CBLM 1

HOW TO USE THIS COMPETENCY- BASED LEARNING MATERIALS
Welcome!
The unit of competency, Receive and handle guest concerns, is one of the
competencies of “FOOD AND BEVERAGE SERVICES NC II, a course which
comprises the knowledge, skills and attitudes required for a TVET trainer to
possess.
The module, “Receive and handle guest concerns”, contains training materials
and activities related on how to handle guest concerns and complaints, In this
module, you are required to go through a series of learning activities in order
to complete each learning outcome. In each learning outcome are
Information Sheets, Self-Checks, Operation Sheets and Task/Job
Sheets. Follow and perform the activities on your own. If you have questions,
do not hesitate to ask for assistance from your facilitator.
Remember to:
• Work through all the information and complete the activities in each 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 be your supervisor or manager. He is
there to support you and show you the correct way to do things.
• You will be given plenty of opportunities to ask questions and practice on
the job. Make sure you practice your new skills during regular work shifts.
This way, you will improve your speed, memory and your confidence.
• Use the Self-Checks, Operation Sheets or Task or Job Sheets at the end of
each section to test your own progress. Use the Performance Criteria Checklist
or Procedural Checklist located after the sheet to check your own
performance.
• When you feel confident that you have had sufficient practice, ask your
Trainer to evaluate you. The results of your assessment will be recorded in
your Progress Chart and Accomplishment Chart.
QUALIFICATION: Date Developed: Document No.

Food and Beverages NCII October 17, 2019 Food and Beverages NCII UC6 –LO1
UNIT OF COMPETENCY: Receive

and Handle Guests concerns
Developed by: Page
Samantha A. Saunders Issued by: TESDA 1

FOOD AND BEVERAGE SERVICE NC II
COMPETENCY-BASED LEARNING MATERIALS
List of Competencies
No. Unit of Competency Module Title Code
1. Prepare the dining Preparing the dining

room/restaurant area room/restaurant area TRS512387
for service for service
2. Welcome guests and Welcome guests and TRS512388

take food and beverage take food and beverage
orders orders
3. Promote food and Promote food and TRS512389

beverage products beverage products
4. Provide food and Provide food and TRS512390

beverage services to beverage services to
guests guests
5. Provide room service Provide room service TRS512391
6. Receive and handle Receive and handle TRS512392

guest concerns guest concerns


Developed by: Page

MODULE CONTENT
UNIT OF COMPETENCY : RECEIVE AND HANDLE GUEST CONCERNS

MODULE TITLE : RECEIVE AND HANDLE GUEST CONCERNS
MODULE DESCRIPTION: This unit deals with the knowledge and skills required in
receiving and handling guest complaints.
NOMINAL DURATIONS: 24hrs.
SUMMARY OR LEARNING OUTCOMES:
LO1. Listen to the complaint

LO2. Apologize to the guest
LO3. Take proper action on the complaint
LO4. Record complaint


Developed by: Page

ASSESSMENT CRITERIA
1. The entire story or issue of concern is obtained from the guest without
interruption.
2. Details of the guest complaint or concern are noted.
3. Full attention is given to the complaining guest.
4. Guest complaint is paraphrased to determine if the concern is correctly
understood.
5. Sincere apology is offered for the disservice.
6. Empathy is shown to the guest to show genuine concern and
consideration.
7. Excuses or blaming others are avoided.
8. Gratitude is expressed to the guest for bringing the matter up for
attention.
9. Appropriate action is taken regarding guest’s concerns
1o. The right person or department who can solve the problem is informed
for proper action.
11. Difficult situations or serious concerns are elevated or referred to
higher authority.
12. Follow up on the problem to check whether it solved or not.
13. Complaints are documented according to the establishment standard
procedures.
14. Persons concerned are recognized and actions taken are recorded.
15. Feedback received from guests is logged and collated.


