q4 Eceive Handle Guest Concern Until Record Complaints

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Q4 ( Eceive & Handle Guest Concern until Record

Complaints
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Quarter 4– Module 6: Receive and Handle Guest Concern
First Edition, 2019
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Authors:
Authors: Edna D. Trinidad MT-I and Edna D. V.
Dimple Trinidad MT-I
Maraňan, T-II
Dimple V. Maraňan, T-II
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Food and
Beverage
Services
Quarter 4 – Module 6:
Receive and Handle
Guest Concerns
This instructional material was collaboratively developed and reviewed by

educators from public and private schools, colleges, and/or universities. We
encourage teachers and other education stakeholders to email their feedback,
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We value your feedback and recommendations.

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Department of Education Republic of the Philippines

TABLE OF CONTENTS
Page
COVER PAGE
COPYRIGHT PAGE
TABLE OF CONTENTS
TITLE PAGE
Lesson 1 – Listen to the Customer’s Complaint 1
Introduction 1
Pre – Test 2
Definition of Terms Review 4
4
Customer and Service 4
Enrichment Activity 5
Generalization 8
Activity 1 8
Activity 1.2 Activity 9
1.3 9
Lesson 2 – Apologize to the Customer 10
Definition of Terms 10
Review 10
Activity 11
Enrichment Activity 12
Generalization 13
Activity 1 13
Lesson 3 – Take Proper Action on the Complaint 15
Review 16
Activity 3.1 16
Customer Complaint 17
Self-Check 3.1 20
Activity 3.2 20
Generalization 21
Activity 3.3 21
Lesson 4 – Record Complaints 23

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Review 23
Activity 24
Types of Complaining Guests 24
Customer Service or Customer Care 25
Self-Check 4.1 25
Activity 4.2 26
Generalization 27
Activity 4.3 27
Assessment 28
Reference 31

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Lesson
FBS: Listen to the Customer’s
1
Complaint
Hello again dear learners, do you have any idea on what to learn today?
Are you excited to learn new lesson? Well then, I will give you a hint by
completing this tag line “ . . . . are always right”…Yes you made it! If you’re
thinking of CUSTOMER, then you are correct! Dealing a customer is like working
new acquaintances. It is challenging yet fullfilling. So, what are you waiting for?
START
LEARNING NOW!
What I Need to Know
This module contains the lesson in good services and relations to

customers in all kinds of business. This will give the learners an idea on how to
deal with customers in order to build trust, loyalty and satisfaction of the services
they have experienced. Also, this will give the learners a knowledge on how to
communicate effectively in order to avoid problems and challenges. It also
teaches them the value of work by planning a good customer service.
This module is about Receiving and Handling Guest Concerns. It consists of the
following lessons:
• Lesson 1. Listen to the Customer’s Complaint

• Lesson 2. Apologize to the Customer
• Lesson 3. Take Proper Action on the Complaint
• Lesson 4. Record Complaint
After completing this module, you are expected to:
1. explain the core concepts of receiving and handling guest concerns;

2. discuss the relevance of the course;
3. appreciate the significance of receiving and handling guest concerns in every
workplace;
4. value the importance of receiving and handling guest concerns; and
5. apply skills learned on how to maintain good customer relation.

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To achieve the set objectives of this module, follow the instructions below:
1. Read and follow instructions carefully.

2. Answer the pretest before you go to the lesson proper.
3. Jot notes and record points for clarification.
4. Check your own answers. Compare it to the key to answer found at the end of
the module.
5. Perform the activities designed to fully understand the lesson.
6. Answer the assessment to know how much you have learned in each lesson.
7. Take the post-test after going through the entire module.
What I Know
Pre-Test:
Instructions: Read the following test items below. Select the correct answer from
the given choices and write the letter only of your answer in your activity notebook.
1. It means providing a quality product or service that satisfies the needs and
wants of a customer and keeps them coming back.
A. Service
B. Customer relation
C. Customer service D. Customers
2. They are the people who need our help, assistance and care of their needs.
A. Service
B. Customer relations
C. Customer service
D. Customers
3. The way a business relates to its customers, clientele and patrons.
A. Service
B. Customer relations
C. Customer service
D. Customers
4. It is not only limited to or an exchange of monies for goods or services; it
should provide the customer satisfactions, not just content but actually happy.
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A. Service B. Customer relations

