COMPETENCY-BASED LEARNING MATERIALS

SECTOR: TOURISM

QUALIFICATION: COOKERY NC II

UNIT OF COMEPETENCY:
PROVIDE EFFECTIVE CUSTOMER SERVICE
MODULE TITLE:
PROVIDING EFFECTIVE CUSTOMER SERVICE
PREPARED BY: MISS MARLENE A. BALCO
 QUALIFICATION LEVEL

COMPETENCY BASED LEARNING MATERIAL

No. Unit of Competency Module Title Code

1 Develop and update industry Developing and updating industry TRS311201

knowledge knowledge

2 Observe Workplace Observing Workplace TRS311202

Hygiene Procedures Hygiene Procedures
3 Perform Computer Performing Computer TRS311203
Operations Operations
4 Perform Workplace and Performing Workplace and Safety TRS311204
Practices
Safety Practices
5 Provide Effective Providing Effective TRS311205
Customer Service Customer Service
HOW TO USE THIS COMPTENCY BASED LEARNING MATERIAL

Welcome to the module in Provide Effective Customer Service. This module contains training materials and
activities for you to complete.
The unit of competency “Provide Effective Customer Service” contains knowledge, skills and attitudes
required Commercial Cooking. It is one of the specialized modules at National Certificate Level (NC II).
You are required to go through a series of learning activities in order to complete each learning
outcome of the module. In each learning outcome are Information Sheets and Resource Sheets
(Reference Materials for further reading to help you better understand the required activities). Follow
these activities on your own and answer the self-check at the end of each learning outcome. You may
remove a blank answer sheet at the end of each module (or get one from your facilitator/trainer) to write
your answers for each self-check. If you have questions, don’t hesitate to ask your facilitator for
assistance.
Recognition of Prior Learning

You may already have some or most of the knowledge and skills covered in this learner’s guide because
you have:

• Been working for some time

• Already completed training in this area

If you can demonstrate to your trainer that you are competent in a particular skills or, talk to him/her about
having the formally recognized so you don’t have to do the same training again. If you have a qualification
or Certificate of Competency from previous trainings, show it to your trainer. If the skills you acquired are
still current and relevant to the unit/s of competency they may become part of the evidence you can present
for RPL. If you are not sure about the currency of your skills, discuss this with your trainer.

At the end of this module is a Learner’s Diary. Use this diary to record import dates, jobs undertaken
and other workplace events that will assist you in providing further details to your trainer or assessor. A
Record of Achievement is also provided for your trainer to complete the module.

This module was prepared to help you achieve competency, in Providing Effective Customer Service.
This will be the source of information for you to acquire knowledge and skills in this particular trade
independently and at your own pace, with minimum supervision or help from your instructor.
• Talk to your trainer and agree on how you will both organize the training of this unit. Read
through the module carefully. It is divided into sections, which cover all the skills and
knowledge you need to successfully complete this module.
• Work through all the information and complete the activities in section. Read information sheets
and complete the self –check. Suggested references are included to supplement the materials
provided in this module.
• Most probably your trainer will also by your supervisor or manager. He/she is there to support
you and show you the correct way to do things.

• Your trainer will tell you about the important things you need to consider when you are
completing activities and it is important that you listen and take notes.
• You will be given plenty of opportunity to ask questions and practice on the job. Make sure you
practice your new skills during regular work shifts. This way you will improve both speed and
memory and also your confidence.
• Talk to more experience workmates and ask for their guidance.
• Use the self-check questions at the end of each section to test your own progress.
• When you are ready, ask your trainer to watch you perform the activities outline in this module.
• As you work through the activities, ask for written feedback on your progress. Your trainer
keeps feedback/pre-assessment reports for this reason. When you have successfully
completed each element, ask your trainer to mark on the reports that you are ready for the
assessment.
• When you have completed this module (or several modules), and feel confident that you have
had sufficient practice, your trainer will arrange an appointment with registered assessor to
assess you. The results of your assessment will be recorded in our competency Achievement
Record.
Qualification : Cookery NC II

Unit of Competency : Provide Effective Customer Service

Module Title : Providing Effective Customer Service

Introduction:

This module deals with the knowledge, skills and attitudes in providing effective customer service. It
includes greeting customer, identifying customer needs, delivering service to customer, handling
queries through telephone, fax machine, internet and email and handling complaints, evaluation and
recommendation.

You will be assessed by your instructor as prescribed in the competency standard upon completion of this
module.

Learning Outcomes:

Upon completion of this module you should be able to:

1. Apply effective verbal and non-verbal communication skills to respond to customer needs.
2. Provide prompt and quality service to customer.
3. Handle queries promptly and correctly in line with enterprise procedures.
4. Handle customer complaints, evaluation and recommendations.

Performance Criteria:

1. Apply effective verbal and non-verbal communication skills to respond to customer needs.
1.1 Greet Customer
 • Guests are greeted in line with enterprise procedure
• Verbal and non-verbal communications are appropriate to the given situation
• Non-verbal communication of customer is observed responding to customer.
• Sensitivity to cultural and social differences is demonstrated

1.2 Identify customer needs

• Appropriate interpersonal skills are used to ensure that customer needs are accurately
identified
• Customer needs are assessed for urgency so that priority for service delivery can be
identified
• Customers are provided with information
• Personal limitation in addressing customer needs is identified and where appropriate,
assistance is sought from supervisor

2. Provide prompt and quality service to customer.

2.1 Deliver service to customer

• Customer needs are promptly attended to in line with enterprise procedure

• Appropriate rapport is maintained with customer to enable high quality service delivery
• Opportunity to enhance the quality of service and products are taken wherever possible
3. Handle queries promptly and correctly in line with enterprise procedures.

3.1 handle queries through telephone, fax machine, internet and email
• use telephone, computer, fax machine, internet efficiently to determine customer
requirements
• queries/ information are recorded in line with enterprise procedure
• Queries are acted upon promptly and correctly in line with enterprise procedure
4. Handle complaints, evaluation and recommendations

• Guests are greeted with a smile and eye-to-eye contact

 • Responsibility for resolving the complaint is taken within limit of responsibility
• Nature and details of complaint are established and agreed with the customer
• Appropriate action is taken to resolve the complaint to the customers satisfaction
wherever possible

LO1. APPLY EFFECTIVE VERBAL AND NON-VERBAL COMMUNICATION SKILLS

TO RESPOND TO CUSTOMER NEEDS

ASSESSMENT CRITERIA:

1. Guests are greeted in line with enterprise procedure

2. Verbal and non-verbal communications are appropriate to the given situation
3. Non verbal communication of customer is observed responding to customer
4. Sensitivity to cultural and social differences is demonstrated

CONTENTS:

