FOOD AND

BEVERAGE SERVICES NC II
Senior High School
Technical-Vocational-Livelihood
FOOD AND BEVERAGE SERVICES NC II
Technical-Vocational-Livelihood
QUARTER II
Core 6: Receive and Handle Guest Concern

MODULE 8 Week 8
Technical-Vocational-Livelihood
FOOD AND BEVERAGE SERVICES
Quarter 2 – Core 6: Receive and Handle Guest Concern (Module 11)

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copyright owners. The publisher and authors neither represent nor claim ownership over
them.

Regional Director: GILBERT T. SADSAD

Assistant Regional Director: JESSIE L. AMIN

Development Team of the Module

Authors: CATHERINE T. SALAMEÑA - Teacher II (Gigmoto Rural Development
High School)

Editor: REASHIELA L. KHAN - Teacher III (Calatagan High School)

Reviewers: CHRISTINE L. ALVAREZ – Education Program Supervisor II
AMELIA B. CABRERA – Education Program Supervisor I
AILEEN A. TABILOG - Assistant Principal (SMRDHS-Mabato Annex)
ALLAN M. BENOYO – Master Teacher I (San Andres VS)

Layout: MA. ROWENA R. ROMERO - Teacher II (Bote Integrated School)

Introduction

Welcome to the last core competency of Food and Beverages Services (FBS), one of
the courses under Technical-Vocational-Livelihood Track.

This quarter contains the lessons under Core Competency No. 6, which is to receive
and handle guests’ concerns. This module consists of four learning outcomes that start from
listening to the customers, apologizing to them, taking proper action, and recording their
complaints.

In this module, you will develop your knowledge, skills, and attitude on how to listen
and evaluate the customer’s complaints and apologize to them, which are the first two
learning outcomes of this core.

This module contains the following:

Pre-Test Determines your prior knowledge about these

learning competencies.

Definition of Technical Serves as a guide for you to understand the

Terms terms used in this module.

Lesson Information Provides you with meaningful knowledge and

skills that will help you engage with and develop
your skills, knowledge, and understanding of
these competencies.

Practice Task 1 Contains the Trial Round Test.

Practice Task 2 Contains the Challenger Round Test .

Practice Task 3 Contains the Expert Round Test.

Assignment Offers additional activities to reinforce your

learning.

Post Test Determines your learning after the lesson.

References List the sources of information.

Answer Key Provides the answers to every practical task.

This module is designed to complete the core competencies of this course by

providing you with hands-on activities that you can accomplish in your home. The
requirement is that you master the competencies in the preceding module before you
proceed to the next. You can ask me whenever you need clarifications about the confusing
concepts and difficult activities that you will encounter in this module.

Just enjoy and have a fun and meaningful experience in taking this module!

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Learning Objectives

At the end of the lesson, you are expected to:

LO 1 Listen and evaluate the customer’s complaint.

LO 1.1 Request for the issues or concern of the guests.
LO 1.2 Note the details of the guests’ complaints or concerns.
LO 1.3 Give full attention to the complaining guest.
LO 1.4 Paraphrase the guests’ complaint to determine if the concern is correctly
understood.

LO 2 Apologize to the guest.

LO 2.1 Offer a sincere apology for the disservice.
LO 2.2 Show empathy with genuine concern and consideration to the guest.
LO 2.3 Avoid excuses or blaming others.
LO 2.4 Express gratitude to the guests for bringing the matter up for attention.

Pre-Test

True or False: Write TRUE if the statement is correct and FALSE if it is incorrect. Write your
answer in your activity notebook.
____1. In listening and evaluating a customer’s complaint, you should politely ask for the
guests’ issues or concerns.
____2. Complaints serve as an opportunity to provide excellent service.
____3. Customers complain when they feel they are not being valued.
____4. An apology should be made to the customer for any inconvenience caused.
____5. Excuses or blaming others should be avoided.

