138.If you arrive late to meet the tourists, what will you do to make up for the mistake?（如果导游因个人原因未能及时抵达机场迎接游客，应如何弥补过失？）

★Make a sincere apology in front of the whole group. Never make up an excuse to cover up a mistake.

★Promise to redouble your efforts in offering the best service in the next couple of days so as to win the trust of the group again.

★If necessary, give some small gifts to tourists.

★Stay with the group unless the tourists insist on changing a new guide due to your mistake.

☆向全团游客诚恳道歉，切不可随意编造理由来掩饰自身失误。

☆承诺会加倍努力提供优质服务，以重新赢得游客的信任。

☆必要时，酌情给游客一定的物质补偿，如赠送小礼品。

☆如游客没有因此事坚持更换导游，导游应继续提供服务。