 Communication
- Interactive communication with others
- Interpersonal skills/ social graces with sincerity
 Safety Practices
- Safe work practices
- Personal hygiene
 Attitude
- Attentive, patient and cordial
- Eye-to-eye contact
- Maintain teamwork and cooperation
 Theory
- Selling/upselling techniques
- Interview techniques
- Conflict resolution
- Communication process
- Communication barriers
 Effective communication skills
  Non-verbal communication - body language
 Ability to work calmly and unobtrusively effectively
 Ability to handle telephone inquiries and conversations
 Correct procedure in handling telephone inquiries
 Proper way of handling complaints

CONDITIONS:

The trainees/students must be provided with the following:

Equipment Tools and Accessories Materials

 LCD Projector  Recorder / microphone  Books and Videos
(optional) relating to customer
 Overhead Projector service and service
(optional) philosophy
 Video camera  Books, brochures,
 TV/monitor manuals
 VHS/DVD player

METHODOLOGIES:

 Lecture
 Demonstration
 Role-play
 Simulation

ASSESSMENT METHODS:

 Written examination
 Practical demonstration
LEARNING EXPERIENCE

Learning Outcome #1: Apply effective verbal and non-verbal communication skills to respond to
customer needs.

Learning Activities Special Instructions

1. Identifying verbal and nonverbal • Read Information Sheet
communication

-do self check

 Information Sheet #1 Identifying Verbal and Non- Verbal Communication

Verbal communication

The basis of communication is the interaction between people. Verbal communication is one way for
people to communicate face-to-face. Some of the key components of verbal communication are sound,
words, speaking, and language.
At birth, most people have vocal cords, which produce sounds. As a child grows it learns how to form
these sounds into words. Some words may be imitative of natural sounds, but others may come from
expressions of emotion, such as laughter or crying. Words alone have no meaning. Only people can put
meaning into words. As meaning is assigned to words, language develops, which leads to the
development of speaking.
The actual origin of language is subject to considerable speculation. Some theorists believe it is an
outgrowth of group activities such as working together or dancing. Others believed that language
developed from basic sounds and gestures.
Over 3,000 languages and major dialects are spoken in the world today. The development of
languages reflects class, gender, profession, age group, and other social factors. The huge variety of
languages usually creates difficulties between different languages, but even within a single language
there can be many problems in understanding.
Through speaking we try to eliminate this misunderstanding, but sometimes this is a very hard thing to do.
Just as we assume that our messages are clearly received, so we assume that something is important to
us, it is important to others. As time has proven this is not at all true. Many problems can arise is speaking
and the only way to solve these problems is through experience.
Speaking can be looked at in two major areas: interpersonal and public speaking. Since the majority of
speaking is an interpersonal process, to communicate effectively we must not simply clean up our language,
but learn to relate to people.
In interpersonal speaking, etiquette is very important. To be an effective communicator one must speak in
manner that is not offending to the receiver. Etiquette also plays an important role in an area that has
developed in most all business settings: hierarchical communication. In business today, hierarchical
communication is of utmost importance to all members involved.
The other major area of speaking is public speaking. From the origin of time, it has been obvious that some
people are just better public speakers than others. Because of this, today a good speaker can earn a living
by speaking to people in a public setting. Some of the major areas of public speaking are speaking to
persuade, speaking to inform, and speaking to inspire or motivate.
Etiquette, one aspect of decorum, is a code that governs expectations of social behavior, according to the
contemporary conventional norm within a society, social class, or group. Usually unwritten, it may be
codified in written form. Etiquette usually reflects formulas of conduct in which society or tradition has
invented. Etiquette may reflect an underlying ethical code, or in may grow more as a fashion, as in
eighteenth century Britain were apparently pointless acts like the manner in which a tea cup was held
became associated with the upper class. Like “culture”, it is a word that has gradually grown plural,
especially in a multi-ethnic society with many clashing expectations. Thus, it is now possible to refer to an
“etiquette” or a “culture”, realizing that this may not be universal. In Britain, though, the word etiquette has its
roots in the eighteenth century, becoming a universal force in the nineteenth century to the extent that it has
been described as the one word that aptly describes the life during the reign of Queen Victoria.
Etiquette codes prescribe and restrict the ways in which people interact with each other, based on respect
for other people and the accepted customs of a society.
Modern etiquette codifies social interactions with others, such as:

 Greeting relatives, friends and acquaintances with warmth and respect

 Refraining from insults and prying curiosity
 Offering hospitality to guests
 Wearing clothing suited to the occasion
 Contributing to conversations without dominating them
 Offering assistance to those in need
 Eating neatly and quietly
 Avoiding disturbing others with unnecessary noise
  Following established rules of an organization upon becoming a member
 Arriving promptly when expected
 Comforting the bereaved
 Responding to invitations promptly
 Accepting gifts of favors with humility and to acknowledge them
promptly with thanks (e.g a thank you card).
Violations of etiquette, if severe, can cause public disgrace, and in private hurt individual feelings, create
misunderstandings or real grief and pain, and can even escalate into murderous rage. Many family feuds
have their beginnings in trivial etiquette violations that were blown out of proportion. In the ancient Hindu
epic Mahabharata, the entire world-destroying conflict between the armies of two clans begins when one
ruler, Duryodhana, commits a couple of minor faux pas at his cousin’s castle, and is impolitely made fun
of for it. One can reasonably view etiquette as the minimal politics required to avoid major conflict in polite
society, and as such, an important aspect of applied ethics.
In the West, the notion of etiquette, being of French origin and arising from practices at the court of Louis
XIV, is occasionally disparaged as old-fashioned or elite, a code concerned only with “which fork to use”.
Some people consider etiquette to be an unnecessary restriction of freedom of personal expression; others
consider such free spirits to be unmannerly and rude. For instance, wearing pajamas to a wedding in a
cathedral may be an expression of the guest’s freedom, but may also cause the bride and groom to suspect
that the guest in pajamas is expressing amusement or disparagement towards them and their wedding.
Etiquette may be enforced in pragmatic ways: “No shoes, no shirt, no service” is a notice commonly
displayed outside stores and cafés in the warmer parts of North America. Others feel that a single, basic
code share by all makes life simpler and more pleasant by removing many chances for misunderstandings.
Etiquette is dependent on culture; what is excellent etiquette in one society may shock in another. Etiquette
evolves within culture. The Dutch painter Andries Both shows that the hunt for head lice (illustration, right),
which had been a civilized grooming occupation in the early Middle Ages, a bonding experience that
reinforced the comparative rank of two people, one groomed, one groomer, had become a peasant
occupation by 1630. The painter portrays the familiar operation matter-of-factly, without the sarcasm this
subject would have received in a nineteenth-century representation.
Etiquette can be very widely between different cultures and nations. In China, a person who takes the last
item of food from a common plate or bowl without first offering it to others at the table may be seen as a
glutton and insulting the generosity of the host. In most European cultures a guest is expected to eat all of
the food given to them, as a compliment to the quality of the cooking.
In the American colonies Benjamin Franklin and George Washington wrote codes of conduct for young
gentlemen. The immense popularity of advice columns and books by Letitia Baldrige and Miss Manners
shows the currency of this topic. Even more recently, the rise of the Internet has necessitated the adaptation
of existing rules of conduct to create Netiquette, which governs the drafting of email, rules for participating in
an online forum, and so on.

