SHS

TVL - ICT
(CONTACT CENTER SERVICES)

Delivering Quality Customer Services

Activity Sheet
Handle Quarter
Customers 4 – LO3
Complaints

REGION VI – WESTERN VISAYAS

TVL – ICT (CONTACT CENTER SERVICES)
Activity Sheet No. 1
First Edition, 2020

Published in the Philippines

By the Department of Education
Region 6 – Western Visayas

Republic Act 8293, section 176 states that: No copyright shall subsist in any
work of the Government of the Philippines. However, prior approval of the
government agency or office wherein the work is created shall be necessary for
exploitation of such work for profit. Such agency or office may, among other things,
impose as a condition the payment of royalties.

This Learning Activity Sheet is developed by DepEd Region 6 – Western

Visayas.

ALL RIGHTS RESERVED. No part of this learning resource may be

reproduced or transmitted in any form or by any means electronic or mechanical
without written permission from the DepEd Regional Office 6 – Western Visayas.
Development Team TVL – ICT (Contact Center Services) Activity Sheet

Writer : Jocelyn E. Remonte

Editor/Reviewer : Edward E. Baña

Schools Division Quality Assurance Team:

Schubert Anthony C. Sialongo
Edward E. Baña
Allan B. Montenegro
Michelle P. Jordan
Division of Antique Management Team:
Felisa B. Beriong, CESO VI
Corazon C. Tingson
Gaudencio C. Riego, PhD
Schubert Anthony C. Sialongo
Edward E. Baña

Regional Management Team

Ramir B. Uytico
Pedro T. Escobarte, Jr.
Elena P. Gonzaga
Donald T. Genine
April C. Velez
Abraham P. Imas
Jo-an R.Pet
Introductory Message
Welcome to TVL – ICT (Contact Center Services)!

The Learning Activity Sheet is a product of the collaborative efforts of the

Schools Division of Antique and DepEd Regional Office VI - Western Visayas
through the Curriculum and Learning Management Division (CLMD). This is
developed to guide the learning facilitators (teachers, parents and responsible
adults) in helping the learners meet the standards set by the K to 12 Basic Education
Curriculum.

The Learning Activity Sheet is self-directed instructional materials aimed to

guide the learners in accomplishing activities at their own pace and time using the
contextualized resources in the community. This will also assist the learners in
acquiring the lifelong learning skills, knowledge and attitudes for productivity and
employment.

For learning facilitator:

The TVL – ICT (Contact Center Services) Activity Sheet will help you
facilitate the leaching-learning activities specified in each Most Essential Learning
Competency (MELC) with minimal or no face-to-face encounter between you and
learner. This will be made available to the learners with the references/links to ease
the independent learning.

For the learner:

The TVL – ICT (Contact Center Services) Activity Sheet is developed to

help you continue learning even if you are not in school. This learning material
provides you with meaningful and engaging activities for independent learning. Being
an active learner, carefully read and understand the instructions then perform the
activities and answer the assessments. This will be returned to your facilitator on the
agreed schedule.
 Quarter 4 -Week 1-2
Learning Activity Sheets (LAS) No. _1

Name of Learner:_______________________________________________________
Grade and Section:___________________________________ Date: ______________

TVL – ICT (Contact Center Services)

LEARNERS ACTIVITY SHEET
Protocols for Handling Difficult Customers
Process of handling customers inquiries

I. Learning Competency:
LO3. Handle customers complaints
( TLE_ICTCC9-12QS-IVa-f-3)
3.1 Respond to complaints promptly with empathy
3.2 Address customer’s complaints with clear, direct, accurate, and timely response
3.3 Establish details of complaints and use basic remedies in accordance with
enterprise policy

II. Background Information for Learners

Handling Customers’ Complaints

A call center often becomes a frontline customer service, as many busy people turn
to the Internet to get their business needs met. This means a call center may be receiving
the bulk of customer complaints, as well as questions and transactions. As a call center
practitioner, are you ready to handle the challenge of a frustrated, angry customer?

Customers complain because they believe they have been treated unfairly. They
should be treated special because they are giving the business the opportunity to solve the
problem and retain them as customers.

When a complaint arises, there are two factors to be considered:

1. the customer
2. the complaint

Complaints may be prevented if you try considering how customers are pleased.
The top three issues concerns of customers to be satisfied are reliable agent, enjoyable
business transaction, and trustworthy people.

Top Concerns of Customer Satisfaction

Reliable agent Customers want to know they can depend on

you. They want to do business with people who will
keep their word and do what they say they will do.
Enjoyable business transaction Customers want to know they can depend on
you. They want to do business with people who will
keep their word and do what they say they will do.
Trustworthy people Customer perception is important.
Remember, everything that the customer hears will
shape their opinion of you, your service and
products and the company in which you work.
Serve the client by feeling good to provide well
 customer service experience, and you will increase
the customer’s confidence.

On the other hand, customer complaints are also valued. They tell the company:
what its faults or shortcomings are;
where the company needs to improve; and
why the company or the brand is not selling well.

Preliminary Activity
DIRECTION: Use the chart to assess your skills in handling customers’ complaints.
Place a check () or cross () in the column provided. Do this in your notebook.

1. I can respond to complaints promptly and empathetically.

2. I can address customers’ complaints with clear, direct,
accurate, and timely response.
3. I can establish details of complaints and use basic remedies in accordance
with enterprise policy.
4. I can implement appropriate referral or hands-off procedures as required.
5. I can refer complicated concerns to higher authority.

Protocols for Handling Difficult or Irate Customers

How would you feel if you were the one making the complaint? That is the first thing
you need to think when dealing with complaints. Empathy and understanding are
paramount to giving good customer service, whether in sales, customer service, or
customer complaints departments.

