123.How should a tour guide deal with individual requests?（导游应如何处理游客的个别诉求？）

A group consists of many people of various backgrounds.There will be individual requests in different situations from different tourists. When facing this, a tour guide shall follow the basic rules:

★Firstly listen to the tourists carefully. (It is very important to show tourists that you really pay attention to what they request. You can’t simply reject tourists even if the request is not reasonable. Your rejection may make them think you don’t care for them.)

★Figure out whether the request is reasonable and feasible. (You may consult with the tour leader or the national guide as they accompany the tourists all the time and they know them more than you do.)

★If the request is both reasonable and feasible, report it to the travel agency and try to arrange it.

★Keep a record of updated changes.

★If the request is either unreasonable or not feasible, explain patiently. (Communicate with tourists patiently and privately, reducing unnecessary trouble and misunderstanding. Or let the tour leader or national guide help explain to the tourists. Always avoid confrontation with tourists.)

旅行团的游客背景各不相同，在不同的情况下不同的客人会有不同的要求。在处理游客个人诉求时，导游要遵循以下基本原则：

☆认真倾听。（在游客面前表现出你很关注他们的诉求是非常重要的。即便游客的要求不合理，也不宜断然拒绝，游客会因此认为你不关心他们。）

☆分析游客的要求是否合理可行。（导游可以咨询领队或全陪，因为行程中他们一直与游客在一起，对客人更加了解。）

☆如果游客的要求既合理又可行，及时报告旅行社积极安排。

☆改变后的计划记录备案。

☆如果游客的要求不合理或不可行，耐心解释。（私下与游客沟通，减少不必要的麻烦和误会。也可以让领队或全陪帮助解释。尽量避免与游客发生正面冲突。)

【备注】对待游客个别要求的原则是合理而可行。通常个别要求处理有两种结果：其一，合理而可行，则帮助安排；其二，合理而不可行或可行而不合理，则委婉拒绝，耐心解释。