C. Customer service
D. Customers
5. It means taking an extra step to help without being asked.

A. Good service
B. Good customer relations C. Good customer service
D. Good customers
6. It means viewing the customer as the most important part of your job.
A. Good customer service approach
B. Customer friendly approach
C. Good customer relation approach
D. Customer – Boss approach
7. “Wear your best ……..” in welcoming the customers.
A. dress
B. make-up
C. smile
D. hat
8. A happy and satisfied customers are the best advertisers of your business.
A. grateful Costumer
B. evangelist Costumer
C. empathic Costumer
D. honest Customer
9. This refers to an unjust or harmful action of a person to other person.
A. apologize
B. disservice
C. grateful
D. empathize
10. It is an expression of regrets for something done wrong.
A. empathize
B. grateful
C. apologize
D. disservice

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Definition of Terms
Term Definition
Customers Are the people who need help, assistance and care of
their needs
Service It is not only limited to or an exchange of monies for
goods or services; it should provide the customer a
satisfaction.
Costumer’s relation The way a business relates to its customers, clientele
and patrons
Customer Service It means providing a quality product or service that
satisfies the needs/wants of a customer and keeps them
coming back
Dwindling business decrease, lessen, diminish, reduce
What’s In
1. Recall how the process of room service ordering through

telephone call.
2. Discuss the room service procedure upon entering the room.
What’s New
Customer and Service
After completing the lesson, the learners are expected to:
• recognize customer and services;

• appreciate the significance of a customer in a business; and
• apply the skills learned in good services.
“There is only one boss, and whether a person shines shoes for a living
or heads up the biggest corporation in the world, the boss remains the same.
It is

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the customer! The customer is the person who pays everyone’s salary and who
decides whether a business is going to succeed or fail. In fact, the customer
can fire everybody in the company!
Sam M. Walton, CEO Wal-Mart
What is It
The “Customers are always right!”
Do you agree with this cliché?

Is this true in all situations?
As a food chain industry worker soon, you need to

know how to talk, empress, deliver good standard,
and design good customer services.
What’s More
Customers are individuals who need your assistance. They are the reason
you have a job.
Customers want to pay a reasonable price for good and quality service or
products, and feel satisfied on how much they have paid for a service/product
they received. They want someone to take care and understand their needs and
help answer them.
Good customer service is all about the attitude and skills of the host by
extending that extra step to help without being asked!
How you define “SERVICE”?
Service is not only limited to or an exchange of monies for goods or

service. It should provide the customer with happiness and satisfaction more than
a product or action taken. A happy and satisfied customer will continue to be a
buying customer and a returning customer. This is the overall point of customer
service.

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Customers’ demands
Developing a Customer Friendly Approach
The cliché,
“The customer is always right”
…is derived from this customer

friendly environment.
Promoting a customer-friendly service is one

commonality of business industries that provide good
service in the development of a system and attitude.
Being “customer friendly,” means considering

the customer as the most vital part of your job.
To communicate and develop relationships are

the two main tasks of successful customer
relations.
They don’t take a huge effort, but don’t happen directly
either. Having a positive dialogue/communication with
your customers and developing ongoing relationships
with them are perhaps the two most important qualities to strive for in customer
service.
What does customer service mean?
Customer service means providing a quality product or service that contents the
needs/wants of a customer and keeps them coming back. Good customer service
means much more – it means continued success, increased profits, higher job
satisfaction, improved company or organization morale, better teamwork, and
market expansion of services/products.