Definition of Technical Terms

Apologize - to express regret for something done or said

Attention - the act or power to carefully think about, listen to, or watch
someone
Blame - pointing on to someone what bad has just happened
Complaint - an expression of dissatisfaction
Concern - to affect or involve (someone): to be the business or interest
(someone)
Customer - someone who buys goods or services from a business
Empathy - the ability to share someone else’s feeling
Excuse - to forgive someone for making a mistake or for doing
something wrong
Genuine - not false or fake; true
Gist - the main point or argument
Gratitude - a feeling of appreciation or thanks
Guest - a customer at a hotel, restaurant, etc.
Offense - something that is wrong or improper
Poor - not good in quality or condition
Sincere - pure in action
Undelivered - not sent to
Vital - extremely important

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 Learning Outcome 1: LISTEN AND EVALUATE THE GUESTS’
COMPLAINTS

Lesson Information 1.1

Complaints are common in every business. There is a certain time that costumers do
complain. What is less certain is how they will be dealt with. These are considered as
“opportunities” for an establishment to provide excellent service and to make a good lasting
impression on your guests.

Common Reasons for Customers’ Complaints

When do costumers/ guests complain? There are only very few reasons when
customers complain. Usually, they complain about an undelivered promise, poor condition of
the facility, poor service, and unfriendly personnel. These complaints may be expanded into
the following:
 The customer’s business is not valued.
 The customer is not appreciated.
 No one serves the customer.
 The costumers are ignored while the staff works or talks.
 The staff member talks to others when serving a customer.
 The staff member shows no interest in the customer.
 No help or alternative is offered.
 Not enough information is given.
 Managers are seen as unwilling to serve customers.

Handling Complaints

There are five steps that you need to master in interacting with difficult customers:
1. Determine the reason for the problem.
2. Identify the root cause.
3. Rectify the solution.
4. Restore the relationship.
5. Fix what needs to be fixed.

Should a problem arise and the customer makes a complaint, these are the steps
you should take :
o Verify what the guest has just said. Restate his/her remarks in your own word.
o Ask if your understanding is correct.
o Show empathy to the customer’s situation.
o Never allude to the guest’s problem as a common occurrence.
o Always offer an apology.
o Make the apology specific to the situation.
o Do not offer excuses nor blame others.
o Communicate a desire to satisfy your guest.

Remember that however intense the situation is, you should never:
 lose your temper,

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  take the complaint personally,
 argue, or
 blame another member of staff or another department.

Here are some tips to help you handle other complaints and send your customers
home with a smile.
o Listen intently to what the customers have to say. Even if you can’t solve the
problem, you will still need to listen. Do not interrupt them. They need to tell their
story and feel that they have been heard.
o Body language. The way you stand and look at the customer can speak more than
words. Don’t cross your arms over your chest if you are feeling defensive. Avoid the
urge to nod and smile; instead, no matter how irritated you may feel, maintain eye
contact. This shows you value their opinion and the business.
o Apologize, but only for the specific problem or complaint.
o Restate the complaint briefly back to the customer to show you have listened and
understood his/her concern.
o Agree by thanking the customer for bringing the matter to your attention. This shows
you are looking at the problem from the customer’s perspective.
o Act quickly, quietly, and professionally.

Why you need to listen to customers’ complaints

Listening to customers may be a great way for you to gather enough business-
important information. Valid complaints provide important feedback for a foodservice
operation and should be used to improve service. You can use this feedback to guide your
business and marketing decisions. By measuring customer satisfaction, you can determine
whether you meet, fall short of, or surpass your customer expectation.

When your customers complain, then it is vital that you listen attentively as part of the
establishment. There are several reasons for listening to and responding to the complaints of
your customers.

1. Development

The most important reason why you should listen to complaints is very simple. If
someone is complaining, chances are, a problem in your product or service is causing it.
Listening to complaints allows you to find out the problems with your business and help
you find the right solution for them.

Fixing the problem once will help you keep the customer who made the
complaint. Moreover, by digging the root cause of the problem and fixing it permanently,
you keep your customer satisfied, and maybe even help bring in some new ones.

