Generally speaking, Swiss people will wait patiently if they need to wait in line to buy things or do things. The people in front ask endless questions and dally, and the people in the queue behind are used to it. Everyone slowly comes one by one. For example, at the front desk of a hotel, the person behind the queue can’t think that the front desk staff is slow, because he must first meet all the requirements of the guest in front of him. When someone cuts in line or asks the person in front to hurry up, the hotel service staff may be unhappy and even criticize you and refuse your request. There is another difference. In hotels in China, service personnel always ask their superiors for instructions when making decisions, but not here, especially the front desk staff, who have great autonomy, so they are confident, sometimes a little arrogant and even self-righteous.
Bao Ximeng, who is in charge of the China market in the Swiss National Tourism Administration and has lived in China for eight years and speaks fluent Beijing dialect, said that the difference between the Swiss service staff and the service staff in China is that he will tell the guests bluntly if he has any dissatisfaction, including his dissatisfaction with the guests. His psychology is that I am in charge here! The status of service personnel in Switzerland may be different from that in China. They will never consider themselves inferior, bow and scrape, and feel inferior. So, if the consumer doesn’t respect him, he will fight you back! Instead of "the customer is always right" (or at least verbally), as the service staff in some countries do, I have nothing to do with myself.
Of course, there is another reason. Because of the high labor cost, most of the tourist service agencies in Switzerland have limited manpower, and the ratio of service personnel to guests cannot be exactly the same as that in other countries.
A general manager of a Swiss Chinese travel agency who has received many tourists from China also mentioned that China tourists call the waiter to come and serve as soon as they sit down in a Swiss restaurant. This is "different" in Switzerland, where guests are usually waiting for the waiter to come over and ask for various requirements. This may not be right or wrong, but without understanding this background, contradictions and even conflicts will easily occur. Also, China tourists generally speak louder, which has been criticized. Frankly speaking, this is mainly due to our strong spirit of self-criticism. Bao Simon said, in fact, this is not a big problem. He said, I have my own Mrs. China, and I have become louder. In addition, some Europeans speak louder, such as the Dutch.
Perhaps these misunderstandings and estrangements caused by China tourists’ inadaptability and unaccustomed in Switzerland are the so-called "cultural differences". However, if we look beyond this "cultural difference" and look at these trivial "contradictions and conflicts" that are often encountered in travel life, perhaps we should also mention another concept, which might as well be called "education".
For example, an "educated" person in a restaurant accustomed to "guests greet waiters", waiting for the waiters to take the initiative to serve, then he may really wait for a long time. Similarly, a guest who thinks this is just a "cultural difference" and uses it as an excuse to yell at the waiter in a restaurant will only be considered uneducated. In fact, the "when in Rome, do as the Romans do" summarized by our ancestors is really "educated". If you don’t know what to do,-then you can quietly see what others do! Don’t shout until you understand it. This is "education".
Ms Paula, general manager of Lekrone Hotel, a high-class hotel in Valais, said with tolerance and grace that China tourists’ learning and adaptability should be encouraged. She said that when China guests came to her hotel to stay and eat, they used to have to eat Chinese food, but now they are gradually accepting western food. But it is generally hoped that all the dishes, such as the first dish and the main course, will be served together, and the speed will be fast. "But they are also observing, quietly watching what others do, and then following suit."
Mr. Remo, who is in charge of marketing and sales in Interlaken Tourism Bureau, the most visited Swiss city in Chinese, said that China market is the largest international tourist market in this famous tourist city at the foot of Girl Peak. In order to meet the needs of these guests, they consider the needs of China tourists in every aspect of tourist reception, such as hotel facilities, restaurants’ catering and Chinese menus, Chinese shopping guides at shopping spots and so on. And the various tourism products they have launched are also trying to meet the needs of this market from all angles. But even so, there are still some problems that can’t satisfy China tourists. For example, unlike its neighboring countries, Switzerland uses the euro, but here it uses the Swiss franc. This may cause a lot of inconvenience to tourists who travel in many countries in Europe. Mr. Steven, who is responsible for the sales of Swiss-largest infant milk powder "Yarui Milk Powder" in European duty-free shops, is trying to conduct an all-round investigation on the needs of China tourists, hoping to meet their needs as much as possible and avoid misunderstanding due to ignorance.
Of course, from another perspective, "cultural differences" should not be an ostentatious excuse to ignore or attach importance to "education", a shield to muddy the water or a fig leaf of ostrich policy, and vice versa. The concept of "customer is God" should have been deeply rooted in people’s hearts long ago, and it should be acceptable regardless of whether it is educated or not, no matter how different cultures are. If his "education" conflicts with this concept, it doesn’t matter. Market, sales, supply and demand, cost performance and so on will definitely teach him in the end.
Bao Simon said that no country’s government has educated its citizens to travel so seriously and earnestly. Can you imagine the French government asking French tourists not to travel abroad in this way or that way? According to the tradition of the French people, they will definitely oppose the government: I will do what you don’t want to do! Bao Simon said that it is rare for China tourists to spit everywhere now. This is of course related to the continuing education of the China government. Bao Simon also said that from another angle, isn’t it cultural differences that tourists are looking for when they travel abroad? No difference, no attraction. It is normal and good to have differences.
That is to say, we should experience, understand, respect and finally tolerate "cultured", consciously and actively, instead of always trying to change "differences". That’s a summary, right? (He Nong)
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