Developed by: Page

LO1. LISTEN TO THE COMPLAINT
ASSESSMENT CRITERIA:
1.1 The entire story or issue of concern is obtained from the guest without
interruption.
1.2 Details of the guest complaint or concern are noted.
1.3 Full attention is given to the complaining guest.
1.4 Guest complaint is paraphrased to determine if the concern is
correctly understood.
CONTENTS:
1. Listened and obtained the entire story or complaint
2. Paraphrased the guest complaint
3. Showed empathy towards complaining guest
4. Took action on the guest complaint
5. Recorded complaint
CONDITIONS:
The students/trainees are skilled in listening, basic problem solving, and
effective communication skills.
METHODOLOGIES:
• Lecture-Discussion
• Demonstration
• Role Play
ASSESSMENT METHODS:
• Simulation, written test and Role playing


Developed by: Page

UNIT OF COMPETENCY : RECEIVE AND HANDLE GUEST CONCERNS
UNIT CODE : TRS512392
UNIT DESCRIPTOR : This unit deals with the knowledge and skills required
in receiving and handling guest complaints.
ELEMENT PERFORMANCE CRITERIA

Italicized terms are elaborated in the Range of Variables
1. Listen to the 1.1 The entire story or issue of concern is obtained from
complaint the guest without interruption.
1.2 Details of the guest complaint or concern are noted.
1.3 Full attention is given to the complaining guest.
1.4 Guest complaint is paraphrased to determine if the
concern is correctly understood.
2. Apologize to the 2.1 Sincere apology is offered for the disservice.
guest 2.2 Empathy is shown to the guest to show genuine
concern and consideration.
2.3 Excuses or blaming others are avoided.
2.4 Gratitude is expressed to the guest for bringing the
matter up for attention.
3. Take proper 3.1 Appropriate action is taken regarding guest’s
action on the concerns.
complaint 3.2 The right person or department who can solve the
problem is informed for proper action.
3.3 Difficult situations or serious concerns are elevated
or referred to higher authority.
3.4 Problem is followed-up to check whether it solved or
not.
4. Record 4.1 Complaints are documented according to the

complaint establishment standard procedures.
4.2 Persons concerned are recognized and actions taken
are recorded.
4.3 Feedback received from guests is logged and
collated.


Developed by: Page

Learning Outcome Summary
LEARNING OUTCOME NO. 1 Listen to the complaint

CONTENTS:
Handling guests complaints and concerns
Nature and details of complaints.
Proper way of answering complaints.
Assessment Criteria:
1. The entire story or issue of concern is obtained from the
guest without interruption
2. Details of the guest complaint or concern are noted.
3. Full attention is given to the complaining guest.
4. Guest complaint is paraphrased to determine if the concern
is correctly understood.
Conditions:
Student/trainee must be provided with the following:
Guest complaint
• Undelivered promise
• Dirty property
• Poor service
• Unfriendly personnel
Assessment Method:
• Interview (oral/questionnaire)
• Observation
• Demonstration of practical skills


Developed by: Page

Learning Experiences
Learning Outcome No. 1: Listen to the complaint

Learning Activities Special Instructions
Read Information Sheet 6.1-1 on Read and understand the
Handling Guest Complaints and information sheet and Check
concerns yourself by answering the Self-
Answer Self check 6.1-1 check. You must answer all
Compare your answers with Answer questions correctly before
Key 6.1-1 proceeding to the next activity.
Read Information Sheet 6.1-2 on Read and understand the
Nature and Details of complaints information sheet and Check
Answer Self check 6.1-2 yourself by answering the Self-
Compare your answers with Answer check. You must answer all
Key 6.1-2 questions correctly before
proceeding to the next activity.
Read Information Sheet 6.1-3 on Task sheet will help you practice
Proper way of answering complaints your skills. As you are practicing
Answer Self check 6.1-3 your skill, you can evaluate your
Compare your answers with Answer own work by using the Performance
Key 6.1-3 criteria. If you have questions,
Perform task sheet 6.1-3 please ask your trainer
Evaluate your activity using the
Performance Criteria Checklist.