Developed by: Marlene A. Balco

 Etiquette may be wielded as a social weapon. The outward adoption of the superficial mannerisms of an in-
group, in the interests of social advancement rather than a concern for others, is a form of snobbism,
lacking in virtue.
Western Business Etiquette

The etiquette of business is the set of written and unwritten rules of conduct that make social interactions
run more smoothly. Office etiquette in particulars applies to co-work interaction, excluding interactions with
external contacts such as customers and suppliers. Both office and business etiquette overlap considerably
with basic tenets of netiquette. The conventions of office etiquette address unique, office environmental
issues such s cubicle life, usage of common areas, meetings, and other forms of social interaction within the
context of a work setting. The rules of office etiquette may vary by region, office size, business specialty,
company policy, and, to certain degree, various laws governing the workplace. Larger organizations tend to
have stricter, expressly written rules on etiquette. These rules are often echoed throughout and industry or
economy. For instance, 49% of employers surveyed in 2005 by the American National Association of
Colleges and Employers found that non-traditional attire would be a “strong influence” on their opinion of
potential job candidate.

Non-verbal communication

Is more broadly based. It includes tone of voice, facial expression, eye contact, body posture, gesture, body
movement, physical appearance including dress, and use of space. Because we have been trained for
years to use language, we can manipulate and disguise our verbal message with ease.
This is not true for the non-verbal channels. Our bodies are pre disposed to convey only the true meaning
of our expressions. This can cause problems when there is a conflict between verbal and non-verbal
messages. When this happens, the listener will only rely on the non-verbal message, confirming the old
truism that action speaks louder than words.

Knowing this, you can see that there are two major benefits to be gained through knowledge of non-verbal
communication:

1. First, as receivers of communication (listener), we can look for evidence that will help us understand
more fully the message of the speaker.
2. Second, as communicators (speakers), we can take steps to be sure that our nonverbal behavior is
supportive of the words we choose to say.

Example of non-verbal communication: are services offered to the customer by giving them satisfaction.

Developed by: Marlene A. Balco

SELF CHECK

Determine the following whether it is VERBAL or NON VERBAL.

__________1. face-to-face discussions
__________2. vlogging
__________3. Eye Contact
__________4.interviews
__________5.handshaking
__________6.waving
__________7.oration
__________8. Reporting
__________9. Nod
__________10.  debates

ANSWER KEY:
1. VERBAL
2. VERBAL
3. NON VERBAL
4.VERBAL
5.VERBAL
6.NON VERBAL
7.VERBAL
8.VERBAL
9. NON VERBAL
10. VERBAL

Developed by: Marlene A. Balco

LO2. PROVIDE PROMPT AND QUALITY SERVICE TO CUSTOMER

ASSESSMENT CRITERIA:

1. Appropriate interpersonal skills are used to ensure that customer needs are
accurately identified
2. Customer needs are assessed for urgency so that priority for service delivery
can be identified
3. Customers are provided with information
4. Appropriate rapport is maintained with customer to enable high quality service
delivery
5. Personal limitation in addressing customer needs is identified and where
appropriate, assistance is sought from supervisor
6. Opportunities to enhance the quality of service and products are taken
wherever possible

CONTENTS:

 Communication
- Interactive communication with others
- Interpersonal skills/ social graces with sincerity
 Safety Practices
- Safe work practices
- Personal hygiene
 Attitude
- Attentive, patient and cordial
- Eye-to-eye contact
- Maintain teamwork and cooperation
 Theory
- Selling/upselling techniques
- Interview techniques
- Conflict resolution
- Communication process
- Communication barriers
 Effective communication skills
 Non-verbal communication - body language
 Ability to work calmly and unobtrusively effectively
 Ability to handle telephone inquiries and conversations

Developed by: Marlene A. Balco

  Correct procedure in handling telephone inquiries
 Proper way of handling complaints

CONDITIONS:

The trainees/students must be provided with the following:

Equipment Materials
 LCD Projector (optional)  Books and Videos relating to
 Overhead Projector (optional) customer service and service
 VHS/DVD player philosophy
 Video camera  Books, brochures, manuals
 TV/monitor

METHODOLOGIES:

 Lecture
 Demonstration
 Role-play
 Simulation

ASSESSMENT METHODS:

 Written examination
 Practical demonstration

Developed by: Marlene A. Balco

LEARNING EXPERIENCE

Learning Outcome #1: Apply effective verbal and non-verbal communication skills to respond to
customer needs.

Learning Activities Special Instructions

• Read Information Sheet s
Projecting Verbal
Communication
Proper Guest Seating

Information Sheet : Projecting Verbal Communication

VERBAL PROJECTION:

1. Speak with clarity. Check if you are understood when sending the message.
2. Speak in audible, relaxed and natural manner, maintain conversational tone and volume.
3. Observe right speed, not too fast or too slow.
4. When receiving messages, always seek to clarify or confirm anything that sounds unclear.

Developed by: Marlene A. Balco

“If I got you right, are you saying that…”
5. Accept and respect the opinion and ideas of others. If you disagree, acknowledge first their statement
before pointing out your ideas. Make statement like.

“I see your point”. I understand what you mean. However I feel that…”
6. Make it a habit to use magic words like: May I, kindly, please do you mind, I’m sorry etc.
“May I have your name sir?” Instead of “What’s your name?”
“May I know who’s on the line, Please?”, rather than “Who’s this?”
“What can I do for you Ma’am/Sir?” rather than ask “what it is sir?” or “What do you want from _____.”

7. Avoid saying directly No or cannot be when turning down a request. One diplomatic way of doing is to
say.
“I really wish we could satisfy your request, however… I hope you understand.”

8. Be sensitive to the feeling and self esteem of others. Avoid words or expression that hurt feelings and
shutter other’s self esteem.

9. Listen with interest and undivided attention. Nod if you agree, ask questions, Paraphrase statements to
confirm.

10. Be honest and accurate in giving information, do not bluff. Admit it if you don’t know the answer to
an inquiry but instead of saying “I don’t’ know”, say, “I’m sorry, I don’t have that information right now but
let me find out for you and I’ll get back to you as soon as I have the information. May I have your name
and phone number?

Or you can refer the inquiring person to the right official or department. “Ma’am/Sir., I wish to refer you to
_____. He got all the information you need. Would you like me to connect to his/her office now?
Verbal Communication: (Note- Though you are not a waiter or a server, the following are good verbal
exercises.)

