk of a cone with three circular platforms and, at the top, a monumental stupa. The walls and balustrades are decorated with fine low reliefs, covering a total surface area of 2,500 m2. Agencies always try to link up with reliable carriers and hotels that have good reputations for giving the best service. However, unexpected circumstances do arise, in spite of precautions, especially at peak periods or during unfavorable weather. No one enjoys complaining, for it seldom brings positive feelings to oneself, especially when one is traveling. Tour directors often observe that a few people undergo a personality change when taken out of their own environment, and they behave as they never would when at home. Others become emotionally upset when confronted with problems. For example, they cannot cope with a canceled or delayed flight. They loudly proclaim their woes if a bag is lost or damaged. They write lengthy letters to the agency criticizing them for rating a hotel “first class”, since, in their opinion, it does not measure up to the standard of the best hotels in their own country. They berate the agent for sending them on sightseeing buses that are not like those advertised in brochures. They reject native dishes and drinks. They complain about the service of a local guide simply because he or she is not familiar with the route. When dealing with complaints, tour guides are supposed to listen carefully and not to make any comments. Then they should go all out to remove the complaints quickly, either by making polite, patient, and detailed explanations, or by making swift, effective corrections and remedies, or reporting the complaints to a superior. In the meantime, tour guides must keep guests informed of the measure or actions that they are going to take. In case