Developed by: Page

Information Sheet 6.1-1
How to handle guest complaints and concerns.
Learning Objectives:
After reading this Information Sheet, you should be able to:
1. Importance of guest in a restaurant/hotel
2. Know what causes guests to complain and the importance of
demonstrating empathy.
3. Be able to manage their emotional state when guests are frustrated or
even angry.
In this section, you will understand on how to handle guest complaints and
concerns.
Guests
A business can never place too much emphasis on its guests. The guests is
the foundation of any Restaurants and Hotels' success. One of the primary
goals of any marketing strategy should be to
identify and meet the needs of the guests.
Considering guest’s importance at all stages of
the marketing process helps your company to
ensure greater guests satisfaction and increase
its long-term goal of repeat business.
Repeat custom is crucial for the success of any
business, and losing guest is considered a
reliable measure of failure since without
customers there can be no business.
Keeping customers satisfied also means that they are likely to bring more
guest to a business by word of mouth or verbal referral, especially if their
loyalty is rewarded with discounts and free gifts. One of the key ways to keep
customers/guest loyal and satisfied is to listen to them and respond to their
demands.
Customer Service
As a restaurant owner, great customer service is essential to your success.
How do you deliver excellent customer service at your restaurant? First, let’s
define it: customer service is the assistance and advice you provide to your
diners.


Developed by: Page

Customer service is equal parts communication and genuine attention to your
diners. When guests visit your restaurant, you want them to feel welcome.
When you treat them with care and respect while providing an excellent meal,
they’ll come back to your restaurant again and again. Satisfied customers are
integral to your business model.
An integral part of any restaurant is its customer service. It doesn’t matter

how fabulous your restaurant décor is or how delicious your food is, if the
service doesn’t meet or exceed customers’ expectations, there is a good chance
they won’t come back. Customer service covers many different parts of a
restaurant's day to day operations, going far beyond the front of the house
staff.
1. Do It Right From the Start

While food quality is incredibly
important, it is the experience diners
have from the minute they walk in the
door to the minute they exit that
counts. Restaurants should remember
to keep the customer’s needs at the
forefront of every dining experience.
2. Don’t Make Them Wait

If your diners have to wait too long for their first round of drinks, appetizer or
meal, it really won’t matter to them that your bartender makes the best
martini or the chef prepared the best steak. Your diner is already irritated and
hungry.
You can call this the negative turning point.

Remember that it can be hard to win back your
disappointed customer. Avoid disappointing them
at all costs. Make sure you have enough staff on
hand so they never have to wait too long. If your
diner orders a meal that takes a bit longer to cook,
let them know in advance. Be forthcoming and
informative.
You’ve probably heard the term speed of service.
You might even have a speed of service goal built
into your policies. Speed of service is vital to a good
dining experience no matter your restaurant type. Your diners probably have
expectations about how long they’ll have to wait. Serving tacos? They’ll expect
those quickly. Serving steak? They may mentally grant you extra time to
prepare it.
Your goal is to accommodate your diners with exactly the same quality food
and service every day and at every time of day.


Developed by: Page

3. Fix Problems Immediately
Your third step in delivering excellent customer service is your finesse at
dealing with customer problems and complaints. No matter how hard you
try, something is going to go amiss some time or another. Whatever the
problem, your goal is to please the customer.
It is vitally important that you deal with problems immediately. Don’t let
your customer’s anger linger while waiting to work his way up the
management chain.
Things to consider in handling guest

concern and complaints
Excellent food and a great location are must-

haves for any successful restaurant, but
good customer service is just as important.
One of the most important parts of giving

great customer service is knowing how to
deal effectively with customer complaints.
Things are bound to go wrong once in a while
no matter how hard you try. Food gets
burned, orders get forgotten in the middle of
a dinner rush, or new servers simply forget
all their training.
No matter the reason for the complaint, send your customer home knowing
that, yes, there was a problem, but it is not typical of your establishment. Let
her know that you, the owner, value her comments and her business.
How you handle customer complaints will determine if the customer comes
back to your restaurant.
Listen to Your Diners
Listen to what your customer has to say.