Developed by: Marlene A. Balco

Proper Seating of Guest

1. Who seats the guest?

The guest may be meet and seated by the Reception waiter or M’D. if the guest is meet by M’D, the guest
gets a good impression of the hotel dining room and the hotel itself. It also allows the M’D to control the
traffic in the dining room. In some hotel and restaurant, the guests are allowed to choose the table they
would like to seat in. However, in some establishments, simply they are shown to their tables.

Say good morning/ Evening Madam/Sir, may I lead you to your table?

2. How to seat the guest

• Approach the guest with kind, warm words of greeting like “Good Morning Sir/Madam”, (as the case
may be) with a smile.
• Guest will inform if they have a reservation. If none, ask “how many are you in your party
Sir/Madam?”
• When it appears that guest is alone, “Table for one Sir?” instead of
“Are you alone sir?”
• Take a clean menu cards and lead the guest to their table.

3. How to present the menu

• Open menus are presented to each guest from the left of the guest with a blended hip. Then ask,
“Would you like to see the menu sir?”
• Then ask, “Would you like to order now sir?” Get the order. Repeat the order for clarification by
saying, “May I read back your order, sir?” When a traveler woman eats with a man, she will never
always give her order directly to the waiter. She’ll give it to her mate companion and the man gives
the order to the waiter.

For Verbal Communication try these exercises on Hook, Line, Sinker, and Paragraph

Developed by: Marlene A. Balco

Chilled Juices
“For a great start to your breakfast, may I suggest our chilled juices?” we have orange, grapefruit.
Cranberry, prune, apple and V8 to choose from.
“They’re refreshing”.

Fresh Fruit
“For a quick, light start, don’t miss our fresh fruit”. “We offer a choice of grapefruit, melon, banana or a fruit
cocktail. It is healthy and delicious!”
“For a healthy choice this morning I recommend having some delicious Yogurt. We offer a variety of low-fat,
fruit flavored and pain. It will please your palate!”

Cereal
If you’re in the mood for a traditional breakfast favorite we offer Hot and Cold Cereal selections. For the cold
we offer corn flakes. Raisin Bran, Rice Krispies, Frosted Flakes, Froot Loops, KO’s and Low Fat Granola.
Our hot selections are the American Favorites, Oatmeal or Cream of Wheat. You will love it!

Muesli
For a delicious way to start your day try our Muesli. It is bountiful mixture of toasted whole grain flakes, and
sun dried raisins the dates and almonds are sweetened with brown sugar. It is wonderful!

Lox and Bagel

If you’re in the mood for a classic favorite try our lax and baget. We offer smoked salmon and delicious
cream cheese. It is served with our delicious homemade oven roasted potatoes. It is fabulous combinations.

Developed by: Marlene A. Balco

Express Breakfast
If you would like a quick breakfast try our Express breakfast. Our Chef scrambles up fluffy eggs, and serves
links and bacon strips with our delicious homemade oven roasted potatoes. It is fabulous combinations.

Omelets
If you love omelets treat yourself to one this morning. We offer a Denver Omelet with sautéed bell peppers
and onions folded in before cooking or Chopped Ham and plain cheese or plain folded omelet. We serve it
with our oven roasted potatoes and if you choose we can make it with eggbeaters. I know you will love it!

BASIC PHRASEOLOGY FOR FOOD/BEVERAGES SERVICE STAFF

I. WELCOMING/RECEIVING Good
morning/afternoon/evening, Mr._______
or sir/ladies, May I suggest a table for you?

As you lead to their table “This way please,”

For a party with reservation “Good evening, Mr./Ms.

_______.Good evening
Ladies, gentlemen, we have prepared a nice
table for your party. This way please.”

Developed by: Marlene A. Balco

If in doubt if there is any reservation “Are we holding a reservation for
your party, sir? Don’t ask: Do you have a reservation?”

When in doubt as to the number of Guest, ask “How many in the party,
sir/madam?” Don’t say: “How many are you?” or Table for
3 or 4?

When guest is a repeat patron express appreciation for the matter:

“We are glad to see you again Mr./Ms. This way, please.”
You can add: “May I lead you to your favorite table (If you
know it)

If outlet is full and there s no more seat available:

“I’m sorry, sir/ladies, but we are fully booked at the
moment. Do you mind waiting at the lounge and I’ll call
you the moment we a table available for you.”

If waiter or attendant is not yet available to attend to the guest:

“The waiter or attendant will be with you in a short while.”

Before guests get seated: “Will this table be alright for you sir/ladies?”

II. OFFERING DRINKS

“May I offer you a glass of refreshing drink before your meal or to start with?”

For lunch/dinner, offer before-dinner drinks:

Offer aperitif, “May I suggest a glass of aperitif like a glass of martini or sweet vermouth to start your meal?”

“May I get you a bottle of chilled beer or a martini perhaps before we serve you dinner?”

Developed by: Marlene A. Balco

“Madam, may I get you a glass of refreshing cocktail?”(for bars)

If you know his favorite, offer it before he ask question:

“Mr./Ms. ________, shall I get you your favorite_____?”
For Martini you can ask: “would you want it sweet or cocktail?”
For drinks ordered straight or on the rocks, ask: “shall I make it double for you?”
For scotch: “would you like your scotch to go with water, soda or ale on the side?”
For Crème de Menthe: “would you like it frappe or on the rocks?”

Offer “Drinks of the Month” or other drinks specialties:

“Do you like to try our famous (or fascinating Drink of the Month, the ______? It is very special concoction of
our bar manager. I’m sure you’ll like it.”

Is asked about the cocktail mention the base:

For example, peach daiquiri. “It is a perfect blend of light rum and local peaches.”
For Irish Coffee: “it’s a fascinating blend of Irish Whiskey and hot coffee topped with whipped Cream.”

When offering drinks to several guests in one table, use a variety of phraseology so as not to sound
monotonous:
Example: for the first lady, ask: “Madam, may I offer you a glass of refreshing drink for you to start with?”
For the other lady: “and for you, madam would you like to join her for a glass of ________ or will you have a
cocktail instead?”
For the gentleman: “and our gentleman, shall I get you bottle of beer or a shot of brandy?”
And for the host: “and you sir, what drink do you like to start with?”

When glass is almost empty, offer another drink:

“Shall I get you another round of (mention drink)?

Developed by: Marlene A. Balco

For special occasion that calls for celebration like a birthday or anniversary: “I understand that you are
celebrating a special occasion tonight. May is suggest a bottle of Champagne to highlight the affair?”

For wine order, suggest appropriate wine after the taking of food order:
“Sir. May I suggest a bottle of red wine/ white wine to complement your meal or perhaps you’d like to see
our wine list for you selection.”

If guest is ready to order wine, say:

“Sir, if you are ready or you have decided may I take your wine order?” or after taking wine order: “Thank
you very much, sir, you’re having a bottle of____(name of wine)___.

For Scotch: “would you like your Scotch to go with water, Soda or ale on the side?”