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Good customer service results to consumer satisfaction, return of customers, and

growth in business while poor customer service, except for monopolistic
strongholds, generally results to consumer dissatisfaction, lack of returning
customers and dwindling business. Professional Qualities in Customer Service
• Friendliness – the simplest quality which is associated with courtesy and

politeness.
• Empathy – the customer needs to know that the service provider
understands their wants and circumstances.
• Fairness – the customer wants to feel they receive sufficient attention and
reasonable answers.
• Control – the customer wants to feel his/her wants and input has impact on
the outcome.
• Information – customers want to distinguish about products and services in
a pertinent and time-sensitive manner.
Attitude Checklist
What attitudes assist in providing good service?
• Enjoy helping people
• Handle people well
• Care for your customers
• Give fair and equal treatment to all
• Be understanding of people with special needs
Greeting Customers
• Be attentive and acknowledge a person as soon as they appear, even if

you’re busy
• SMILE!
• Establish eye contact
• Tell them your name
• Ask how you can help
• Give the customer your full attention
• Be polite and courteous
Establishing Rapport
What does good rapport feel like?
Practice greeting someone

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✓ Make the customer feel comfortable

✓ Make the customer feel important and valued
✓ Use empathy
What I Have Learned
Costumers are the individuals who need your assistance and care. Good
customer service is the best attitude and skills to keep by every wait staff.
Customer service means providing a quality product or service that satisfies the
needs/wants of a customer and keeps them coming back.
Being a “customer friendly,” would mean seeing the customers as the key
part of the services. A happy and satisfied customer will continue to be a buying
customer and a returning customer. This is said to be the overall point of customer
service.
What I Can Do
Activity 1.
Directions: Read and answer the questions below. Write your answer on your activity
notebook.
1. How to keep the customers from coming back?

2. Why do customers demand for good services?
Criteria in Essay Writing
Performance of the learners will be rated based on the following criteria:

Criteria 5 4 3 2 1
Excellent Very Satisfactory Moderately Good
Satisfactory Satisfactory
Content/Thought

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Organization
Grammar/Spelling
Additional Activities
Activity 1.2
Directions: Read and answer the questions below. Write your answer in your
activity notebook.
1. Do you agree that “Customers are always right?” Why or why not?
2. How will you apply the “customer friendly approach” to your clients?
Elaborate your answer.

Criteria 5 4 3 2 1
Content/Thought
Organization
Grammar/Spelling
Activity 1.3: Simulation (Group Activity)
Instructions: Form a group with 3 members. Dramatize the situation given

below. Each group will be given 5 minutes to prepare.
Situation 1. Welcoming guests in your work place (restaurant). Apply your

good customer service skills.
Rubric in ROLE PLAYING
Performance of the learners will be rated based on the rubrics:

Descriptions Score
Performed 100% of the given tasks 5

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Did not perform the given tasks 1
Lesson
FBS: Apologize to the Customer
2
What I Need to Know
After completing this module, you are expected to:
• offer a sincere apology for the disservice;

• show empathy with genuine concern and consideration to
the guest;
• avoid excuses or blaming others; and
• express gratitude to the guest for bringing matter up for
attention.
Definition of Terms
Term Definition
Apologize An expression of regrets for something done wrong
Costumer evangelist refers to the customers actions voluntarily of actively
spreading the good words to their friends and relatives
about your services.
disservice refers to an unjust or harmful action
empathy It is the ability to share someone else’s feelings or
experiences by imagining what it would be like to
be in that person’s situation.
gratitude It is a strong feeling of appreciation to someone who has
done good or help
What’s In
1. Who are your customers?
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2. Explain the concept of a good customer service.
What’s New
“A complaining customer can be your best

opportunity
to show how good you are . . . and create
a customer evangelist”
-Shep
Hyken
Can you share your insights from the quote above?
What does a costumer evangelist mean?
As a wait staff, our main responsibilities are to take orders, serve foods
and beverages to guests. Also, we make sure that we give good services,
satisfactions and to ensure they are enjoying their meals and take action to correct
any problems.
What is It
Look at the pictures below. Observe and share your insights of

the picture.
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As a restaurant worker, how will you react and deal on this situation?
What’s More
In a situation like this, it is very vital for the management to consider