2. Loyalty
Records from employers show that the guests who complained and were
satisfied with how the problem was handled are generally much more loyal than those
who were simply happy with the business.

If you can fix the complaint quickly, it shows that not only that your business
respects the customer and wishes to provide a good service but also that you can be
relied upon when things go wrong. It can provide the customer with a sense of security in
your business, making them much less likely to go to your competitors.

3. Lost Customers

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 You only have two choices when dealing with dissatisfied customers: either let
them complain and try to solve their problems, or watch them go to your competitors.

Again, and for this reason, you should encourage dissatisfied customers to
complain. Although there are few proven figures, most experts believe that you are up to
10 times likely to keep a complaining customer (whose problem you try to solve) than
those who say nothing.

You should also remember that it costs up to five times as much to win a new
customer than to keep an old one. Even if keeping a dissatisfied customer costs you at
the moment, it will almost certainly save you money.

If a customer complains, it gives you a chance to make them satisfied with the
business.

4. Employees

If the complaint is the result of the mistake by the employee, a complaint will help
you know where problems lie. Minor problems can be fixed by reminding employees of
certain information or processes; major problems can be looked at over a period of time,
with the aim of long-term improvements. In repeated cases of employee fault, you should
consider giving verbal warnings.

Front line employees often bear the complaints caused by other employees’
mistakes, but attempting to solve all problems that have been raised from the complaints
made will help you keep your customers happy. Training and empowering employees on
how to deal with complaints or problems will also help improve matters.

Tips on Valuing Customers

 Make sure the focus of your manager and staff is on the customer and not only on
the process of running the business.
 Run your entire business to suit your customer.
 Make sure that the concept of “moment of opportunity” is understood and
implemented by every staff member, whether they directly serve customers or work
behind the scenes.
 Reward staff for excellent customer service.
 Ensure that every person you employ understands that it is the customer who pays
his/her wages.

Listening and evaluating a customer’s complaint may be summarized in the following:

1. Politely ask the guest for the issues or concerns.
2. Note the details of the guest’s complaints or concerns.
3. Give full attention to the complaining guest.
4. Repeat the gist of the complaint to the guest to determine if the concern is correctly
understood.

Practice Task 1

True or False: Write True if the statement is correct and False if the statement is incorrect.
Write your answer in your activity notebook.

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 ____1. Do not take offense when the guest complains.
____2. Customers complain when they do not receive enough information.
____3. Listen attentively to the customers when they raise complain.
____4. Complaints serve as an opportunity for an establishment to provide an excellent
service.
____5. Note the details of the guest’s complaints or concerns.

Practice Task 2

Directions: Copy the box below in your activity notebook. Then, in box C, write at least five
reasons why customers complain, and in box S, the five steps in Handling Customers’
Complaints.

C S
1.___________________________ 1.____________________________
2.___________________________ 2.____________________________
3.___________________________ 3.____________________________
4.___________________________ 4.____________________________
5.___________________________ 5.____________________________

Practice Task 3

Handling a Complaint
Directions: Read the scenario and plan the solution. Then, write a script of the entire
scenario, including the solution that you have planned in your activity notebook.

Scenario:
Guests arrived at your restaurant. They already had a table reservation and
requested that they would like to be seated near the window. Their request was
provided, but because of so many customers, no one was serving them. They had been
sitting there for almost 10 minutes, and they were starting to feel irritated and about to
call the the restaurant manager’s attention.
How can you resolve the customers’ complaint without elevating it to the
restaurant manager?

Your output will be rated using the scoring rubric below.

SCORE CRITERIA
The output showed outstanding skills in writing and in making a
5
conversation/dialogue about the given topic.
The output showed very good skills in writing and in making a conversation
4
/dialogue about the given topic.
The output showed good skills in writing and in making the /dialogue but not
3
suited to the given topic.

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 The output was done poorly and with erasures and was irrelevant to the given
2
topic.
1 The student did not perform the task.