For Crème the menthe: would you like it frappe or on-therocks?”

Offer “Drinks of the month” or other drink specialties. “Do you like to try our famous (or fascinating) drink of
the month, the __________? It’s a very special concoction of our Bar Manager. I’m sure you’ll like it.”

If ask about the cocktail mention the base: for example, peach daiquiri. “It’s a perfect blend of light rum and
local peaches.” for Irish coffee: “it’s fascinating blend of Irish Whiskey and hot Coffee topped with whipped
cream.”

When offering drinks to several guests in one table use variety of phraseology so as not to sound
monotonous. Example: for the first lady, ask: “Madam, may I offer you a glass of refreshing drink for you to
start with?” for the other lady: “and for you, madam, would you like to join her for a glass of refreshing drink
for you to start with?” for the gentleman, “shall I get you a glass of beer or a shot of brandy?” and for the
host: “and you sir, what drink do you like to start with?”

When glass is almost empty, offer another drink. “Shall I get you another round of (mention drink)

Developed by: Marlene A. Balco

For special occasion that calls for “I understand that you are celebrating a special
Celebration like birthday or anniversary occasion tonight. May I suggest a
bottle of champagne to highlight the affair?”

For a wine order, suggest a appropriate “Sir, May I suggest a bottle of red
wine/ white wine wine. After the taking of food order to
complement your meal or perhaps, you’d like to see our
wine list for your selection.”

If guest is ready to order wine, say: “Sir, if you are ready or you have
decided, may I take your wine order?”
or “Sir, if you are ready or you have
decided, may I take your wine order?”

After taking wine order “Thank you very much, sir, you’re
having a bottle of (Name of wine).

WINE SEVICE
Writer present bottle Upon presentation, say “Sir or Mr. ________ may I present to you your
bottle of __________} with a very good vintage year (if
vintage is indicated) of (year), a heavy bodied red wine?”
Before opening, say “Shall I open the bottle for you?”

Before sommelier taste the wine, ask permission and

say “Mr. may I have the privilege of tasting the wine.

After tasting, attendant will say “You are real connoisseur. It’s perfect choice. It’s first
class.”

Developed by: Marlene A. Balco

Or, if wine is flat or not okay “May I change the bottle for you?”
When pouring for the host “Would you like to try it now, sir?”

TAKING ORDERS

Presenting the menu “May I present to you the menu for your selection.”

Or “Would you like to take a look at our menu, sir/ladies?”

If they are ready for order “If you are ready, may I now take your
order?”

If they take time in ordering and you “I’ll be back for you shortly.” You
have other guest waiting leave them and say:
If they cannot make up their mind “May I suggest some items? For the main course give
your you have a choice of _________, __________
or
_________.”

Offer house specialties “Would you like to try the specialty of the house. Its:
give brief description of item)” Add: “I’m sure you’ll
like it.”

For merchandising appetizer “For your starter, may I recommend a light appetizer?
We have _________.” “May I also get you hot
steaming soup?”

Salad “Shall I bring you a tossed-green salad on the side?”

Developed by: Marlene A. Balco

For recommendation main course “Sir/ladies, would you like to try our daily/weekly
special? It’s a special serving of (mention main
entrée), served with soup, salad (other
accompaniments).”

“Sir/madam, our chef has prepared a very special

menu today. It’s a special serving of _______ served
with ________, _________.

Ask manner of preparation “How would you like your

steak/hamburger done?”

Offering hor d’ ouvres (for bars) “Sir/madam, you’ll perhaps enjoy your drink better
with a serving of hor d’ ouvres. Shall I get you
calamares, chicken wings or _________?”

In repeating order “Mdam, you’re having lapu-lapu fillet, thank you.”

SERVING FOOD/DRINKS For a drink mention names “Your peach daiquiri,

madam. Enjoy your drink.”

For food, also mention name, You’re very special

________. It’s one of the specialties of the house. I
hope you like it.”

Before leaving the table “Enjoy your

appetizer/soup/salad/main course.”

Developed by: Marlene A. Balco

 Or “Hope you’ll enjoy your
breakfast/lunch/dinner.”

For compliments given “A special ________ for you, sir/ladies,

compliments of the house. Enjoy your dinner.”
Offer additional service of bread/sauce “May I get you more bread or
coffee?”

Or “Would you like to have more

bread/coffee or sauce?”
For serving salad, ask: “What’s your choice of dressing,
sir/madam? French or island? thousand

“May I serve your sauce?”

In between service get guest comment “How do you like your _______?”
If negative comments are received on food “We appreciate your comment,
sir. We’ll bring that to the attention of our chef for
appropriate action.”

If food is uncooked “Sorry for that, sir/madam. Let me

have it back and I’ll have it
grilled/cooked to your liking.”
When ready to serve the grilled item “Thank you for waiting, madam. As you
wish you have your steak
grilled/cooked to your liking.”
If food is spoiled or contaminated by fly “We’re sorry for this, sir/madam. Let me have it changed
immediately.”
If compliments is about something “Sorry, maam, for the oversight. I’ll
have your
Overcooked like request for food, request followed immediately.” Silver, spoon, etc.

Developed by: Marlene A. Balco

After following-up request give the guest “Your order or request for ______
will be served to you in a short while.”
If positive comments is given “We’re glad to hear that, sir. Thank you
for the comments and we will appreciate it very much if
you can put it in writing because that’s one way by which
the management will be able to know how we are
performing n our customer service.”

CLEARING THE TABLE

As you approach the table “Excuse me, sir/madam, May I clear the table now?”
Or, may I take the plate,”

BIDDING THE TABLE “Thank you, Mr./Mrs. _________. Do visit us again or

(we look forward to your next visit).”

INTERRUPTING THE GUEST

(Who may be eating or engage in a “Excuse me, sir/madam. I’m sorry to

interrupt you conversation but you have a telephone call
or someone would like to see you (mention other
reason).”) LEARNING EXPERIENCE

Developed by: Marlene A. Balco

 JOB SHEET

 USING THE SCRIPT IN THE INFORMATION PERFOM ON HOW YOU WELCOME THE GUESTS

Developed by: Marlene A. Balco

LO3. HANDLE QUERIES PROMPTLY AND CORRECTLY IN LINE WITH
ENTERPRISE PROCEDURES

ASSESSMENT CRITERIA:

1. Customer needs are promptly attended to in line with enterprise procedure

2. Applied correct procedure in using telephone, fax and internet
3. Report is accomplished according to company rules and regulations

CONTENTS:

Developed by: Marlene A. Balco

  Uses of telephone, fax, internet and e-mail
 Telephone and electronic mail ethics
 Procedures in handling queries
 Maintain teamwork and cooperation
 Effective communication skills
 Non-verbal communication - body language
 Ability to work calmly and unobtrusively effectively
 Ability to handle telephone inquiries and conversations

CONDITIONS:

The trainees/students must be provided with the following:

