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TVL – HE – FOOD AND
BEVERAGE SERVICES
Quarter 4 – Module 6
Listen to Customer’s Complaints
TVL – Grade 11
Alternative Delivery Mode
Quarter 4 – Module 6: Listen to Customer’s Complaints
First Edition, 2020

Republic Act 8293, section 176 states that: No copyright shall subsist in any
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represent nor claim ownership over them.

Published by the Department of Education

Secretary: Leonor Magtolis Briones
Undersecretary: Diosdado M. San Antonio

Development Team of the Module

Writer: Marlyn C. Vincoy
Editor: Philip Y. Academia Jr.
Reviewers: Philip Y. Academia, Jr. & Jesusa D. Paladar
Typesetters: Philip Y. Academia, Jr & Ivah Mae C. Estoconing
Management Team: Senen Priscillo P. Paulin, CESO V Rosela R. Abiera
Joelyza M. Arcilla EdD Maricel S. Rasid
Marcelo K. Palispis EdD Elmar L. Cabrera
Nilita L. Ragay EdD
Antonio B. Baguio, Jr. EdD

Printed in the Philippines by ________________________

Department of Education –Region VII Schools Division of Negros Oriental

Office Address: Kagawasan, Ave., Daro, Dumaguete City, Negros Oriental

Tele #: (035) 225 2376 / 541 1117
E-mail Address: negros.oriental@deped.gov.ph
 11

TVL
Quarter 4 – Module 6
Listen to Customer’s
Complaints
 What I Need to Know

How can you make serving interesting? How do you develop your skills
in Food and Beverage industry?

This module is crafted to focus on Food and Beverage Services which

comprise the competency “Listen to the Customer’s Complaint”. It aims to help
every learner to better understand the concept and importance on how to
handle guest’s complaints and concerns appropriately on a fun way of
learning at home. It will also develop the relationship between the school and
the community in this trying times.

After going through this module, you are expected to:

1. Know what is “Customer Relations and Customer Service”;
2. Classify the different traits a customer wants and do not want; and
3. Value the importance of having a good trait in the success of the
business.

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 What I Know

Direction: Read each item carefully and use your notebook to write your answers.
I. True or False. Write TRUE if the statement is correct but if false, change the
underlined word or group of words to make the whole statement true.

1. Effectively communicating with your customers and promptly addressing

complaints for improvement is called customer service.
2. The two dimensions of customer service are personal and professional.
3. The personal dimension relates to how employees interact with customers,
taking into account factors such as attitude and verbal skills.
4. One of the behaviors that TURN-OFF customer is being snobby.
5. A customer wants a problem solver.

II. Matching type. Match Column A with the correct answer on Column B, write
only the letter of answer on your notebook.

Column A Column B
1. In this dimension prompt attention to customer's A. PROFESSIONALISM
needs, orders, request and inquiries must be B. ANTICIPATION
sustained. C. PROBLEM SOLVING
2. This dimension refers to systems that pave the MECHANISM
way for a systematic flow of 1) internal D. COMMUNICATION
communications and 2) external E. TIMELINESS
communications with customers or patrons. F. CONVENIENCE
3. This dimension refers to a mechanism for
resolving operational problems, including the
creation of problem solving terms.
4. This dimension refers to the procedures must be
designed to conform to professional standards,
consonant to what is considered acceptable to
the industry and responsive to customer's
expectations.
5. This dimension refers to a system that enables
service personnel to anticipate what the customer
wants and what needs must be met.

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 Lesson
CUSTOMER RELATIONS AND
6 CUSTOMER SERVICE

What’s In

Excellent customer service is vitally important in the hospitality industry. It is

the first point of contact between the guest and the representative of the hotel or
restaurant. It is the first opportunity that an establishment gets to impress and
create a lasting great impression. Great businesses who put their customers at the
forefront of their operation will generally have a steady flow of loyal customers to
keep the business afloat.

In this lesson, we will focus on the customers, how to handle them and make
them satisfied with the service they are getting from us, the staff of the business.

Notes to the Teacher

This contains helpful tips or strategies that will help you in guiding
the learners. The following are information that would lead to the
activities and assessment. Some activities may need your own
discretion upon checking, or you may use rubric if provided. Please
review the activities and answer keys and amend if necessary.

What’s New

What comes to your mind when you hear the word “conflict.” Write your
thoughts on your notebook, share all aspects that comes to your mind when
considering the word (i.e. examples, emotions, associations, etc.) Then answer the
following questions.

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 • How could you define conflict?
• Does conflict have to be physical?
• Do conflicts always involve two or more people?
• What causes conflict?

What is It

LET’S BE INFORMED
What Is Customer Relations?
Customer relations is the process and manner by which a business develops,
establishes, and maintains relationships with its customers. Businesses rise and fall
through the support of their customer bases. Consequently, it is absolutely essential
that you develop effective customer relations. On a practical level, customer relation
is effectively communicating with your customers and promptly addressing complaints
and treating them as opportunities for improvement. In other words, listen to your
customers!