Assignment 1

Directions: Perform your script about handling a complaint. You can ask help from any of
your family members to play the role of guests. Then, do either of the following tasks.

Task 1. Write a five-paragraph reflection essay about your performance in your activity
notebook.

Your answers will be rated using this rubric.

SCORE CRITERIA
5 Done neatly, showing much relevance to the given topic.
4 Done neatly enough with relevance to the given topic.
3 Done neatly enough but not so relevant to the given topic.
2 Done neatly enough but no relevance to the given topic.
1 Poorly done with erasures and irrelevant to the given topic.

Task 2: Demonstrate and document your performance using video or pictures. Then,
send the documentation of your presentation to your teacher through messenger or
email.

Your performance will be rated using this rubric:

SCORE CRITERIA
Demonstrated outstanding skills, knowledge, and attitude in listening and
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evaluating customer’s concerns.
Demonstrated very good skills, knowledge, and attitude in listening and
4
evaluating customer’s concerns.
Demonstrated good skills, knowledge, and attitude in listening and
3
evaluating customer’s concern
2 Demonstrated poor skills in listening and evaluating customer’s concerns.
1 The student did not perform the task.

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 Learning Outcome 2: APOLOGIZE TO THE GUEST

Lesson Information 2.1

All restaurants will inevitably have to deal with customers’ complaints. No matter how
hard you try to please your customers, something that is beyond your control will go wrong.
Innocent mistakes happen. Some customers are hard to please and will complain if they are
not 100% satisfied. Unfortunately, restaurants have to deal with these complaints, whether it
is their fault or not.

If anything wrong happened in the restaurant, even if it is not your fault, always be
ready to apologize. Customers believe that they have the right to complain, and they expect
an apology. In a situation like this, it is important for the management to consider
communicating the essentials with the customers. Be ready to show concern and empathy to
their situation.

You can use these phrases:

 “I understand how you feel.”
 “I see.” “I apologize.”
 “I am sorry.” “I can see how you might feel that way.”
 “I understand that you are not happy about the wait, sir, but we are working as fast as
we can to get you a table.”
 “We really appreciate your patience and willingness to wait.” “Perhaps, you would like
to have a drink at the bar until your table is ready.”

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.

These, of course, should not prevent you from becoming angry if even despite your
best efforts, the customer is still hostile. However, just the same, you can send them some
courteous notice.

As soon as the issue is acknowledged, you should take action on it. Offer a sincere
apology and show empathy to the guest. Never forget to say, “ I’m sorry,” and never blame
others. Never argue with your customer. To summarize the points, read the following tips:
 Be positive.
 Take things professionally, not personally.
 Aim for customer satisfaction, not just service.
 Solve problems without blaming yourself or others.
 Remember, attitudes are caught, not taught.

Practice Task 1

True or False: Write True if the statement is correct and False if the statement is incorrect.
Write your answer in your activity notebook.
1. Always apologize to the guest.
2. Avoid making excuses nor blame others.
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 3. Use a lower tone in making apologies.
4. You should show empathy to the guest.
5. You should encourage dissatisfied customers to complain.

Practice Task 2

Multiple choice: Choose the letter of the best answer. Write your answer in your activity
notebook.
1. All are reasons why customers complain, except:
a. The customer is not appreciated.
b. The managers ensure that the standards are not only defined but are also
constantly enforced.
c. The customer is ignored while the staff walks or talks.
d. No help or alternatives is offered.

2. If customers raise complain, it gives you the ___________ to make them satisfied
with your business.
a. Opportunity c. Apologize
b. Serve again d. Evaluate

3. The ability to share someone else’s feelings is called____________.

a. Excuses c. Blame
b. Empathy d. Apologize

4. Select the best phrase when asking for an apology or showing empathy.
a. “Thank you very much.”
b. “Looking forward to your another visit.”
c. “We really appreciate your patience and willingness to wait.”
d. “Hope you enjoy the food and our service.”