Equipment Materials
 LCD Projector (optional)  Books and Videos relating to
 Overhead Projector (optional) customer service and service
 Computer philosophy
 VHS/DVD player  Books, brochures, manuals
 TV/monitor
 Video camera

METHODOLOGIES:
 Lecture
 Demonstration
 Role-play
 Simulation

ASSESSMENT METHODS:

 Written examination
 Practical demonstration

Developed by: Marlene A. Balco

Learning Outcome 3. HANDLE QUERIES PROMPTLY AND CORRECTLY IN LINE
WITH ENTERPRISE PROCEDURES
Learning Activities Special instructions
1. Identifying qualities of a successful service: Information Sheet # 1

• Qualities to ensure guest

satisfaction
• Customer needs and how to satisfy them
• Courteous attention to the guest

2. Answer SELF CHECK.

Developed by: Marlene A. Balco

 Information sheet # 1 Identifying qualities of a successful service:

Qualities to ensure guest satisfaction

In the restaurant, we sell not only food and beverages but also service. Remember this: customers
judge a food service enterprise not only by the quality of food, tableware and décor but also by the kind of
people who serve them.

1. Quality of Service- measured in terms of ability to conform to acceptable standards expected by

the customers. Food served in wrong containers is not of good quality.
2. Efficiency of Service Staff- needs of customers is promptly attended.
You must anticipate guest needs.
3. Warmth and courtesy of service staff- even how good a service is still not satisfying if someone
who serves you doesn’t even know how to smile and who speaks full sarcasm.

Customer’s needs and how to satisfy them A. Need for

attention/appreciation/recognition
1. Greet him with a warm smile.
2. Maintain an eye to eye contact with guest when talking to him.
3. Call him by his name and title if you know it.
4. Do not discriminate.
5. Show appreciation rather than irritation when he airs some comments/complaints to you.
6. Never criticize a customer by his looks or mistakes.
7. Be very alert and prompt in satisfying his request.
8. Be very sensitive to the guests feelings
B. Need for Information
1. Be familiar with the menu as well as the services.

Developed by: Marlene A. Balco

 2. Give information in advance for customers.
3. Never settle a question with “I don’t know” answer.

C. Need for Belonging

1. Be friendly, maintain gracious expression and smile when talking to him.
2. Give him a warm welcome with gracious smile.
3. Welcome him back if it is not his first time around.
4. Get to know the guest preferences and favorite.
5. Make your guest feel very important.
6. Be generous in expressing gracious remarks.

D. Need for Safety or Security:

1. Take note of items left by guests in the function room.
2. Should a guest approach you for his lost item, attempt to help recover it by checking in other staff
and on the logbook or assist him to file coplaints.
3. Help maintaining a safe environment in the room.
4. Never use damage tables/chairs as well as service equipment so as not to cause accident.
5. Guests who may pose to be source of trouble should be calmed down tactfully.
6. In case of actual emergency, assist guest in evacuating through designated fire exit.

E. Courteous attention to the guest

Always be courteous to the guest because they are the “Life Blood” of the hotel or restaurant. To be
courteous is to be gracious, well behave and well mannered. Smile even if it kills you. Never face your
customer without a smile. Adhere to the Chinese saying “Never open your store without a smile”.

Make a good first impression, walk tall, alertly with grace and selfconfidence. Always be neat, well
groomed. Always be generally interested with your guest. Always greet your guest warmly and graciously.

Always look directly at them saying, “Good Evening”, (If the guest has been away for a long time and has
just come back say, Good evening madam/ Sir, we missed you Madam/Sir.

Developed by: Marlene A. Balco

 Information Sheet #1 Recognizing and dealing with customers queries

There’s just something about internet users: they are far less forgiving than the folks who opt to use the
phone for the customer service issues.” – Rob Godfellow, Independent consultant, Customer Care

Keep Customers Informed

Beyond responsiveness, Ganz says telecommunication firms should focus on key areas such as making
privacy policies clear and doing a better job interacting with online customers.
Godfellow advises companies to focus on ensuring that they are
responding “quickly, accurately, and intelligently” to all e-mail inquiries

Developed by: Marlene A. Balco

SELF CHECK
Tell whether the following statement/s if it is LEGIT or FAKE. Write your answer on the space provided
before each number.

__________________1. Always be courteous to the guest because they are the “Life Blood” of the hotel or
restaurant.
__________________2. Make a good first impression, walk tall, alertly with grace and selfconfidence.
Always be neat, well groomed. Always be generally interested with your guest. Always greet your guest
warmly and graciously.

__________________3.Use damage tables/chairs as well as service equipment so as not to accident.

__________________4. Quality of Service- measured in terms of ability to conform to acceptable standards

expected by the customers. Food served in wrong containers is not of good quality.

__________________5. In the restaurant, we sell not only food and beverages but also service. Remember
this: customers judge a food service enterprise not only by the quality of food, tableware and décor but also
by the kind of people who serve them.

ANSWER KEY:
1. LEGIT
2. LEGIT
3. FAKE
4. LEGIT
5. LEGIT

Developed by: Marlene A. Balco

LO4. HANDLE CUSTOMER COMPLAINTS, EVALUATION AND
RECOMMENDATIONS

ASSESSMENT CRITERIA:

1. Guests are greeted with a smile and eye-to-eye contact

2. Responsibility for resolving the complaint is taken within limit of responsibility
3. Nature and details of complaint are established and agreed with the customer
4. Appropriate action is taken to resolve the complaint to the customers
satisfaction wherever possible

CONTENTS:

 Communication
- Interactive communication with others
- Interpersonal skills/ social graces with sincerity
 Attitude
- Attentive, patient and cordial
- Eye-to-eye contact
- Maintain teamwork and cooperation
 Interview skills
 Ability to work calmly and unobtrusively effectively
 Guidelines in handling complaints
 Procedures in responding and resolving complaints

CONDITIONS:

The trainees/students must be provided with the following:

Equipment Materials
 LCD Projector (optional)  Books and Videos relating to
 Overhead Projector (optional) customer service and service
 Computer philosophy
 Printer

Developed by: Marlene A. Balco

METHODOLOGIES:

 Lecture
 Demonstration
 Role-play
 Simulation

ASSESSMENT METHODS:

 Written examination
 Practical demonstration

Developed by: Marlene A. Balco

Learning Outcome 3. HANDLE CUSTOMER COMPLAINTS, EVALUATION AND
RECOMMENDATIONS
Learning Activities Special instructions
1. READ INFORMATION SHEETS READ with UNDERSTANDING the following
Recognize and deal with customer queries, INFORMATION SHEETS
requests and problems- Handling customer
complaints, evaluation and recommendation

2. Answer SELF CHECK.

Developed by: Marlene A. Balco

ICS CUSTOMER SERVICE NATIONAL OCCUPATIONAL STANDARDS
2006
Recognize and deal with customer queries, requests and problems
This unit sits within the Customer Service Theme of Handling Problems. This theme covers the behaviors,
processes and approaches that are most effective when handling customer service problems.