The Two Dimensions of Customer Service

What is customer service?
Customer service includes all the interactions you have with a customer while you
are conducting the business. It is the act of giving assistance while treating
customers with respect, individuality, and personal attention. Customer service is a
function of how well an organization meets the needs of its customers. A customer
defines good customer service as how she perceives that an organization has
delighted her, by exceeding to meet her needs. A good customer service agent is one
who has the right mix of head and a heart. One who enjoys his work and has the
right attitude towards life. Of all the qualities ATTITUDE is the most important one.
What kind of customer service we are expected to provide? As part of the food and
beverage industry we are expected to give good customer service to satisfy our guests.
Why customer service matter? In the food and beverage industry it is very important
because good customer service equals to: commercial survival, job security and good
self-image.
The key to retaining customers and your business is to create a culture of exceptional
customer service. Customer service has two dimensions: procedural and personal.
The procedural dimension relates to a company’s established processes used to
deliver their products and/or services. The personal dimension relates to how
employees interact with customers, taking into account factors such as attitude and
verbal skills.

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A. PROCEDURAL DIMENSION
This dimension has nine (9) elements namely;
1. TIMELINESS - in this dimension prompt attention to customer's needs, orders,
request and inquiries must be sustained. A food outlet gives an impression of fast
and efficient service when guests are approached immediately upon entering the
outlet, with a greeting and offer of assistance.
2. CONVENIENCE - it refers to a system of ensuring guests' comfort and convenience
while being serve by service staff. There are certain practices that can lessen
discomfort and inconvenience during service like 'a waiting lounge in case of
overflow; assigning a receptionist to usher in guests and to assist them in getting
seated and etc.
3. ORGANIZED AND SMOOTH FLOW OF SERVICE - an organized flow of service that
will facilitate service efficiency and improve coordination among operating
units. Without policies and procedures, service delivery will be disorganized and
quality of service suffers.
4. ANTICIPATION - a system that enables service personnel to anticipate what the
customer wants and what needs must be met. A service staff must be alert in
responding to any guest's signal for assistance and in spotting any problem or
deficiency that call for attention.
5. COMMUNICATION - it refers to systems that pave the way for a systematic flow of
1) internal communications and 2) external communications with customers or
patrons.
6. FEEDBACK MECHANISM - a mechanism for gathering feedback regarding guests'
comments, suggestions, complaints and concerns. These feedbacks must be
documented in a logbook and summarized, communicated to all concerned
officers and staff and to be discussed during meetings and briefing so that the
staff will be alerted of operational deficiencies and that remedial measures can be
taken.
7. PROBLEM SOLVING MECHANISM - a mechanism for resolving operational
problems, including the creation of problem solving terms. There must a creating
a problem solving team for the purpose of exploring and implementing solutions
to operational problems.
8. MONITORING OF SERVICE - consistent monitoring of production and delivery of
service against standards and performance targets. Monitoring may be done by
spot checks especially during busy hours like meal periods, documenting in a
logbook all critical incidents, customer complaints, comments and concerns,
preparing and reviewing reports and other documents like sales attainment report,
consumption report, productivity report, budget variance and inventory.
9. PROFESSIONALISM - procedures must be designed to conform to professional
standards, consonant to what is considered acceptable to the industry and
responsive to customer's expectations. A professional service can be achieved by
enforcing standards of grooming and hygiene; establishing and enforcing code of
professional ethics for dining staff with corresponding sanctions of non-

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 compliance; and training service personnel on the application of service
procedures and standards.
B. PERSONAL DIMENSION

To add a personal touch in the service, the dining personnel should behave and deal
with customers in a courteous and polite manner. The following qualities must be
cultivated to project warm and gracious service.
Prompt and personalized response to guests' needs and requests even going out of
one's way to render service beyond the call of duty; Escorting guests towards their
table, getting them seated, pouring drinks for them in their tables are among the
personalized gestures that make guests feel important and special.
Maintaining a positive disposition and avoiding any display of irritation, no matter
how irritating the customer is nor how problematic the situation is. A dining staff
must respect for guests' privacy. Avoiding any statement that could hurt customers'
ego and feelings.
Staff must be open minded and have immediate attention to customers - They should
be approached immediately once they are seated; their request must be promptly
attended to by service staff.
These are some of the behaviours that TURN-OFF customers:
1. Apathy – lack of 4. Rule-Book – dependent
enthusiasm or energy to a book or pamphlet
containing rules of
activity

2. Brush-Off – to dismiss 5. Run-around – to spend

somebody abruptly a lot of time to somebody

3. Snobby and pretentiously 6. Different standards – whether

kind manner exceeds or below

The 7 key things the customer wants:

1. Quick result
2. Simple-fast transaction
3. Personal attention
4. Friendly, caring service
5. Flexibility
6. Problem resolution
7. Recover

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 What’s More

Activity 1
Direction: Classify the following traits as to whether it TURNS-OFF or what the
customer wants. Write draw if it’s what the customers want and if it turns-off
customers.
1. Friendly __________
2. Quick result __________
3. Run-around __________
4. Flexible __________
5. Snobby __________
6. Brush-off __________
7. Simple-fast transaction __________
8. Personal attention __________
9. Lack of enthusiasm __________
10. Problem resolver __________

Activity 2
Essay: Discuss in at least 500 words.
The two dimensions of customer service.