communicating with the customer. All restaurants are inevitably to deal with
scenario on customer complaints. No matter how hard you to try to satisfy your
customers, still something will go wrong that is beyond our control. Unexpected
mistakes may happen. Some customers are hard to please and will complain if
they are not fully satisfied. Unfortunately, restaurants have to deal with these
complaints whether it is their fault or not. Customer believe that they have the right
to complain and they expect an apology. This of course will not prevent you from
becoming angry, despite of your best efforts, the customers are still hostile. But
just the same, you can still send them some courteous notes. Be ready to show
concern and empathy to their situation.
Below are some of the words used in apologizing the guest:
1. “I understand how you feel”

2. “I see, I apologize, I am sorry”
3. “I can see how you might feel the way”
4. “I understand you are not happy about the wait sir, but we are working as fast
as we can to get you a table”
5. “We really appreciate your patience and willingness to wait”
6. “Perhaps you would like to have a drink and 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.
The LAST Approach
This approach or actions help your calm down the unhappy customer.
L-ISTEN to the customers’ problem/complaints. Give them your full

attention while they are talking and show sincerity that you care, feel them and that
you are willing to help.
A-POLOGIZE. Let them feel that you are sorry of his bad experiences.
S-OLVE the problem. If you don’t know how to resolve it, then call somebody
to help you. You may call the manager for assistance.
T-HANK the customer for bringing the concern and calling your attention.
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What I Have Learned
Good Customer service and satisfactions are the main concern of a

business. As a wait staff, it is very important to know how to deal with customers
so that they will feel happy and comfortable. But sometimes, there are
unexpected situation that we encounter. Some customers are hard to please and
will complain if they are not fully satisfied and we have to deal with these
complaints whether it is their fault. Customer believe that they have the right to
complain and they expect an apology. Of course, this will not prevent you from
becoming angry, despite of your best efforts, the customers are still aggressive.
What I Can Do
Activity 1.
Directions: Imagine you are the wait staff in the picture. Label each picture below
using the L.A.S.T. approach and write a sample words/sentences on “What to say
3.
4.
to the customers”.
1.
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2.

Criteria 5 4 3 2 1
Content/Thought
Organization
Grammar/Spelling
Lesson
FBS: Take Proper Action on
3
the Complaint
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Hello! dear learners! I know you are excited about what you will do today.
Have you ever thought of the reasons why some customers complain about the
food being served? Simply because they are not that satisfied about the services
being offered to them. So, what are yo waiting for? START LEARNING NOW!
What I Need to Know
This lesson will help you understand why the customers complaint and
understand each customer’s behavior and attitudes, and take proper action on
the complaint.
After reading this module, you are expected to:
1. Take appropriate action regarding guest’s concerns;

2. Inform the right person or department for the proper action;
3. Elevate or refer difficult situation or serious concerns to higher authority; 4.
Follow up and check if the problem is solved or not; and
5. Identify the types of complaining guests.
To achieve the set objectives of this lesson, follow the instructions below.
1. Read the directions carefully.

2. Accomplish if there are given activities in this module and check how well
you understand it.
3. Always use your Activity Notebook in answering the activities. Good luck!
Let your journey on this new lesson begin.
What’s In
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Can you recall the LAST approach of good customer service? What are those?
___________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
What’s New
Activity 3.1
What can you say about the picture?
Can you guess what is happening?
What do you think is the reason why the woman is yelling to someone?
What is customer complaint?
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What is It
Don’t Avoid Customer Complaints. Manage Them.” - Linda

