1、L/O/G/O第一節第一節服務理念和技巧服務理念和技巧第七章導游服務水平提高導游服務理念導游服務理念 辭海（1989）對“觀念”一詞的解釋有兩條，一是“看法、思想。思維活動的結果”，二是“觀念（希臘文idea）。通常指思想。有時亦指表象或客觀事物在人腦里留的形象。1.誠信待人-交際活動基礎2寬容理解-善解人意、寬以待人、尊重旅游者文化背景，生活習慣和價值取向，即使批評也要善意的 3熱情細致-了解其心理、了解切身感受、想起所想，急其所急，滿足其所需。 4加強引導-善于促成旅游者活動趨向一致 5融為一體-導游內容為旅游者接受程度和旅游者對旅游參與程度是衡量成功與否的標準，導游要在情感和觀念上讓客人

2、接受二服務技巧二服務技巧 1把握旅游者心理-觀察分析揣摩內心想法針對性服務 2靈活安排游覽內容-根據游客身體和心理需求靈活機動安排游覽做到有張有弛、景點順序安排要有序曲、高潮、尾聲 3引導旅游者審美-自然美、生活美、藝術美 4注重交往技巧1）問候-稱謂-禮節-問候語2）交談-語氣-時機3）回答-正面回答。反問轉移話題 4）勸說A誘導式勸說-態度誠懇-善于引導（見177）B迂回式勸說-旁敲側擊（177）C暗示式的勸說（177） 5）道歉A微笑式道歉B補償式道歉C自責式道歉-誠懇、及時、把握分寸 6）拒絕，委婉表明態度A微笑不語B先表示理解-以無可奈何的理由進行拒絕三、行為上應該注意問題三、行為上

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