170.List some possible reasons that tourists might complain.（列举一些可能会引发游客投诉的原因。）

Tour guides usually face the following complaints:

★When some new tour guides speak too fast, tourists may miss what they are talking. In this case they may complain of tour guides’ poor language competence.

★When the tour guide is making narration on the coach, tourists can’t hear the guide talking as the microphone is of bad condition or the engine at the back of the coach is too noisy.

★In the hotel, tourists might complain that their room is smoky or the water closet doesn’t work at all. If the hotel room is not well sound-proof, tourists might complain that they can’t sleep well at night.

★When tourists are having dinner in the local restaurants, they might complain the food is not hot enough. The vegetarian might want to have more choices while the restaurants only prepare Toufu or bok-choy which is too simple. After tourists have had quite a few Chinese meals, they might complain that most meals are the same.

★Tourists are of different ages, careers and educational background, so they have different expectations from tour guides. Some new tour guides may fi nd it diffi cult to adjust themselves to different groups. If the guide can’t answer questions raised by tourists or the guide ignores the tourists’ special requests, tourists will complain.

★Most foreign tourists don’t like surprises. If there are uncertain situations that may affect the tour, the tour guide had better let the tourists know beforehand.

导游有可能接到以下投诉：

☆有些新导游讲解语速很快，游客没听明白导游的讲解。在这种情况下，游客会投诉导游的语言能力欠佳。

☆当导游在旅游车上讲解时，由于麦克风效果不好或是因为后排引擎的噪声太大，导致游客听不见讲解。

☆在酒店，游客可能会抱怨房间有烟味或者洗手间不好用。如果房间不隔音，游客会抱怨他们整夜无法入睡。

☆游客在餐厅用餐时，可能会抱怨菜不热。素食者希望有更多的选择但餐厅只提供简单的豆腐或白菜。游客吃过几顿中餐后常常会抱怨菜品没变化。

☆游客年龄、职业和教育背景各不相同，他们对导游员的要求也是不同的。一些新导游很难根据不同的旅行团调整自己的服务。如果导游无法回答游客提出的问题，或者忽视游客的诉求，游客很容易投诉。

☆大多数外国人不喜欢惊喜，如果有什么可能会影响行程的不确定因素，最好提前告诉游客。

【备注】国外游客的投诉往往涉及导游的讲解、餐饮安排、住宿条件、导游综合服务素质及不确定因素导致的变化。实际操作中，对于已经解决的投诉，如不涉及违反合同原则的，导游在顺利解决后，可酌情考虑是否向旅行社汇报。如此，旅行社会认为该导游的控团能力、解决问题能力、处理事故的能力强，遇到特殊团队会优先安排。