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Enthusiasm Outgoing and affable nature Self-confidence Proactive Sensitivity Flexibility Authenticity Pleasant professional appearance
Monday, November 15, 2010
Sense of humor Knowledge Good communication skills Organisation Decisiveness Good health Personal integrity Charisma
November 15.Tour Guiding Series 2 Monday. 2010 .
6. 5.Tour Guiding Series Zhang and Chow Tourist priority 1. 2010 . Punctual Able to solve problems Knowledge of destination Honest and trustworthy Inform safety regulations Deliver service promised in itinerary 3 Monday. November 15. 4. 3. 2.
11. Monday. 12. November 15. 9.Tour Guiding Series Zhang and Chow Tourist priority Polite Good presentation skills Well trained Briefing visitors on daily itinerary Respect customers Communicate well in Mandarin/Cantonese 13. Friendly 7. 10. 8. 2010 4 .
Introduce reliable shops 19. November 15. Sense of humor 5 Monday. 16. 2010 . 17. 15.Tour Guiding Series Zhang and Chow 14. Generate friendly atmosphere Appear neat and tidy Always available for help Pay attention to detail Inform visitors about destination¶s customs 18.
Tour Guiding Series Moments of truth Jan Carlson Service encounters Cascade of service encounters 6 Monday. November 15. 2010 .
2010 . November 15.Tour Guiding Series Seven sins of service Treating customers with apathy ³travelers will forgive many shortcomings in a interpreter but apathy is not one of them´ Brushing customers off ³the interpreter giving an impression that he or she would rather be elsewhere-alienates quickly´ 7 Monday.
November 15. 2010 8 .Tour Guiding Series Seven sins of service Being cold to customers ³the inability or lack of desire to share one¶s self with people will express coldness towards customers´ Treating customers with condescension ³I¶ll make this so simple they¶ll be sure to understand ´ ³I sense you won¶t understand unless I make this very elementary´ Monday.
2010 9 . November 15.Tour Guiding Series Seven sins of service Working like a robot ³I can do this with my closed eyes´ Getting hung up on the rule book ³sorry our policy is«.´ Giving customers ³the run around´ ³Your concierge can recommend the best hotels around your hotel´ Monday.
concerned listener Monday.Tour Guiding Series Establishing rapport Be prepared Adopt an attitude of friendliness and positive expectancy. and take responsibility for creating and maintaining harmony Let visitors know that their enjoyment is of primary concern Respect others and be careful. 2010 10 . November 15.
Tour Guiding Series Establishing rapport Give clear instructions ³We will be departing at eleven sharp. 2010 Dr. 11 . November 15. By my watch it¶s now ten-forty´ Don¶t give ultimatums those cannot or will not be enforced Follow through on promises.be conservative on promises Avoid playing favorites Exemplify the desired behaviour Monday.