Professional Documents
Culture Documents
Module 5-9 4Q.
Module 5-9 4Q.
Module 5-9 4Q.
Services
Quarter 4 – Module 6:
Receive and Handle Guest
Concerns
This instructional material was collaboratively developed and reviewed by educators from
public and private schools, colleges, and/or universities. We encourage teachers and other
education stakeholders to email their feedback, comments, and recommendations to the
Department of Education at action@deped.gov.ph.
COVER PAGE
COPYRIGHT PAGE
TABLE OF CONTENTS
TITLE PAGE
Introduction 1
Pre – Test 2
Definition of Terms 4
Review 4
Customer and Service 4
Enrichment Activity 5
Generalization 8
Activity 1 8
Activity 1.2 9
Activity 1.3 9
Definition of Terms 10
Review 10
Activity 11
Enrichment Activity 12
Generalization 13
Activity 1 13
Review 16
Activity 3.1 16
Customer Complaint 17
Self-Check 3.1 20
Activity 3.2 20
Generalization 21
Activity 3.3 21
Review 23
Activity 24
Types of Complaining Guests 24
Customer Service or Customer Care 25
Self-Check 4.1 25
Activity 4.2 26
Generalization 27
Activity 4.3 27
Assessment 28
Reference 31
Lesson
1 FBS: Listen to the Customer’s
Complaint
Hello again dear learners, do you have any idea on what to learn today? Are you
excited to learn new lesson? Well then, I will give you a hint by completing this tag line “
. . . . are always right”…Yes you made it! If you’re thinking of CUSTOMER, then you
are correct! Dealing a customer is like working new acquaintances. It is challenging yet
fullfilling. So, what are you waiting for? START LEARNING NOW!
This module contains the lesson in good services and relations to customers in all
kinds of business. This will give the learners an idea on how to deal with customers in
order to build trust, loyalty and satisfaction of the services they have experienced. Also,
this will give the learners a knowledge on how to communicate effectively in order to
avoid problems and challenges. It also teaches them the value of work by planning a good
customer service.
This module is about Receiving and Handling Guest Concerns. It consists of the
following lessons:
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To achieve the set objectives of this module, follow the instructions below:
What I Know
Pre-Test:
Instructions: Read the following test items below. Select the correct answer from the
given choices and write the letter only of your answer in your activity notebook.
1. It means providing a quality product or service that satisfies the needs and wants of a
customer and keeps them coming back.
A. Service
B. Customer relation
C. Customer service
D. Customers
2. They are the people who need our help, assistance and care of their needs.
A. Service
B. Customer relations
C. Customer service
D. Customers
3. The way a business relates to its customers, clientele and patrons.
A. Service
B. Customer relations
C. Customer service
D. Customers
4. It is not only limited to or an exchange of monies for goods or services; it should
provide the customer satisfactions, not just content but actually happy.
A. Service
B. Customer relations
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C. Customer service
D. Customers
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Definition of Terms
Term Definition
Customers Are the people who need help, assistance and care of
their needs
Service It is not only limited to or an exchange of monies for
goods or services; it should provide the customer a
satisfaction.
Costumer’s relation The way a business relates to its customers, clientele
and patrons
Customer Service It means providing a quality product or service that
satisfies the needs/wants of a customer and keeps them
coming back
Dwindling business decrease, lessen, diminish, reduce
What’s In
1. Recall how the process of room service ordering through telephone call.
2. Discuss the room service procedure upon entering the room.
What’s New
“There is only one boss, and whether a person shines shoes for a living or
heads up the biggest corporation in the world, the boss remains the same. It is
the customer! The customer is the person who pays everyone’s salary and who
decides whether a business is going to succeed or fail. In fact, the customer can
fire everybody in the company!
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What is It
What’s More
Customers are individuals who need your assistance. They are the reason you
have a job.
Customers want to pay a reasonable price for good and quality service or products,
and feel satisfied on how much they have paid for a service/product they received. They
want someone to take care and understand their needs and help answer them.
Good customer service is all about the attitude and skills of the host by
extending that extra step to help without being asked!
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Customers’ demands
The cliché,
Customer service means providing a quality product or service that contents the
needs/wants of a customer and keeps them coming back. Good customer service means
much more – it means continued success, increased profits, higher job satisfaction,
improved company or organization morale, better teamwork, and market expansion of
services/products.
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Fairness – the customer wants to feel they receive sufficient attention and
reasonable answers.
Control – the customer wants to feel his/her wants and input has impact on the
outcome.
Information – customers want to distinguish about products and services in a
pertinent and time-sensitive manner.
Attitude Checklist
What attitudes assist in providing good service?
