8. Seven Sins of Service, Karl Albrecht 1.Treating Customers with apathy 2.Brushing customers off 3.Being cold to customers 4.Treating customers with condescension 5.Working like a robot 6.Getting hung up on the rule book 7.Giving customers the “run-around”
9. Working with Different Age Groups o Students - as many sites and cities around, the world provide ideal learning environments for children of all ages which makes the number for student trips increased in number. - for some guides, groups of young students are the most difficult to guide because they present special challenges in terms of discipline, motivation and interest level.
10. o Senior Citizens - are the favorite age group of guides. They are generally appreciative, curious, interested, attentive, eager for experience and willing to contribute their own life experience. Guides who do not know the interest of young people will have a difficult time reaching them or giving an effective tour.