Sherman
How will you react on this statement? Do you find it true to all situations?
Whether you agree or disagree, one must be able to manage complaints
promptly.
Below are the procedures on how to take proper action on a complaint and how
to resolve it.
Customer Complaint
A customer complaint is an expression of dissatisfaction on a consumer’s

behalf to a responsible party Dealing a customer is like working new
acquaintances. It is challenging yet fullfilling.
Customers always feel bad when their concerns are not properly taken
concrete action. Apologizing to the guest matters a lot to them. As they would feel
that they are given importance. A. Listen to the Guest. In listening to guest,
there are factors to be considered.
The Guest Related Attendant or any of the staff who will handle such
concern will observe some factors;
• Follow the sequence of events leading to the guest’s complaints
• Try to understand the guests point of view
• Determine the guest’s overriding concerns
• Use eye contact and open body language
• Allow the guest plenty time to explain
B. Determine a Solution. Any complaint without giving concrete solution is

useless. Certain factors have to be considered;
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• Go over all available options in your mind

• Consider the facts and guidelines of the restaurants
• Select the two (2) best possible solutions and present them to the
guest
• Possible solution to guest’s problems are:
✓ Re-make the order
✓ Re order new item
✓ Remove the item from the check
C. Agree to a Solution. Once solution is given, the customer and the staff must
agree to a solution given. Certain ways are encouraged to do;
• Ask the guest to choose the solution that best accommodates his/her
needs.
• Check if the solution preferred by the guest is feasible for you to agree
on.
• Make sure the guest is pleased with the solution
• Remain calm and pleasant.
D. Take Action. As there is a certain saying “Customers are always right”, their
concern has to be properly give concrete solution. With that, things are tio be
considered such as;
• Prioritize the expedite action to solve the problem.
• Ensure that the solution is clearly explained. Stress its importance and
urgency.
E. Follow Up
• Once the action has been completed, always follow up the guest. Make
sure he/she is satisfied with the solution. If unhappy guests do not
complain, they do not come back. If guest’s complaints go unresolved,
they do not come back. But if guest’s complaints are resolved quickly,
there is a 95% chance that they will come back again.
F. Prompt Action is a Must

• It is important that you deal immediately with a disgruntled restaurant
guest. Delaying your response and keeping the angry customer waiting
will only complicate the situation. A customer’s problem is the first
priority and not to be written in the “To do lists” of the day.
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The following are some ways of taking action on the complaint:
• Promise to do all you can to solve the problem. It is often better to

refund, retreat, and restore guest confidence than to have that
guest tell all their friends (and others) about their bad experience.
• Follow through on your promise to act. In most cases, customers
want to see that their feedback will make a difference and improve
the experience of others.
• Explain to the customer all the steps and/or actions you can do to
resolve the problem. Agree on how, where, and how often updates
will be given during the whole promise.
• Ask the customer how he would like his problem to be solved. What
most customers want is a fair deal.
• If the solution is beyond your capabilities, refer it to the manager or
to a supervisor, but never disown the problem.
• If the customer’s request is not feasible, offer him another alternate
solution s to a problem. Not all people settle to the same solution.
• Embrace the complaint. Do not ask yourself if it has to do with your
job function. The customer complained to you, so this complaint as
“yours” and it’s you responsibility to solve it.
• Go the extra mile. Offer freebies if possible. Offer the customer
some kind of retribution for his bad experience. It doesn’t need to
be monetary, but it has to be valuable.
What can I offer to

my guest after the
complaint?
Here are some quick freebies that you can give customers that will not
cost you much money, but will go a long way to assure future business:
1. Free round of drinks

2. Free dessert
3. Gift Certificate for a future visit
4. Merchandise, such as beer glass or T-shirts
5. Take a certain percent of their meal.
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Make sure to contact the customer to inform them that the problem has
been solved.
What’ s More
SELF CHECK 3.1
Direction: TRUE or FALSE. Write TRUE if the statement is correct and FALSE
if it is incorrect. Write the answers in your answer sheets.
__________1. Do not take offense when a guest complains.
__________2. Thank the guest for bringing up this matter.
__________3. The problem should be followed up to check whether it is solve or

not.
__________4. Complaints are documented according to the establishment

standard procedures.
__________5. Persons concerned are recognized and actions taken are

recorded. Activity 3.2
ESSAY WRITING. Write a short essay answering the following questions;