What this is about

Providing service to customers generally involves routine jobs that you do so it is important to add that
‘personal touch’ that makes each customer feel special. Sometimes customer ask different questions and
request special treatment. You may be able to help them yourself and you certainly need to know who to
ask for help if necessary. Some customers maybe dissatisfied with the service and may present a problem.
Your job is to recognize that there is a problem and make sure that the appropriate person deals with it.

Customer Service Standard

When you recognize and deal with customer queries, requests and problems you must consistently:

Recognize and deal with customer queries and requests

1. Deal with queries and requests from customers in a positive and professional way.
2. Seek information or help from colleague if you cannot answer your customer’s query or request.
3. Obtain help from a colleague if you are not able to deal with your customer’s request.
4. Always tell your customer what is happenings

Recognize and deal with customer problems

1. Recognize when something is a problem from the customer’s point of view.
2. Do not say or do anything which may make the problem worse
3. Deal with a difficult customer calmly and confidently
4. Recognize when to pass a problem on to an appropriate colleague

Developed by: Marlene A. Balco

5. Pass the problem on to your colleague with the appropriate information
6. Check that customer knows what is happening
7. Check that your colleague is dealing with the situation

Knowledge and understanding

To be competent at recognizing and dealing with customer queries, requests and problems you must know
and understand:
1. Who in the organization is able to give help and information
2. Limits of what they are allowed to do
3. What professional behavior is
4. How to speak to people who are dissatisfied
5. How to deal with difficult people
6. What customers normally expect
7. How to recognize a problem from what a customer says or does
8. What kinds of behaviors/actions would make situations worse
9. The organizational procedures you must follow when you deal with problems or complains
10. Understand the types of behaviors that makes a problem worse

Developed by: Marlene A. Balco

Information Sheet # 2 Handling customer complaints, evaluation and recommendation

There are customers that are hard to please. Some are negativist who attempt to gain attention and
recognition by way of negative comments. If such patrons are not properly handled, the said customers can
make a fuss out of the situation and create a scandal in the dining room. Dining staff must therefore be
knowledgeable and discreet in handling situations.

Here are some tips:

1. Have an open attitude in welcoming objections and negative comments. After all, customers have
right to express their feelings and to get honest and thoughtful responses to what is disturbing them.
Accept the fact that difficult customers are part of the occupational hazards that every hospitality personnel
has to face and accept. Once one has learned to accept this reality, a pro-active, subdued response can be
expected.

2. Ask for details about the objection or comment so that appropriate action can be done.
Customer: Your food is lousy.
Serve: What is that you are not satisfied about with our food?

3. Make the negativist feel that his opinion is important and that he is understood.
This is done by way of acknowledging the objection or comment without expressing explicit disagreement or
defensive or evasive reaction.
I see your point sir “I understand what you mean” Never say: “No, I
don’t agree to that”.

4. Restate the objection. When one restates an objection he can accomplish a number of things. First
of all, he can put the objection into his own words and in the process of doing so, soften the language and
shift the emphasis.
In the following example, the objection is rephrased so it ends up as very effective compliment of the
salesman’s products.
Customer: “I pay only P 35.00 for my beer in Café…”

Developed by: Marlene A. Balco

 “You mean you find our price of beer higher than other bars” “That’s right sir. We charge a little higher but
our bar provides a live band for an entertainment. Doesn’t that make a difference and your
drink more enjoyable?”
Once a server or a salesman is able to reword the objection in more positive terms, the process of
overcoming said objection has already begun. Whenever it takes time to repeat an objection, one is on solid
ground. By rephrasing it, one can be sure that he/she correctly understand and can deal with the objection
appropriately. The prospect is also satisfied that the objection has not been ignored- a circumstance that
can alternate him,.
Relating the objection is the first step in resolving it.

5. Suggest or offer options.

The problem-solving approach particularly in selling suggests that a salesman’s should always be
enthusiastic in offering help in making appropriate suggestions or offering options. An objection them
becomes a mean of helping the prospect or customer explores wiser choice. The objection presents solved.
The way objections are answered must relate to the problem that is being solved. Unless the salesman has
in mind what the problem is, he cannot answer objections in a way that is relevant to the prospect.
Customer: The banquet packages are too expensive.
Salesman: About how much would you consider an ideal package that will suit your budget?
Customer: Perhaps we can adjust to your budget. What if we take the amenities so that we can reduce the
package price? Or would you like our chef design a menu that will suit your budget?
If an objection emanates from the fact that a product does not conform to the taste of expectations of a
customer, offer an alternative that best meet his taste or expectation.
Customer: that’s too heavy for dinner (referring to calorie-rich foods) Attendant: Perhaps it is but we have
light items that perfect for a weight watcher like you. May I suggest a grilled pompano or Lapu-Lapu or
would you go for a shrimp Sinigang instead?

6. Agree, then build on the disagreement

This method is usually referred to a “Yes, but.” One may want to refute an objection and thereby take the
edge off it. The client or customer will more likely to be taken by surprise because he expects the attendant
or salesman to disagree.
Using this technique requires skill. The critical point is switching to the rebuttal after the “Yes, but”. “One
may want to refute an objection but to make it a win-win situation whereby the customer does not feel being
put down or rejected, it is best to acknowledge or agree first to the statement then come out with a rebuttal
or explanation.

Example:
Customer: “Your wines are very expensive”
Captain: “Yes. There are expensive ones and these are the imported items and of premium brand. But they
are certainly the best for a man of fine taste like you. Don’t you think so?

Developed by: Marlene A. Balco

When a customer knows that a salesman and a server appreciates and understands his feeling and point of
view he mellows and becomes willing to listen to and evaluate options offered to him.

Price objections can also succumb to the “Yes, but.” Treatment

Customer: Those menus are more than I can afford.”
Food attendant: “I understand, but we have a number of price ranges. That’s why I want you to consider
what you will be getting for each price level. Then you can decide which price you can afford in terms of
what you will be receiving.”

7. Admit that the objection is valid.

8. There will be times when an objection is perfectly valid in such cases the only thing to do is to admit it.
One who is honest enough to accept shortcomings wins more respect than one who bluffs or is
defensive.
Customer: Your package is not stuffed for a kid’s party.
Salesman: I believe you are right. Children have different taste and it seems the items here do not fit into
their preferences.
Let me have a kids package prepared by our chef and send them to you for approval.
9. If an objection is about the price, acknowledge the objection but highlight the special qualities to the
product/service to justify the price.
More often, it is not really the price that people complain about. It is the thought the service or product is not
worth the price.

Server: “Yes sir, our steak costs a little higher than other restaurants but it is certainly tender and juicy and
comes in sizable portion and accompaniments.”