You have to listen, with your full
attention, even — and especially — if you
can’t fix the problem.
Maybe a customer is displeased because

there was a waiting line. There isn’t much
you can do about that except let him vent,
but make eye contact and nod while he
does it.


Developed by: Page

The Customer Is Always Right
This basic rule of customer

service is particularly important
to keep in mind when the
complaint is petty and teetering
on the verge of being outright
ridiculous.
You might even consider

thanking him for his
constructive advice if you
can manage to sound sincere.
Anything less than commiseration or — if you can manage it — a solution will
only rile him up more, and that's not in your restaurant's best interests.
- Be Aware of Body Language
The way you stand and look at a customer can speak more than words. Don’t
cross your arms over your chest if you're feeling defensive. Avoid the urge to
roll your eyes if you're feeling exasperated. Nod and smile no matter how
irritated you might feel. This shows that you value her opinion and her
business.
- Be Empathetic — He Might Just Be Hangry
Remember that customer who was so upset over the long waiting line? Offer
an apology: “I understand that you're not happy about the wait, sir, but we're
working as fast as we can to get you a table. We really appreciate your patience
and willingness to wait. Perhaps you'd like to have a drink at the bar until
your table is ready? We'll call you as soon as your table is ready.”
- Offer Some Freebie Appetizers

or Drinks
The best route is usually to apologize

and offer some sort of compensation
when a customer has a problem that
could have been prevented, such as an
overcooked steak or a snippy server.
Freebies don't have to cost you a lot of
money, and they'll go a long way toward
assuring future business.


Developed by: Page

Consider offering the long-waiting-line customer a free round of drinks while
he sits at the bar. How much will it really cost you? You might also offer a free
dessert, a gift certificate for a future visit, merchandise such as a beer glass
or a T-shirt, or to take a certain percentage off his meal. The extent of your
gift should correspond with the magnitude of the problem the customer
experienced.
- Keep in Touch
Get contact information for your unhappy

customer before she departs. Reach out to
her later, even if it's just by email. Apologize
again and keep it short and simple: "I wanted
to thank you again for stopping by. If there's
anything we can do to improve your experience
next time, please reach out to me at this
number in advance so that I can personally
make sure that your experience is as pleasant
as possible."
It might sound like a lot of effort for one

disgruntled customer, but word of mouth is king. Your response to customer
service complaints could go a long way toward ensuring that your business
stays profitable.


Developed by: Page

Self-Check 1.6-1
Multiple Choice.
Write your answer to a separate sheet.
1. What is an acceptable way to handle a customer complaint?

a. Ask them to go to the Web site and fill out a complaint form
b. Listen to the guest but make sure it doesn't interfere with regular
tasks
c. Take ownership for resolving the complaint
2. Customer loyalty means customers:
a. Will only dine at your restaurant.
b. Prefer your restaurant to all similar restaurants.
c. Will continue to dine at your restaurant even if the service is
continuously bad.
3. Influencing the customer's perception of value and consistently meeting
or exceeding customer expectations leads to:
a. A bad reputation.
b. Customer loyalty.
c. Employee turnover.
4. Why does customers are important?
a. They are the foundation of any Restaurants and hotels success
b. They give complaints to make your restaurant look bad
c. To give more food when they have complaints
5. Why is resolving customer complaints important?
d. Customer complaints that are not handled can cause a customer to
never return and provide negative reviews about the company to
friends and family
e. It is not important to resolve customer complaints
f. Most complaints are not valid, and once you tell customers they are
wrong, they will see your point