1. Why is it important to deal with complaining guest immediately?
2. What do you mean by going ‘extra mile’? Give example.
3. In your own words, explain briefly the procedure in handling guest
complaints
RUBRICS FOR SCORING
5 – If all of the necessary information is correctly identified

4- If almost all of the necessary information is correctly identified
3- If some of the necessary information are correctly identified
2- If few of the necessary information are
correctly identified
1- If none of the necessary information is
correctly identified
What I Have Learned
Customer service is an integral part of every industry. It is

where the industry will come to evaluate and assist the efficiency of its
service. Thus, customer complaints are vital and it is a package deal of
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vital part of the system. Without complaints, one’s industry cannot be

tested and measured.
Customers is the heart of every industry. It is very important to know how to

take actions of their complaints properly. They are taken cared of like precious
jewels as they can be a great tool fo the failure and success of one’s industry.
What I Can Do
Activity 3.3
In your community, conduct an interview to a restaurant owner/ staff or any

industry that relates to food business. Jot down the possible causes of customer
complaints. Record their way of handling their customer.
Information needed for Interview:
1. Name of the Industry/Company

2. Address of the Industry
3. Name of Interviewee
4. Contact Number of the Interviewee
Guide Questions:
1. Do you have any experienced of customer complaints?

2. What are some causes of their complaints?
3. How did you handle such complaints?
4. Are there cases where complaints are not acted properly? Please explain
situation.
5. What significant learnings/ realizations have you learned from those
experiences?
RUBRICS FOR SCORING

2- If few of the necessary information are correctly identified
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2- If none of the necessary information is correctly identified
Lesson
FBS: Record Complaints
4
WHAT I NEED TO KNOW

This lesson will help you understand why the customers complaints are
needed to be recorded. This will also help you identify the types of
complaining guests.
After reading this lesson, you are expected to:
1. Document complaints according to establishment standard procedures;
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2. Recognize persons concern and record actions taken log and gather
feedback received from the guests.
What’s In Can you recall the freebies commonly offered in
the food service?
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________
If you happened to be the customer who is making the complaint,

among the freebies, which one would you prefer? Why?
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________
Activity 4.1
Situation: What’s New
You happened to be waiter of a very famous restaurant in your place. A customer

with her date had just seated down and order foods. When foods were on the
table, the customer yelled and shouted at you for serving the wrong food they
ordered. He wanted to see your manager for having such mess. What will you do?
________________________________________________________________
________________________________________________________________
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________________________________________________________________
________________________________________________________________
What is It
We all hate restaurant guest’s complaints, yet they are part of the business.
Whatever the problem was, you need to realize one thing right off, that for every
person who complains about something, there are more guests who have the
same experience, but just not having said anything.
To address the complaints of an establishment, one must be familiar with

the types of complaining guests.
Types of Complaining Guests

A. The Volcano
• Erupts suddenly
• Insults you personally
• Eager to pick a fight with you
B. The Know it All
• Acts as if he knows everything in terms of food and service
• Threatens by name dropping on famous people and
politicians.
C. The Foreigner
• Very difficult to communicate with
• Cannot explain their problem fully and cannot understand the
solution you are suggesting
D. The Rambler
• Relishes the chance to speak to someone or anyone.
• Refuses to get to the point but talks on and on about
irrelevances.
E. The Clams
• Will not talk, but is obviously dissatisfied and problematic
• You have to work extra hard to be able to give what they
need because they will not talk
F. The Free-loader
• Will complain so as to get freebies
• Will usually complain about even the smallest details or will
make up complaints
• Will definitely demand that their meal be on the house
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Although you may feel that the complaining guest was in pain,
you need to correct the problem immediately and make sure you
care them too!
Customer Service or Customer Care
In today’s digital age, there’s no way of knowing exactly where a customer will
choose to voice a complaint. From traditional hotline numbers and online
feedback forms of social media, the internet is the customer’s oyster as far as the
problem is concerned.
Customer service clientele should monitor as many media as possible to make

sure all the bases are covered and no complaint goes unnoticed. Of course,
direct communication is always ideal and if customer’s contact information is
given, the issue should be dealt with on a personal basis. Once the complaint is
resolved, potential customers may visit the site in the future.
What’s More
SELF CHECK 4.1
Direction: Write the letter that corresponds to your answer. Write your answer in
you Activity Notebook
___1. What type of complaining client wherein the will complain so as to get
freebies?
A. The Free loader C. The foreigner
B. The Clams D. The Know it All
___2. What kind of complaining client who will not talk, but is obviously dissatisfied
and problematic?
A. The Volcano C. The Free Loader