10. Avoid over-reacting. One must learn to relax and control one’s temper even if the person is shouting
at the peak of his voice.
11. If an objection comment involves a false accusation against the product, service or company,
discreetly refute the accusation without resorting to put down or insulting statements. One way of doing
this is to cite some credible testimonials of well-known users and also by mentioning the product’s
salability or popularity. This can help to change the biased impression about the product or service.
Example:
Customer: I’m disappointed with your Hainanese chicken. It seems that it is not authentically
Japenese.

Developed by: Marlene A. Balco

 Server: I respect your opinion sir. But we receive very favorable comments from our customers. In
fact our Hainanese chicken is one of our salable items.

Never dare to argue nor directly prove him wrong, saying something like:
“How dare you to say that/ we have Japanese chef who prepares
Hainanese chicken.”

“Of course not, we are not of the most authentic Japanese restaurant.”

12. Document all objections and negative comments of customers in a logbook and bring attention of all
concern units of person or present them during operation meeting…

Negative remarks maybe exaggerated but they certainly call to alarm and must be given appropriate
attention.
HANDLING GUEST COMPLAINTS
1. Approach the complaining customer properly as you say:
“Anything I can do for you or May I help you sir?”
2. Listen attentively; let him finish his statement before reacting. If the message is not clear: confirm or
clarify.
“If I got you right sir, you are saying that…”
“I heard you say, the steak is well done, do you mean you ordered something rare or medium well/”
3. Get more details:
Guest : Your service is lousy.
Waiter : What exactly went wrong sir?
: Could you recall the name of the waiter?
: “What particular dish are you referring to?
: “What is it that you are not happy about our food sir?”
4. Be calm and sober even if the customer is rude or shouting at the park of his voice. Be gracious and
courteous no matter how irritating the customer is.

Developed by: Marlene A. Balco

5. Be open minded, accept the fact of his complaints and refrain from being defensive. Acknowledge guest
comments even if he does not seem to be talking sense.
“I see your point sir.” “I understand what you mean.”
“Your comment is well taken sir”
“I have taken note of your complaint sir.”
6. Accept the customer’s feeling, saying something like:
“I can understand how you feel.”
“I can see how irritated you are and I understand why you feel that way”

If the guest is very upset, mad or irritated, pacify the guest by saying the magic words like:
“What can I do to make you feel better?” or
“What can we do to compensate for our deficiency?”
7. Never argue nor disagree or indiscreetly prove the customer wrong. If the comment is an unsound
accusation, raise your point by using the Yes-but technique. Acknowledge his comments first before
presenting your point.

“I can see that you are not satisfied with our Bicol Express, and respect your comments. However
many of our guests seem to like the recipe of our chef has prepared. In fact, this dish is one of our
best sellers.”

8. If Service is faulty, apologize.

“I am sorry for what happened.”

9. Settle sensitive matters or problems in private so as not to be place the guest in an embarrassing
situation. Example, declined credit card, shortage of cash payment, suspended signing privilege, etc.

The matter should be referred to supervisor who will ask waiter to request the guest to see you at the
counter.
Do not say: “My supervisor is calling for you”.

10. Never pass the back (blame) on another person or department in an effort to depend oneself;

Developed by: Marlene A. Balco

11. If the guest is very upset; does not want to accept apologies or is making a fuss out of petty matters
or cannot be pacified, call the supervisor or the manager.

12. Should a complaint require a delicate decision or action, or a request that run counter to some
business policies like discount or waiving service charger, etc. refer to the supervisor.
The waiter should tell the guest: “I’m sorry sir but I am not authorized to decide on this matter, may I refer
you to my supervisor?”

13. Take appropriate action immediately and assure the complaining customer that his concern is being
taken seriously and that corrective action shall be taken.
• When the food is spoiled, contaminated with the foreign objector has foul smell, change it and
waive charges for the change item.

• When the complaint is about the taste of the food that is not acceptable to the guest, but said item
is not spoiled nor contaminated, just acknowledge and apologize but a change it is not necessary.
“I’m sorry about that sir, I’ll take your comments and I shall inform the chef about it. Thank you for
your comments”.
• When the customer is exhibiting scandalous behavior like shouting or uttering provocative
statements alert the security officer and get security assistance especially when violent reactions
are already displayed. However, the security officer must be discreet in dealing with the customer.
• Before the security staff take over, the headwaiter must try to pacify the customer first, get him
away from the dining area and talk to him private.

14. Show appreciation rather than irritation upon receiving a complaint or negative remark.

“Thank you sir for bringing this matter to our attention”

“I have taken note of your comments sir. Thank you for calling our attention. We will so to it that it won’t
happen again”

Developed by: Marlene A. Balco

FEEDBACK MECHANISM

A Mechanism for gathering feedback regarding guests comments suggestions, complaints and concerns.

CUSTOMER FEEDBACK can be solicited through:

• Banquet appraisal form- for banquet functions

• Suggestion box or sample survey form
• Direct feedback solicited from guests during or after meals
• Direct feedback form banquet organizers

These feedbacks must be documented in a logbook and summarized. They should also be communicated
to all concerned officers and staff and to be discussed during meetings and briefing so that the staff should
be alerted of operational deficiencies and that remedial measure can be taken.

Developed by: Marlene A. Balco

SELF CHECK

IDENTIFICATION: Identify the following statement/s. Write your answer on the space provided.

_____________________________1.This refers for gathering feedback regarding guests comments

suggestions, complaints and concerns.

_____________________________2. approach particularly in selling suggests that a salesman’s should

always be enthusiastic in offering help in making appropriate suggestions or offering options.

Providing service to customers generally involves routine jobs that you do so it is important to add that
____________________________3.that makes each customer feel special. Sometimes customer ask
different questions and request special treatment.

___________________________4.This unit sits within the Customer Service Theme of Handling Problems.
This theme covers the behaviors, processes and approaches that are most effective when handling
customer service problems.
___________________________5. This method is usually referred to a “Yes, but.” One may want to refute
an objection and thereby take the edge off it.

ANSWER KEY:

1. FEEDBACK MECHANISM

2.PROBLEM SOLVING

3. PERSONAL TOUCH

4. ICS

5. AGREE/DISAGREE

Developed by: Marlene A. Balco

REFERENCES AND READINGS

1. Public speaking skills for Success, Thomas J. Farrell, Maureen M. Farrell,

Johnson & Waters University
2. Food Service and Bartending by Amelia Samson-Roldan and Benito Tangonan-Edica.
3. Etiquette from Wikipedia, the free encyclopedia
4. ICS Customer Service National Occupational Standards
©Institute of Customer Service- Approved 25 th January 2006
5. Common module entitled: Provide Effective Customer Service developed on April 7, 2008 by Matilde R.
Aranjuez, Aurea I. Martinez, and Gema Aguillon, trainers of Agusan del Sur School of Arts and Trades

Developed by: Marlene A. Balco