旅游故障及其处理

第一节旅游故障概述,第五章-旅游故障及其处理,教学目的,了解旅游故障的特点和类型掌握处理旅游故障的原则和要求,重难点,重点掌握类型和怎么处理难点如何把握处理的原则和要求,第一节旅游故障的概述,1旅游故障概念旅游过程中发生的各种影响、阻碍旅游活动正常进行并有可能造成损害的倾向、问题和事故通称旅游故障2对旅游故障的处理是对导游员工作能力和独立处理问题能力的重大考验。3导游员必须充分认识旅游故障的危害及其后果的严重性，全力以赴努力将故障产生的负面影响和损失控制在最低限度，尽量保证旅游活动得以正常进行。,3旅游故障的特点,旅游故障的类型,1按照责任划分,2按照状态划分,3按照危害程度,4单一性事故和复合性事故,三、处理旅游故障的原则,四、处理旅游故障的基本要求,1沉重冷静，稳定旅游者的情绪处理冷静能加强威信稳定情绪、举止沉着、说话语调平缓、眼神安定从容有助于导游员理清思路，能尽快找出处理问题的方法。2拟定实施处理方案以导游服务集体为核心，结合旅游者的意见拟定方案汇报给旅行社，待批复进行实施。A复合性故障-分清轻重缓急，逐个处理，不夸大也不轻视，先外后内，先考虑旅游者再考虑旅行社，先重后轻。,3善后处理-对于善后事宜重视不可敷衍4记录和总结1）故障发生的原因和经过2）故障处理过程3）善后处理情况和赔偿情况4）对事故造成的影响和应该吸取的教训，今后的防范，改进的措施5）其他需要报告的事宜,Contents,Click to add title in here,Click to add title in here,2,3,ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.,Hot Tip,How do I incorporate my logo to a slide that will apply to all the other slides? On the View menu, point to Master, and then click Slide Master or Notes Master. 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