002.What are the proper manners for a tour guide?（导游服务时应遵循什么样的行为规范？）

★Be Law-abiding and provide different information for different groups (Keep some information from inbound groups).

★Strictly follow the reporting-and-instructing system.

★Wear tour guide certifi cates when providing service.

★Have a warm smile and a friendly attitude; treat tourists with the same care and concern that would be extended to your own family members; when tourists have problems, put yourself in their shoes.

★Maintain a good personal image.

☆遵纪守法，提供服务时注意内外有别。

☆严格遵守请示报告制度。

☆从事业务活动时佩戴导游证。

☆微笑服务，礼貌待客；对游客一视同仁，把他们当成自己的亲人；游客遇到困难时，能换位思考。

☆保持良好的个人形象。

【备注】“游客”一词英文可用guests, travelers, tourists, clients等，《旅游法》中采用tourists一词，故文中凡涉及游客，英文均用tourists。《旅游法》中“导游”一词英文采用the tour guide，本书采用相同表述且如无特别标注，本书中“the tour guide”均指地陪。工作中，不少导游习惯用“办公室”（office）一词指代“旅行社”，本书沿用此做法，英文用office指代travel agency。