• Enjoy helping people
• Handle people well
• Care for your customers
• Give fair and equal treatment to all
• Be understanding of people with special needs
Greeting Customers
Establishing Rapport
What does good rapport feel like? Practice
greeting someone
Make the customer feel comfortable
Make the customer feel important and valued
Use empathy
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What I Have Learned
Costumers are the individuals who need your assistance and care. Good customer
service is the best attitude and skills to keep by every wait staff. Customer service means
providing a quality product or service that satisfies the needs/wants of a customer and
keeps them coming back.
Being a “customer friendly,” would mean seeing the customers as the key part of
the services. A happy and satisfied customer will continue to be a buying customer and a
returning customer. This is said to be the overall point of customer service.
What I Can Do
PETA1.
Directions: Read and answer the questions below. Write your answer on your
activity notebook.
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Additional Activities
PETA2
Directions: Read and answer the questions below. Write your answer in your activity
notebook.
1. Do you agree that “Customers are always right?” Why or why not?
2. How will you apply the “customer friendly approach” to your clients?
Elaborate your answer.
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Lesson FBS: Apologize to the Customer
2
After completing this module, you are expected to:
Definition of Terms
Term Definition
Apologize An expression of regrets for something done wrong
Costumer evangelist refers to the customers actions voluntarily of actively
spreading the good words to their friends and relatives
about your services.
disservice refers to an unjust or harmful action
empathy It is the ability to share someone
else’s feelings or experiences by imagining what it would be
like to be in that person’s situation.
gratitude It is a strong feeling of appreciation to someone who has
done good or help
What’s In
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What’s New
-Shep Hyken
As a wait staff, our main responsibilities are to take orders, serve foods
and beverages to guests. Also, we make sure that we give good services,
satisfactions and to ensure they are enjoying their meals and take action to correct any
problems.
What is It
As a restaurant worker, how will you react and deal on this situation?
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What’s More
It is not right to put the blame on the customer. Let them feel that you are ready to
listen and address their concerns. Thank and acknowledge them. By this, you are putting
your company on the side of the customer.
This approach or actions help your calm down the unhappy customer.
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What I Have Learned
Good Customer service and satisfactions are the main concern of a business. As a
wait staff, it is very important to know how to deal with customers so that they will feel
happy and comfortable. But sometimes, there are unexpected situation that we encounter.
Some customers are hard to please and will complain if they are not fully satisfied and we
have to deal with these complaints whether it is their fault. Customer believe that they
have the right to complain and they expect an apology. Of course, this will not prevent
you from becoming angry, despite of your best efforts, the customers are still aggressive.
What I Can Do
Activity 1.
Directions: Imagine you are the wait staff in the picture. Label each picture below using
the L.A.S.T. approach and write a sample words/sentences on “What to say to the
customers”.
1.
2.
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3.
4.
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Lesson
3 FBS: Take Proper Action on
the Complaint
Hello! dear learners! I know you are excited about what you will do today. Have
you ever thought of the reasons why some customers complain about the food being
served? Simply because they are not that satisfied about the services being offered to
them. So, what are yo waiting for? START LEARNING NOW!
This lesson will help you understand why the customers complaint and
understand each customer’s behavior and attitudes, and take proper action on the
complaint.
To achieve the set objectives of this lesson, follow the instructions below.
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What’s In
Can you recall the LAST approach of good customer service? What
are those?
What’s N ew
Activity 3.1
What do you think is the reason why the woman is yelling to someone? What is
customer complaint?
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What is It
How will you react on this statement? Do you find it true to all situations? Whether you
agree or disagree, one must be able to manage complaints promptly.
Below are the procedures on how to take proper action on a complaint and how to resolve
it.
Customer Complaint
Customers always feel bad when their concerns are not properly taken concrete
action. Apologizing to the guest matters a lot to them. As they would feel that they are
given importance.
A. Listen to the Guest. In listening to guest, there are factors to be considered. The
Guest Related Attendant or any of the staff who will handle such concern will
observe some factors;
Follow the sequence of events leading to the guest’s complaints
Try to understand the guests point of view
Determine the guest’s overriding concerns
Use eye contact and open body language
Allow the guest plenty time to explain
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Go over all available options in your mind
Consider the facts and guidelines of the restaurants
Select the two (2) best possible solutions and present them to the guest
Possible solution to guest’s problems are:
Re-make the order
Re order new item
Remove the item from the check
C. Agree to a Solution. Once solution is given, the customer and the staff must
agree to a solution given. Certain ways are encouraged to do;
Ask the guest to choose the solution that best accommodates his/her needs.
Check if the solution preferred by the guest is feasible for you to agree
on.
Make sure the guest is pleased with the solution
Remain calm and pleasant.
D. Take Action. As there is a certain saying “Customers are always right”, their
concern has to be properly give concrete solution. With that, things are tio be
considered such as;
Prioritize the expedite action to solve the problem.
Ensure that the solution is clearly explained. Stress its importance and
urgency.
