UNIVERSITY OF SCIENCE AND TECHNOLOGY OF SOUTHERN PHILIPPINES

Lesson Plan in TLE Information & Communication Technology

Name: Judy S. Zablan Jr. Cooperating Teacher: Ms. Lyka Ayesha D. Gonzal
Date: January 19, 2023 Time: 07:30 AM - 09:30 AM

I. Objectives

A. Learning Competencies/Objectives
LO 10.7: Discuss strategies that can enhance customer satisfaction.
LO 10.8: Define quality service.

II. Content
 Enhancing Customer Satisfaction as a strategy for Retaining
Customers.
 Strive for Quality

III. Learning Resources

A. References
1. Teacher’s Guide Page: none
2. Learner’s Material Pages: none
3. Textbook Pages: none
4. Additional Materials from Learning Resource: None
B. Other Learning Resources: Visual Aid and Video
https://youtu.be/S_e1j54TRns?si=PtEyh_kcFkGFAwsc

IV. Procedures

A. Prayer
The teacher will call somebody from the class to lead the prayer.

B. Greetings
The teacher will greet the students and ask how they have been.

C. Checking of Attendance
The class monitor will check the attendance.

D. Classroom Conditioning
The teacher will make students clean their spaces and let them sit
properly. Remind the students to listen and participate while the class
is going on.

E. Review of the past lesson

1. What was our previous lesson all about? You can ask your studs to
define the word or vice versa. At least 3.
2. Why was it so significant to know all the characteristics affecting
Customer Loyalty?

F. Motivation
The teacher will divide the class into 2 groups and will play Rebus
Puzzle Game. Each group will be provided an illustration/cardboard
and a chalk by the teacher.Insert here the instructions and words that
will be use.

G. Presentation of the Lesson

 UNIVERSITY OF SCIENCE AND TECHNOLOGY OF SOUTHERN PHILIPPINES
Note to teacher: The teacher explains briefly:

10.7. Enhancing Customer Satisfaction as a Strategy for Retaining Customers.

Concept: Do the unexpected; deal with one customer at a time; handle complaints
efficiently. These are just some of the things you can do to enhance customer
satisfaction.

The following are the tips that can help provide quality service to customers.

1. PAY ATTENTION
Focus all your attention on the customer so that you can identify and address his or
her needs. If you are serving in person, use positive nonverbal cues. Ask open end
questions to determine the customer’s needs.

2. DEAL WITH ONE CUSTOMER AT A TIME

You cannot effectively handle two people (on the phone or in person) simultaneously.
When more than one call or customer comes in at the same time, seek assistance or
ask one customer either if he or she could wait of if you might get back to him or her at
a later time. Then, give personalized attention to the other customer.

3. KNOW YOUR CUSTOMERS

Always make sure to know your customer even by just simply valuing them, the time
that you had a conversation with them. It is to show and made them feel “special”.

4. GIVE CUSTOMERS SPECIAL TREATMENT

There are a lot of ways to show to customers how you act or give a special treatment,
one of this is by simply showing and giving them a compliment and made them feel that
they are treated and valued.

5. SERVICE EACH CUSTOMER AT LEAST ADEQUATELY

If you have a number of customers on the phone or in person, service one at a time and
either ask to get back to the others or get help from a co-worker, if possible. You might
also suggest an alternative resources to customers, such as fax-on-demand or your
website, online information system, or interactive voice response. This may satisfy them
and help reduce the calls or visits from customers because they can now get the
information from those alternative sources.

6. DO THE UNEXPECTED
Do not just provide service, provide exceptional service.

7. HANDLE COMPLAINTS EFFECTIVELY

Treat complaints as opportunities to redeem missed service expectations and handle
them effectively. Acknowledge any error on your part and do everything possible to
resolve the problem quickly and to the customer’s satisfaction. Thank the customer for
bringing his or her concerns to your attention.
 UNIVERSITY OF SCIENCE AND TECHNOLOGY OF SOUTHERN PHILIPPINES

8. SELL BENEFITS, NOT FEATURES

Focus on benefits and not the features of a product or service.

9. KNOW YOUR COMPETITION

Stay abreast of what other, similar organizations are offering in order to counter
comments about them. This does not mean that you should criticize or belittle your
competitors or their products and services. Such behavior is unprofessional and
unethical, and will likely cause the customer to lose respect for you.

10.8. Strive for Quality

Concept: A customer’s perception of quality service is often one of the prime reasons
for his or her return.

Definition of terms:

TQM : Total Quality Management.

CQI : Continuous Quality Improvement.

The TQM & CQI are two such models from industry and systematic approaches to
identifying and quantifying best practices in an organization and/or industry in order to
make improvements in effectiveness and efficiency. But, these are often used in many
industries and by manufacturers to label the goal of improvement.

Total quality management (TQM) is a structured approach to overall organizational

management. The focus of the process is to improve the quality of an organization's
outputs, including goods and services, through the continual improvement of internal
practices and considered a customer-focused process that focuses on consistently
improving business operation management.

Continuous Quality Improvement (CQI) is a progressive incremental improvement of

processes, safety, and patient care. The goal of CQI may include improvement of
operations, outcomes, systems processes, improved work environment, or regulatory
compliance. Process improvement may be "gradual" or "breakthrough" in nature and
sometimes referred to as Performance and Quality Improvement (PQI), is a process of
creating an environment in which management and workers strive to create constantly
improving quality.

G. Generalization
1. What are the following techniques/strategies to help provide a quality service?
2. What are the two such models from industry?
3. Add 1 (You can start with why)
H. Application
Note to the teacher: Divide the class into 2 groups. The class will be having a
role-play, showing how the proper way to handle a customer(s) and good
customer service that encompasses the strategies for Retaining Customers.
They can choose at least one of those techniques/strategies.
 UNIVERSITY OF SCIENCE AND TECHNOLOGY OF SOUTHERN PHILIPPINES

Use analytic rubric with 4 point scoring.

Score Description
91-100 Roleplay presentation shows evidence of exemplary
understanding and encompasses the strategies/techniques in
retaining customers.
81-90 Roleplay presentation shows evidence of adequate
understanding and encompasses the strategies/techniques in
retaining customers.
71-80 Roleplay presentation shows evidence of minimal
understanding and encompasses the strategies/techniques in
retaining customers.
61-70 Roleplay presentation shows evidence of difficulty
understanding and encompasses the strategies/techniques in
retaining customers.
51-60 Roleplay presentation shows a need for substantial guidance
in understanding and encompasses the strategies/techniques
in retaining customers.

V. Evaluation
Direction: In a ½ crosswise sheet of paper, worth of (10 pts). Answer the
following questions.
1. Give at least 5 of the strategies/techniques on retaining a customer.

2. For you, in what strategies for retaining customer that you preferred
the most and you feel it is the most important. Explain
briefly.Improve this one. Anchor your evaluation to your objective
which is for your studs to define terms. At least 10 items.
Test II: Essay

VI. Assignment
Why should we know the strategies/techniques in Retaining Customers?