Developed by: Page

Answer Key for Self-Check No. 1.6-1
Multiple Choice.
1. C
2. B
3. B
4. A
5. A


Developed by: Page

Nature and details of complaints
1. Understand the nature of complaints

2. Know the complaints handling and policy procedure
In this section, you will understand the Nature and details of complaints.
Understanding the nature of complaints
At some stage your business is likely to receive a customer complaint. Dealing

with it in a positive and constructive manner will help to keep your customers.
In general customers who are unhappy with your product or service will not
complain to you – but they will complain to others and take their business
elsewhere. Managing customer complaints and resolving them quickly will
result in improved business processes and repeat business.
Complaints handling policy
Develop a complaints handling policy. It should include reassuring customers

that you value their feedback and you are committed to resolving their issues
in a fair, timely and efficient manner.
It should also:
 explain how customers can make

a formal complaint
 identify the steps you will take in
discussing, addressing and
resolving complaints
 indicate some of the solutions you
offer to resolve complaints
 inform customers about your
commitment to continuous
improvement
Complaints handling procedure
Once you have developed a policy you can create a procedure for handling
complaints. A procedure will ensure complaints are dealt with the same way,
every time. The procedure should be easy to understand and follow by all your
staff.

Developed by: Page

Your procedure could include the following steps.
1. Listen to the complaint

Thank the customer for
bringing the matter to your
attention. Apologise and
accept ownership, don’t
blame others and remain
courteous.
2. Record details of the
complaint
Go through the complaint in
detail so you can
understand exactly what the
problem is. Keep records of
all complaints in one central
place or register. This will help you identify any trends or issues.
3. Get all the facts
Check that you have understood and recorded the details of the
complaint correctly. Ask questions if necessary.
4. Discuss options for fixing the problem
Ask the customer what response they are seeking; it could be a repair,
replacement, refund or apology. Decide if the request is reasonable.
5. Act quickly
Aim to resolve the complaint quickly. If
you take a long time they tend to
escalate.
6. Keep your promises
Keep the customer informed if there are
any delays in resolving their request.
Don’t promise things that you can’t
deliver.
7. Follow up
Contact the customer to find out if they
were satisfied with how their complaint
was handled. Let them know what you
are doing to avoid the problem in the
future.
Make sure your staff are trained to

follow your procedure when handling
complaints and that they have the power to resolve issues as quickly as
possible.
Encourage your customers to provide feedback and complaints so that they

let you know when there is a problem and give you the opportunity to
resolve it.


Developed by: Page

Self-Check 6.1-2
Multiple choice.
1. What should you do when a customer is very angry?

a. Argue with the customer until the customer sees it your way.
b. Use words that assure the customer
c. Talk down to the customer then roll your eyes and walk away
2. Complaints from customers are useless.

a. True
b. False
c. Maybe
3. Why should you pay special attention to all of your customers?

a. Customers have more choices of where to buy than ever before.
b. Service expectations are higher than ever before.
c. A and B
4. Customers reactions are based on your ability to ...

a. Establish rapport
b. Making the customer angry
c. Talk dirty to customers
5. Who directly helps customers with their needs?

a. I do
b. The Nurse
c. Nobody


Developed by: Page

Answer key for self-check 6.1-2
Multiple choice
1. B
2. A
3. C
4. A
5. A


Developed by: Page

Proper way on answering complaints.
1. Know the importance of listening to complaints

2. Understand how to answer to complaints
In this section, you will understand the proper way on answering complaints.
Customer complaints may seem like a downer or a negative reflection of your

company, which they can be, but they’re also loaded with useful information
and customer insights that you can use to your advantage. When customers
submit a complaint about your service or product, you’ll be able to use their
feedback to make improvements where
needed. One of the disadvantages of
customer complaints is hearing negative
reviews about a product that you’ve put
your all into and are passionate about.
However, while it’s not always a good
feeling to receive complaints, remember
that no business is ever perfect no matter
how many changes they make, and that
there are a ton of benefits of customer
complaints. Looking past the initial
negativity associated with complaints can help you realize what a blessing in
disguise they can be—think of them as free customer insights, without you
having to invest in feedback surveys or something else of the same nature.
What Is a Customer Complaint?
There could be a variety of reasons for

customer complaints, but the most
common one is that they’re dissatisfied
in some way with your product or
service. Not all customers will take the
time to call and tell you about their
disappointment, but the ones that do
are usually passionate about what
they’re calling to tell you or are loyal to
your brand. There may be a way to
remedy the issue the customer calls about, but sometimes there’s nothing you
can do. Either way, the feedback can be useful to you in a variety of ways.