Try these methods of responding to customer complaints:

Methods on How to Respond to Complaints Promptly

Treat complainants as
valued customers.
Accept ownership of
the problem.
Use the person’s name often,
and with care.
Use the person’s name often,
and with care.
Be understanding.
Be sure to get all relevant
information.
At the time the complaint is made, customers want to feel
valued. Ensure that you make the customer feel that the call
is important to you and you are very much willing
to listen and serve.
Apologize to customer for the problem that arise. Don't
blame others. The power of the word, “sorry” is immense. An
early apology in the conversation is often the key to
managing the call without having to escalate it. Thank the
customer for bringing the problem to your attention.
The sound that people most like to hear from others is the
sound of their own names. Use expressions such as:
“I appreciate your concern, Sir Robert”
“I can understand why you feel the way you do, Miss Verna.”
Let the customer talk. Say something to them to let them
know you are listening well.
Remember, the person is complaining about your
business, not about you personally. Be calm, cheerful and
helpful. If possible, let the customer know that you will take
responsibility for solving the problem.
If necessary, repeat the complaint to the customer and
get agreement that you understand the customer’s point of
view. If the customer says you haven’t got it right, never
say: “You don’t understand what I have said.”
Instead, always say,
“I am sorry I haven’t made myself clear.”
 Always take responsibility for being heard and understood.

Process of Handling Customer Inquiries

Prevention is better than cure. Preserving the relationship with customers is always
the main concern in handling complaints.

Your first move is to offer a solution that meets the expectations of the customer.
Remember that your goal is to maintain the relationship and keep the customer, and that
means providing satisfaction. The saying, “The customer is always right,” is also true in the
case of a complaint.

This is an example of combining emotional understanding with control. Rapport and

trust are necessary before you can move forward. Keep control obviously, but involve the
other person in your thinking and decision-making.

Read how a representative addressed a customer complaint.

Control of Situation:
"Okay, I really understand and agree with you that this is
very unbelievably /frustrating /annoying /stressful
/upsetting/ enraging to you, but for me to help you I must
work within our process.”

Repeat the complaint by using the notes you made while listening to the customer
complaining. This demonstrates that you have a secure grasp of the problem. Keep your
tone measured and calm, and ask a closed question at the end to check if you have a full
understanding.

A good way to make sure that you know exactly what the problem is to use calm and kind
words like:

“I understand that you are upset, and rightly so, that the gadget you
bought is not working well.”

By now, the customer should at least be ready to let you help them.
Assure them what exactly you are going to do and explain the realistic options available.

If the customer wants something that is not possible, apologize, give

reasons why this is not an available option, and then tell them what you can
do for them.

Moreover, if you can minimize passing them from department to

department, this will also help them to remain calm and listen to any options
you put forward.

If a solution is becoming difficult, ask the magic question:

“What do you think we should do that will solve the problem and
be fair to you and the company?”
 Then wait for the customer’s response. In most cases, the customer will require you
to do less than you were willing to do, so accepting this solution will not be difficult. You
may even decide to ask this question before you have to negotiate. The benefit of asking it
earlier is that you will nearly always be able to settle on the customer’s terms.

After getting the situation under control and fixed, apologize for the inconvenience.
Hope it does not affect their impression on the company. Maybe throwing a nice word
indicated in the box below will create a smile on the customer’s face.

“Have a nice day.”

“Thank you for calling. Hope to serve you again.”

Acknowledging the Situation and Providing Appropriate Response

Once you have all the list of the complaints, act immediately in accordance with the
procedures of customer service policy.

An enterprise policy needs to be a living document that staff may access and refer
to. Policies are meant to be there as a guide to allow a staff to know what to do in a certain
situation.

What can you do to remedy the arising problem? Here are the basic tools from an
enterprise’ customer service policy:

Basic Remedy
Empower staff.
Give responsibility.
Train representative.
Customer service representative should know how to provide
solutions to customers and have the authority to handle
complaints in a friendly and professional manner.
Give frontline staff responsibility to resolve complaints in the
first instance.
Proper training on customer-complaint handling
techniques is a big help to manage unreasonable customer
behavior.
 III. References:

Dr. Virgilio O. Guevarra, Jr., Rose Ann M. Sulla, Diana Marie B. Dagli, and
Maria Angelica G. Mates, Technology and Livelihood Education Information and
Communications Technology Learner’s Material, Contact Center Services, First
Edition(Pasig City, Philippines 2014) 237-245

IV. Activity Proper

Activity 1: Research Work

This time, you are tasked to look for a contact center policy on how to handle
customer complaints. You may try to search on websites of well-known BPO in your
community. Put a check () mark on the items which may also be found in the policy you
have selected. Download template of Activity from Google classroom

1. Treat complainants as valued customers.

2. Act and speak calmly.
3. Use the person’s name often, and with care.
4. Listen attentively to what your customer is saying.
5. Try to be understanding.
6. Get all relevant information.
7. Practice control of situation.
8. Empower the representative.
9. Give the agent the responsibility to resolve complaint in the first instance.
10. Train representative in communication skills.
Activity 2: Film Viewing

This activity will further enrich your knowledge of handling complaints and help you
reflect to become a good contact center representative. You may do the task individually
or by group.

DIRECTIONS:
1. Search for a video of a customer service rep handling complaints.
2. Download the video and present it in the class.
3. Use the guide shown below to take note of the techniques on how to respond
to complaints.
4. Discuss the notes taken.

(Please download template of Activity and submit/turn in answers in Google Classroom.)

V. Reflection

1. What insights have you gained from the lessons?

2. What significant values have you developed while doing the activities?
3. What difficulties did you encounter and how did you overcome them?