2002年4月的一天,张家界天门旅行社业务部接到一个来自湘西自治州的电话,是位自称姓彭的客人想去北京旅游,看了“天门”的广告后来咨询的。该社业务部的工作人员详细介绍了行程和服务标准后,问及客人人数,答复是3个人。3个人,对旅游者来说意味着:散客的高成本,地接困难和单房差。但考虑到游客信任自己,工作人员还是一口答应下来。幸好北京一直实行散客拼团,成本不是太高,但考虑到湘西是新开辟的市场,旅游意识尚需引导,对价格也十分敏感。工作人员仔细核算后,发现成本与报价基本持平,还是签下这三位客人。客人说次日便到张家界,出发时间是第三天。这让该社感到十分为难:如此紧的时间,火车票怎么办?如果垫款先买,客人中途改主意怎么办?最终,工作人员想既然承诺了,就不能失信于人,大不了赔上退票费。事也凑巧,赶上那两天火车票十分紧张,张家界站卧铺票早已售完。工作 One day in April 2002, Zhangjiajie Tianmen Travel Service received a telephone call from the autonomous prefecture of Xiangxi. It was a guest who claimed to have surnamed Peng who wanted to travel to Beijing and read the advertisement of “Tianmen” and later consulted. After a detailed introduction of the itinerary and service standards, the staff of the agency’s business department asked about the number of guests and the reply was three people. 3 individuals, for tourists means: FIT high cost, to the difficulties and single-room poor. However, taking into account the tourists trust themselves, the staff still agreed. Fortunately, Beijing has been implementing FIT fights, the cost is not too high, but taking into account the new market opened up in western Hunan, tourism awareness still needs guidance, the price is also very sensitive. Careful accounting staff, found that the cost and price basically the same, or sign these three guests. Guests said they will go to Zhangjiajie the next day, the departure time is the third day. This allows the agency in an awkward predicament: such a tight time, advances to train how to do if bought, change your mind halfway guests how to do the final, the staff would like as promised, we can not lose the trust of people, big deal to lose a refund?? fee. Incidentally, to catch the train tickets that very tight two days, Zhangjiajie station sleeper tickets already sold out. jobs