Guided by tourist evaluation, do tour guides dare to be arrogant?
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Recently, the Ministry of Culture and Tourism has researched and formulated the "Action Plan for Strengthening the Construction and Management of Tour Guide Teams (2021-2023)" (hereinafter referred to as the "Plan").
The "Plan" proposes to formulate the "Guide Star Service Evaluation Management Measures" to build a comprehensive evaluation system for tour guide service quality that is deeply integrated with the tour guide rating evaluation mechanism, and to guide tour guides to consciously improve service quality.
Tour guides and tourists are a cooperative relationship between service and being served.
Qualified tour guides can allow tourists to spend a relaxing and pleasant journey, but in reality "black tour guides" cannot guarantee the quality of tourism services. Some "evil tour guides" in order to force tourists to shop and spend, or insult or threaten, both infringe tourists. Rights and interests damage the image of tour guides and tourist destinations.
Recently, a tourist received a video call from his family at a shopping point in Xishuangbanna, Yunnan, and was told that his son was ill and needed surgery. This caused dissatisfaction with the tour guide. The tourist angrily said that “the child has to go shopping if he is not dead”.
There is also a video showing a tour guide in Zhangjiajie, Hunan yelling at tourists in a certain Emerald City: "Cheating to eat and drink, you complain to Laozi and try."
Although the "Tourism Law", "Administrative Regulations on Tour Guides", "Administrative Measures on Tour Guides" and "Interim Measures for the Administration of Records of Uncivilized Tourism Behaviors of the National Tourism Administration" all have provisions restricting the conduct of tour guides, the exposed "evil tour guides" are also subject to Administrative penalties such as the revocation of tour guide licenses, but there are still some tour guides who do not learn the lesson and continue to treat tourists with a bad attitude. One of the fundamental reasons is that these "evil tour guides" do not pay attention to tourists.
For tourists, they are unfamiliar with people living in a foreign land, while tour guides are familiar with people. Once they do evil driven by interests, most tourists often dare to be angry but do not dare to speak.
In this context, the above-mentioned "Plan" proposes that the establishment of a tourist evaluation-oriented tour guide service evaluation system will undoubtedly improve the status of tourists, improve the inequality between the two status, and form a binding force on tour guides.
Once tourists evaluate the service quality of tour guides, tour guides dare not easily offend tourists. The reason is that if tourists give bad reviews, it will affect the vital interests of tour guides, which can force tour guides to restrain their emotions and behaviors.
At the same time, the praise given by tourists can encourage tour guides to consciously improve the quality of service.
This force, one encouragement, both positive and negative, is expected to make the "evil tour guide" disappear.
However, a small number of tour guides treat tourists with a bad and arrogant attitude. The underlying reason is that low-cost tours have not been eradicated and the tour guide's salary mechanism is unreasonable.
Judging from the many cases of tour guides insulting tourists, they are all for forcing tourists to shop.
There are tour guides who confess to receiving low-cost groups. Only when tourists spend more and more shopping can they get the group reward. If the tourists pay enough for the tour fee, the travel agency guarantees the tour guide's compensation, so there will be no abuse.
If the problem of low-cost tours is not completely resolved and the tour guide's salary mechanism is unreasonable, even if tourists evaluate tour guides, the "bad tour guides" may not disappear.
In order to survive or benefit, even if "tourists evaluate tour guides" are deeply imprinted in the minds of tour guides, it does not rule out that some tour guides do evil in other ways, such as turning bad language into gentle inducement, which will not offend tourists, but can also get a commission.
Tourists comment that tour guides are a good way, but they still need to cooperate with other governance measures.
In recent years, with regard to unreasonable low-cost tours, from the national tourism authorities to local governments, many heavy blows have been made to achieve obvious results, but they have not been completely eradicated.
Regarding issues such as the instability of tour guide salaries, the "Guide Management Measures" and other systems also have corresponding arrangements, but ultimately it depends on the effect.
As far as the reform measure of "tourist evaluation of tour guides" is concerned, its actual effect also depends on the actual impact of tourist evaluation results on tour guides.