5. Four customers/guests entered in your restaurant, and one of them is a senior citizen
who is physically weak. Unfortunately, there is no available table for them. What will
you do?
a. Apologize for the inconvenience and lead them to the waiting lounge
b. Ask other guests to hurry up because there are other guests who will occupy
the table.
c. Tell the guest to leave the restaurant due to the unavailability of tables.
d. Ignore the customer/guest.

Practice Task 3

Directions: Make a comic’s script of the situation and write it in your activity notebook.

Situation:
A group of senior citizens came to your restaurant to dine in. They asked you what
food or dish your restaurant offers since they already have restrictions on their diets. You
gave them the details they needed, and they enthusiastically ordered the dish they
selected. One of them requested not to put pepper on his food because he is allergic to
it. When you were about to serve their order, you remembered that you forgot to note on

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 the order slip the request of your guest. The guest was displeased to hear you forgot his
request.

What should you do, and how are you going to apologize to your guest? Resolve the
complaint.

Your output will be rated using the scoring rubric.

SCORE CRITERIA
5 Done neatly, showing much relevance to the given topic.
4 Done neatly enough with relevance to the given topic.
3 Done neatly enough but not so relevant to the given topic.
2 Done neatly enough but no relevance to the given topic.
1 Poorly done with erasures and irrelevant to the given topic.

Assignment 2

Directions: Answer the questions below in your activity notebook. Your answer will be rated
according to the provided rubrics.

1. Do you still believe in the saying that“ Customer is Always right”? Is it still applicable
in foodservice? Justify your answer.
2. What is empathy? Can you express it to your guest? In what way(s)?

SCORE CRITERIA
5 Clearly, concisely, and thoroughly explained and analyzed the given
question
4 Clearly explained and analyzed the given question
3 Attempted to explain and analyze the question, but the explanation was
unclear or inaccurate
2 Contained little to no explanation or analysis of the given question
1 Did not attempt to explain

Post Test

Directions: Write True if the statement is correct and False if the statement is incorrect.
Write your answer in your activity notebook.

____1. Do not take offense when the guests complain.

____2. Customers complain when they do not receive enough information.
____3. Listen attentively to the customer when they raise complain.
____4. Complaints serve as an opportunity for an establishment to provide an
excellent service.
____5. Always apologize to the guest.
____6. Avoid making excuses nor blame others.
____7. Use a lower tone in making apologies.
____8. You should show empathy to the guest.
____9. You should encourage dissatisfied customers to complain.
____10. Just ignore the customer/guests’ complaints.

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 References:

Books:

Morano-Sulla, R.A. (2016). TLE-TVL series: Food and beverage services. Manila,
Philippines: The Phoenix Publishing House Inc.
Department of Education of the Philippines. (2017). Food and beverage services –Technical-
Vocational-Livelihood manual, First Ed.

Images accessed from:

Htttps://www.shutterstock.com/search/restaurant+welcome
https://www. Pinterest.com/pin/86335419045257044
https://clipart-library.com/clipart/person-clipart-14.htm
https://www.cleanpng.com/png-lesson-education-teacher-information-clip-art-1444552
https://www.pinclipart.com/pindetail/Tixiih_clipart-writing-finished-work-women-icon-
doing-activity
https://clipart-library.com/work-cliparts.html
https://www.clker.com/clipart-hotel-icon-room-service-clip-art-bw.html
https://www.kindpng.com/imgv/oTxhwo_homework-homework-icon-png-transparent-png/
https://kindpng.com/imgx/iThhxx_hand-writing-pen-pencil-black-pictogram-logo-pen
https://www.pinclipart/pindetail/ibihit-job-application-icon-clipart
https://www.clipart-email/clipart/document-check-clipart-305645.html

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C-

End of this Module:

Congratulations!

You are done accomplishing module 11. You may now return the module. Put it on the
provided envelope and submit it together with your answer sheets/notebook for checking
purposes.

You are now ready for the last module.

Thank you, and have a nice day!

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