172.What will you do when someone blames everything unpleasant on you?（当游客将所有不满归因于导游，导游应如何对待？）

★If part of his/her complaint is related to your service and makes sense, sincerely apologize. Let it be known that you will try everything possible to improve your work.

★If his/her complaints don’t make any sense at all, smile and say “Let me think about it and see what I can do.”

★If his/her complaint is related to the arrangement of the program, transportation vehicles, food, etc., notify the offi ce and try to fi nd out whether something can be done to ease the grievance of the tourist.

★If all your efforts are in vain to calm down the tourist who complains all the time due to his/her own emotional or psychological reasons, try to get better understanding and support from the great majority of the group.

☆如游客投诉的部分内容与导游服务有关并有一定的道理，导游应诚恳道歉并承诺尽力改进工作。

☆如投诉内容完全不合理，仍应保持微笑并灵活应对，如回答：“让我看看，能为您做些什么？”

☆如投诉涉及行程安排、交通工具、餐饮等，导游应向旅行社及时反映并尽力缓解游客的不满情绪。

☆如游客因个人情绪或心理原因，事事抱怨，而导游的所有努力均无明显效果，那就尽量争取赢得绝大多数游客对自己工作的理解和支持。

【备注】导游是旅游业中与各要素关联最多的从业人员，是各种矛盾和利益关系的交会点，也因此成为目前中国旅游市场乱象频发的焦点。在诸多旅游投诉中，导游这个群体已成为民众关注甚至指责的对象。化解游客不满情绪、应对游客投诉的能力是一名合格导游必备的工作能力。