E. Follow Up
Once the action has been completed, always follow up the guest. Make
sure he/she is satisfied with the solution. If unhappy guests do not
complain, they do not come back. If guest’s complaints go unresolved,
they do not come back. But if guest’s complaints are resolved quickly,
there is a 95% chance that they will come back again.
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The following are some ways of taking action on the complaint:
Promise to do all you can to solve the problem. It is often better to refund,
retreat, and restore guest confidence than to have that guest tell all their
friends (and others) about their bad experience.
Follow through on your promise to act. In most cases, customers want to
see that their feedback will make a difference and improve the experience
of others.
Explain to the customer all the steps and/or actions you can do to resolve
the problem. Agree on how, where, and how often updates will be given
during the whole promise.
Ask the customer how he would like his problem to be solved. What most
customers want is a fair deal.
If the solution is beyond your capabilities, refer it to the manager or to a
supervisor, but never disown the problem.
If the customer’s request is not feasible, offer him another alternate
solution s to a problem. Not all people settle to the same solution.
Embrace the complaint. Do not ask yourself if it has to do with your job
function. The customer complained to you, so this complaint as “yours”
and it’s you responsibility to solve it.
Go the extra mile. Offer freebies if possible. Offer the customer some kind
of retribution for his bad experience. It doesn’t need to be monetary, but it
has to be valuable.
Here are some quick freebies that you can give customers that will not cost
you much money, but will go a long way to assure future business:
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2. Free dessert
3. Gift Certificate for a future visit
4. Merchandise, such as beer glass or T-shirts
5. Take a certain percent of their meal.
Make sure to contact the customer to inform them that the problem has been
solved.
What’ s More
Activity 3.2
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What I Have Learned
Customers is the heart of every industry. It is very important to know how to take
actions of their complaints properly. They are taken cared of like precious jewels as
they can be a great tool fo the failure and success of one’s industry.
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Lesson FBS: Record Complaints
4
This lesson will help you understand why the customers complaints are
needed to be recorded. This will also help you identify the types of
complaining guests.
What’s In
Can you recall the freebies commonly offered in the food service?
_
_
_
_
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Activity 4.1
Situation: What’s New
What is It
We all hate restaurant guest’s complaints, yet they are part of the business.
Whatever the problem was, you need to realize one thing right off, that for every person
who complains about something, there are more guests who have the same experience, but
just not having said anything.
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Cannot explain their problem fully and cannot understand the
solution you are suggesting
D. The Rambler
Relishes the chance to speak to someone or anyone.
Refuses to get to the point but talks on and on about
irrelevances.
E. The Clams
Will not talk, but is obviously dissatisfied and problematic
You have to work extra hard to be able to give what they need
because they will not talk
F. The Free-loader
Will complain so as to get freebies
Will usually complain about even the smallest details or will
make up complaints
Will definitely demand that their meal be on the house
Although you may feel that the complaining guest was in pain, you
need to correct the problem immediately and make sure you care them
too!
In today’s digital age, there’s no way of knowing exactly where a customer will
choose to voice a complaint. From traditional hotline numbers and online feedback forms
of social media, the internet is the customer’s oyster as far as the problem is concerned.
Customer service clientele should monitor as many media as possible to make sure
all the bases are covered and no complaint goes unnoticed. Of course, direct
communication is always ideal and if customer’s contact information is given, the issue
should be dealt with on a personal basis. Once the complaint is resolved, potential
customers may visit the site in the future.
What’s More
Direction: Write the letter that corresponds to your answer. Write your answer in you
Activity Notebook
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A. The Free loader C. The foreigner
B. The Clams D. The Know it All
2. What kind of complaining client who will not talk, but is obviously dissatisfied and
problematic?
5. What do you call to a complaining client who refuses to get to the point but talks
on and on about irrelevances?
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What I Have Learned
What Can I Do
Activity 4.3
Essay: Write an essay on the following the problems. Write your answer in your activity
notebook.
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ASSESSMENT
Directions. Write the corresponding letter of your correct answer on your activity
notebook.
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7. If a guest will not talk but is obviously dissatisfied and problematic with your
service, what kind of complaining guest is he?
A. The Clam
B. The Foreigner
C. The free Loader
D. The Know It All
8. The guest call the attendant for complaint. He started to threaten by name
dropping on famous people and politicians because he was dissatisfied of the
service. What kind of complaining guest is he?
A. The Know it All
B. The Volcano
C. The Rambler
D. The Clam
9. Some establishments contact the customer who made a complaint few days later to
make sure they are satisfied with the way problem was solved. This process is
called _
A. Follow Up
B. Monitoring satisfaction
C. Remembering the guest
D. Data Recording
10. What do you call to a traditional hotline numbers and online feedback form of
social media?
A. Customer Complaints
B. Customers Satisfaction
C. Customer Service
D. Customer Feedback
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