《英語導游培訓》6.4.1誤機事件Missingtheflight主講教師：薛博Lecturer:CrystalXue送團特殊事件處理---誤機事件ObjectivesHowtodoifmissingtheflight.SceneThelocalguidefromCITSisdealingwiththemattersinmissingtheflight.PreparationsProceduresindealingwithmissingtheflight.FormDialoguesI.TrainingContent

II.ServiceProcedures

Step1Step2

Letthetouristsgotothenextstopassoonaspossible.Step3

Berealisticinexplainingthesituationtotouristsinordertopreventmisunderstanding.Step4Tostabilizetourists'moodandarrangetheiraccommodationandsightseeingwellduringtheirstayinthisarea.

Reporttothetravelagencyandrelevantdepartmentsforassistanceimmediately.III.Dialogue

Scene:Atourguideisdealingwiththemattersaboutmissingtheconnectingflight.（A：tourguideB：clerksinairport）A:Ihadaconnectingflight,butourarrivingflightwaslate.

B:Wewillhelpyoumakealternativeplans.

A:CanyougivemethenumberoftheairlinesothatIcancall?

B:Theairlinesalwayshavepersonnelatthearrivalgatetohelpdirectyouwhenaflightislate.Wecanhelpyourighthere.

A:Irememberthatwhenwebookedthisflight,ourconnectingflightwastheonlyoneonthisday.III.Dialogue

Scene:Atourguideisdealingwiththemattersaboutmissingtheconnectingflight.（A：tourguideB：clerksinairport）B:Ourticketingistiedinwithotherairlines.Ifwecannotaccommodateyou,perhapsanotherairlinehassomeopenseatstoyourdestination.

A:WherewillIstayifIcan'tgetanotherflighttonight?

B:SinceIbelievethereisaflightoutofhereat5:45inthemorning,youmaywanttoconsiderjuststayingattheairport.

A:Idon'tthinkIshouldhavetopayforahotelroom.

B:Wewillpay50percentofthepriceofyourroom.TASK1ProceduresMissingtheflightScene:Youareatourguide,