B. The Clams D. The Rambler
___3. This kind of complaining client acts as if he knows everything in terms of food
and service. What kind of customer is he?
A. The Foreigner C. The Free Loader

___4. Which among these complaining client cannot explain their problem fully and
cannot understand the solution you are suggesting?
A. The Rambler C. The Foreigner

25

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___5. What do you call to a complaining client who refuses to get to the point but
talks on and on about irrelevances?
A. The Rambler C. The Free Loader

B. The Clams D. The Volcano
Activity 4. 2
Among the Six (6) types of Complaining guest, choose at least three (3) and fill in
the required information. Write your answer in your Activity Notebook.
TYPES OF SITUATION PROPER ACTION

COMPLAINING GUEST TAKEN
1.
2.
3.
CRITERIA FOR SCORING
Objectivity ( questions are not bias) - 25%
Simplicity (words are simple & understandable) - 25%
Flow of thought (questions are correlated) - 25%
Originality (sentence construction are original) - 25%
Total - 100%
What I Have Learned
Knowing and understanding one’s attitudes and behavior

among workers are very essential. Whether we like it or not, customer
complaints are part of the business Thus, understanding each type of
complaining client too, will guide the customer service and will enable them
to find immediate and alternative solutions to one’s complaints. Taking
records of every complaints must be properly observed as this will prevent
these complaints not to happen again, or at least minimize their
occurrences.
As today’s digital world, it is more convenient for a customer service to

follow up and trace customers who filed complaints and will maintain good and
strong linkages between customer and industry. So, no matter what the customer
complaint is, whether it is intentional or unintentional, it must be dealt properly
and taken proper action immediately.
26

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What Can I Do
Activity 4.3
Essay: Write an essay on the following the problems. Write your answer in your
activity notebook.
1. What is the importance of guest’s complaints in business?

2. Explain the importance of recording and monitoring guest complaint
RUBRICS FOR SCORING

2- If few of the necessary information are correctly identified
3- If none of the necessary information is correctly identified
ASSESSMENT
Directions. Write the corresponding letter of your correct answer on your activity
notebook.
1. The following are to be considered if the guest complains; EXCEPT

A. Apologize to the guest
B. Try to understand the guest point of view
C. Determine the guest’s concern
D. Report the guest to the authority to document his/her concerns
2. After knowing the guest’s overriding concern, what are the ways to determine
its solution?
A. Consider the facts and the guidelines of the restaurants
B. Go over all available options in your mind
27