What I Have Learned

I have learned that _____________________________________________.

I have realized that _____________________________________________.
I will apply _____________________________________________________.

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 Essay Rubrics
Areas of
Assessment 10 points 7 points 4 points 1 point
Presents ideas Presents ideas
in an original in a consistent Ideas are too Ideas are
Ideas manner manner general vague or
unclear

Organization Strong and Organized Some No

organized beg/mid/end organization; organization;
beg/mid/end attempt at a lack
beg/mid/end beg/mid/end

Understanding Writing shows Writing shows Writing shows Writing shows

strong a clear adequate little
understanding understanding understanding understanding

Mechanics Few (if any) Few errors Several errors Numerous

errors errors

TOTAL POINTS: /40

What I Can Do

Picture out a scenario.

Directions: Read the scenario below. As a server, what will you do and say to the
customer?

After Daryl check in to the hotel, he ordered a hamburger and fries for his two
children from room service. He ordered one hamburger well done and the other
burger with cheese. When room service brings the food, both hamburgers are rare
and both have cheese. His children complain and fight with each other over the
burgers. He explained to you that the order is wrong. He is very frustrated. What will
you do to make Daryl feel compensated?

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 Assessment

A. Direction: Fill in the blank (s) with the correct term(s) being referred to. Write
your answer in the space provided before each number.

1. Effectively communicating with your customers and promptly addressing

complaints and treating them as opportunities for improvement is called
________.

2. One of the dimensions of customer service which relates to a company’s

established processes used to deliver their products and/or services is called
_____.

3. Of all the qualities needed in customer service, ______ is the most important one.

4. _______ is the act of assisting while treating customers with respect, individuality,
and personal attention.

5. One of the dimensions of customer service which relates to how employees interact
with customers, taking into account factors such as attitude and verbal skills is
called ______.

6. ______ is the dimension which prompt attention to customer's needs, orders,

request and inquiries must be sustained.

7. _______ refers to a system of ensuring guests' comfort and convenience while being
serve by service staff.

8. _______ is a system that enables service personnel to anticipate what the customer
wants and what needs must be met.

9. _________ is a mechanism for resolving operational problems, including the

creation of problem solving terms.

10. _______ is a set of procedures designed to conform to professional standards,

consonant to what is considered acceptable to the industry and responsive to
customer's expectations.

B. Enumeration: Enumerate the following.

1. Nine (9) elements of procedural dimension of customer service.

2. Two (2) dimensions of customer service.
3. Give at least five (5) qualities that TURN-OFF customers.

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C. Essay. Discuss the following.
4. What is Customer relations?
5. What is customer service?
6. Why customer service matter?

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 Answer Key

What I Know – Pre Test What’s New

True or False Answers may vary. What’s More
1. true Activity 1
2. False;procedural 1.
3. True 2.
4. True
3.
5. True
II. Matching Type. 4.
1. E 5.
2. D 6.
3. C
4. A 7.
5. B 8.
9.
10.

Activity 2
Answers may vary.

What I can Do Assessment

Answers may vary. II. Enumeration
1. Timeliness,
Assessment Convenience, organized
I. Identification and smooth flow of
1. Customer relations service, anticipation,
2. Procedural communication,
3. Attitude feedback mechanism,
4. Customer service problem solving
5. Personal mechanism, monitoring
6. Timeliness of service,
7. Convenience professionalism
8. Anticipation 2. Procedural and
9. Problem solving personal
mechanism 3. Apathy, Brush-off,
10. Professionalism Snobby and
pretentiously kind
manner, rule-book,
run-around, different
standards

III. Essay
Answers may vary

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References

Bose, Betty. “6 Healthy Food Crafts and Activities for Preschool Children.” Free Kids
Crafts, May 21, 2019. https://www.freekidscrafts.com/6-healthy-food-crafts-
and-activities-for-preschool-children/.

BOOKS
 Arcos, C.M., Yu, E.V., and Flores, J.M., Technical-Vocational-livelihood Home
Economics, FOOD & BEVERAGE SERVICES Manual, Department of Education

WEB
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For inquiries or feedback, please write or call:

Department of Education – Schools Division of Negros Oriental

Kagawasan, Avenue, Daro, Dumaguete City, Negros Oriental

Tel #: (035) 225 2376 / 541 1117

Email Address: negros.oriental@deped.gov.ph
Website: lrmds.depednodis.net