Developed by: Page

Why Customer Complaints Are Good for Your Business
As we’ve mentioned, customer complaints are an awesome way to collect

feedback on areas that need improvement. Companies often ask customers to
participate in feedback surveys, but those cost time and money, whereas
evaluating complaints is free.
Here are a few reasons why you should realize the importance of
customer complaints:
- Understand Customers Better
Consumers can offer you insight into your

products and services that you, as a
business owner, may lack. Understanding
your customers, their qualms, and their
needs will help you serve them better.
Even if a customer calls to mention a
minor inconvenience, you can keep this in
the back of your mind to make changes down the line, when you’re in the
position to offer the luxury of convenience to your customers. The easier you
make things for your customers, the more likely they are to continue choosing
your brand over others.
- Recognize Your Mistakes
For every complaint you receive, there

are probably a dozen other customers
who experienced the same thing but
didn’t speak up. Pay careful attention
to the issues that customers bring up
when they call in to make a complaint,
especially if it’s something that seems
to be reoccurring and is brought up by
more than one person. Evaluating
these concerns can help you
troubleshoot problems you didn’t even
know were there and continue to
improve your business.


Developed by: Page

- Improve Communication with Customers
Communicating effectively with customers is a huge part of running a

successful business. When customers call to make a complaint, and they see
that their feedback was actually taken into account and that changes were
made, they’ll appreciate that their voice was heard. Many customers refrain
from making complaints or voicing their concerns altogether because they
believe companies don’t care and won’t take action. When you do the opposite
and show them that you’ve listened and that their satisfaction is important to
you, customers will realize that your lines of communication are actually
open, and not just there to simply be there.
How to Respond/Answer to Complaints
Customer complaints are timeless. No matter the size, nature, or success of

your business, you’ll always have at least a small percentage of people who
aren’t happy with what you do.
1. Take a deep breath and put

your emotions aside.
When someone is complaining
about your business, it can
feel like an attack. But you
need to remain as calm and
emotion-free as possible to
help successfully deal with the
complaint. Before you meet or
speak with the customer, take
a deep breath to help you calm
down and put your emotions
to the side.
2. Introduce yourself
When you meet the customer or she picks up the phone from your call,
be sure to introduce yourself in a friendly manner. This can help
reassure the customer that an actual person is there to listen to her
complaint. Maintain a friendly and caring tone, which can reassure the
customer and shows that you genuinely want to deal with her
complaint.


Developed by: Page

3. Listen to your customer’s entire complaint.
When you meet the customer or she picks up the phone from your call,
be sure to introduce yourself in a friendly manner. This can help
reassure the customer that
an actual person is there to
listen to her complaint. They
need to tell their story and
feel that they have been
heard. Put yourself in their
shoes - if you had a problem,
you would want someone to
listen to you. Appearing
disinterested, or attempting
to argue back, will only
exacerbate the situation.
Maintain a friendly and caring tone, which can reassure the customer
and shows that you genuinely want to deal with her complaint.
4. Apologize and sympathize.

Once you’ve listened to your
customer’s entire complaint, it’s
your turn to directly address her.
Apologize and sympathize with her
to show that you understand how
she’s feeling.
5. Thank and reassure your

customer.
Make sure to thank your customer
for her thoughts and answering your
questions. Offer her reassurance
that you’re going to address the
complaint in a timely manner and find a solution. This can help show
that you are taking the situation seriously and genuinely care about
your customers.
6. Confirm follow-up details.