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C. Select the best solution you can think and present them to the guest D. All
of the above
3. What is the best thing to do if you and the guest come up and agree to a
solution of his/her complaint?
A. Make sure that the guest is pleased with the solution
B. Document the agreement and ask for additional charges for a possible
expense in coming up to the solution given
C. Immediately take appropriate action and report to the authority
D. Give the guest freebies as compliment for the solution
4. Which of the following are some ways of acting on the complaint?
A. Promise to do all you can to solve the problem and refer it to the
immediate supervisor if the solution is beyond your capabilities.
B. If the customer’s request not feasible, offer him/her alternate solutions to
the problem
C. Go extra mile and embrace the complaint. Customer is always right. D. All
of the above
5. Some are additional freebies you can offer to a guest for her/his bad
experience; EXCEPT
A. Gift certificate for future visit
B. Free round of drinks or free dessert
C. Additional cash or money
D. Take a certain percent of their meal
6. When a certain guest erupts suddenly and insults you personally in his
complaint, what type of complaining guest is he?
A. The Free Loader
B. The Volcano
C. The know it All
D. The Rambler
7. If a guest will not talk but is obviously dissatisfied and problematic with your
service, what kind of complaining guest is he?
A. The Clam
B. The Foreigner
C. The free Loader
D. The Know It All
8. The guest call the attendant for complaint. He started to threaten by name
dropping on famous people and politicians because he was dissatisfied of the
service. What kind of complaining guest is he?
A. The Know it All
B. The Volcano
C. The Rambler
D. The Clam
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9. Some establishments contact the customer who made a complaint few days
later to make sure they are satisfied with the way problem was solved. This
process is called___ A. Follow Up
B. Monitoring satisfaction
C. Remembering the guest
D. Data Recording
10. What do you call to a traditional hotline numbers and online feedback form of
social media? A. Customer Complaints
B. Customers Satisfaction
C. Customer Service
D. Customer Feedback
Answer Key
Pre- test Post - Test

B 1
B 2
C 3
C 4
D 5
A 6
B 7
29
C 8
B 9
B 10

C 1 lOMoARcPSD|27578141
D 2
B 3
A 4
C 5
B 6
C 7 Lesson 3.1
B 8
TRUE 1
B 09
TRUE C2 1
TRUE 3
TRUE 4
TRUE 5
Lesson 4. 1
A 1
B 2
D 3
C 4
A 5
References:
Internet Resources:
https://www.geog.cam.ac.uk/research/projects/insectfarming/StaffCapacityBuildin
g.pdf https://smallbusiness.chron.com/customer-relations-43230.html
https://www.slideshare.net/ChristianJaromamay1/cblm-for-food-
beverageservices-nc-ii
https://www.quotemaster.org/customer+complaint#&gid=1&pid=10
https://dictionary.cambridge.org/us/dictionary/english/disservice
Book:
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Arcos, Cristeta M., Flores, Jelly M., and Yu, Evangeline V. Food and Beverage
Services Manual: Technical-Vocational-Livelihood- Home Economics
First
Edition – Department of Education – Bureau of Learning Resources.
Pasig City, Philippines: Sunshine Interlinks Publishing House, Inc 2017.
31

lOMoARcPSD|27578141

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Q4 ( Eceive & Handle Guest Concern until Record

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Food and Beverage Services – Senior High School

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Published by the Department of Education

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This instructional material was collaboratively developed and reviewed by

We value your feedback and recommendations.

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Department of Education Republic of the Philippines

Lesson 1 – Listen to the Customer’s Complaint 1

Lesson 2 – Apologize to the Customer 10

Lesson 3 – Take Proper Action on the Complaint 15

Lesson 4 – Record Complaints 23

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What I Need to Know

This module contains the lesson in good services and relations to

• Lesson 1. Listen to the Customer’s Complaint

After completing this module, you are expected to:

1. explain the core concepts of receiving and handling guest concerns;

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1. Read and follow instructions carefully.

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A. Service B. Customer relations

5. It means taking an extra step to help without being asked.

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1. Recall how the process of room service ordering through

Customer and Service

After completing the lesson, the learners are expected to:

• recognize customer and services;

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Sam M. Walton, CEO Wal-Mart

The “Customers are always right!”

Do you agree with this cliché?

As a food chain industry worker soon, you need to

How you define “SERVICE”?

Service is not only limited to or an exchange of monies for goods or

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Developing a Customer Friendly Approach

“The customer is always right”

…is derived from this customer

Promoting a customer-friendly service is one

Being “customer friendly,” means considering

To communicate and develop relationships are

What does customer service mean?

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Good customer service results to consumer satisfaction, return of customers, and

• Friendliness – the simplest quality which is associated with courtesy and

What attitudes assist in providing good service?

• Enjoy helping people

• Handle people well

• Care for your customers

• Give fair and equal treatment to all

• Be understanding of people with special needs

• Be attentive and acknowledge a person as soon as they appear, even if

What does good rapport feel like?