Make a plan with the customer to follow up on her complaint. This
can help reassure her and remind you to take care of the complaint
quickly.


Developed by: Page

Self-Check 6.1-3
Multiple Choice.
1. What is one of the steps to resolving customer service complaints?

a. Listen to their problem
b. Sympathize with their situation
c. A and B
2. Why is follow up important when resolving a customer's concern?
a. It shows your commitment to ensuring his experience is positive
b. It shows the customer how petty his complaints are
c. It is required on the checklist you created for customer service
3. A complaining customer is:
a. Always right
b. Often lying
c. Always the customer
4. Customers who complain want . . .
a. Something for nothing
b. To be heard and have their experience validated
c. To be made majority shareholders in the company
5. Customers who complain:
a. Had unhappy childhoods
b. Have trouble in their primary relationships
c. Are doing you a service in identifying what isn’t working in your
business or organization


Developed by: Page

Self-Check Answer Key 6.1-3
Multiple choice.
1. C
2. A
3. C
4. B
5. C


Developed by: Page

Task Sheet 6.1-3
Title: Handling guest concerns and complaints
Performance Objectives: Based on what you learn on how to handle

guest concerns and complaints, you should be able to present on how
to handle guest concerns in every situation.
Supplies/Materials: pen, paper

Steps/procedures:
1. Find a partner
2. Create a conversation based on a given situation on how to listen
and react to guest concerns and complaints.
3. Perform your skit in front of the others and be evaluated.
Assessment Method:
Performance Assessment using the Performance Criteria Checklist.


Developed by: Page

PERFORMANCE CRITERIA CHECKLIST
Did he…………… Yes No
Introduce himself
Listen to customer’s entire complaint.
Apologize and sympathize
Thank and reassure your customer.
Confirm follow-up details
Offer a solution
Engage to customer again and give reassurance
Say thank you again after the conversation


Developed by: Page

CBLM 1

Uploaded by

CBLM 1

Uploaded by

HOW TO USE THIS COMPETENCY- BASED LEARNING MATERIALS

QUALIFICATION: Date Developed: Document No.

UNIT OF COMPETENCY: Receive

Samantha A. Saunders Issued by: TESDA 1

No. Unit of Competency Module Title Code

1. Prepare the dining Preparing the dining

2. Welcome guests and Welcome guests and TRS512388

3. Promote food and Promote food and TRS512389

4. Provide food and Provide food and TRS512390

5. Provide room service Provide room service TRS512391

6. Receive and handle Receive and handle TRS512392

QUALIFICATION: Date Developed: Document No.

UNIT OF COMPETENCY: Receive

Samantha A. Saunders Issued by: TESDA 2

UNIT OF COMPETENCY : RECEIVE AND HANDLE GUEST CONCERNS

NOMINAL DURATIONS: 24hrs.

SUMMARY OR LEARNING OUTCOMES:

LO1. Listen to the complaint

QUALIFICATION: Date Developed: Document No.

UNIT OF COMPETENCY: Receive

Samantha A. Saunders Issued by: TESDA 3

QUALIFICATION: Date Developed: Document No.

UNIT OF COMPETENCY: Receive

Samantha A. Saunders Issued by: TESDA 4

QUALIFICATION: Date Developed: Document No.

UNIT OF COMPETENCY: Receive

Samantha A. Saunders Issued by: TESDA 5

ELEMENT PERFORMANCE CRITERIA

4. Record 4.1 Complaints are documented according to the

QUALIFICATION: Date Developed: Document No.

UNIT OF COMPETENCY: Receive

Samantha A. Saunders Issued by: TESDA 6

LEARNING OUTCOME NO. 1 Listen to the complaint

QUALIFICATION: Date Developed: Document No.

UNIT OF COMPETENCY: Receive

Samantha A. Saunders Issued by: TESDA 7

Learning Outcome No. 1: Listen to the complaint

QUALIFICATION: Date Developed: Document No.

UNIT OF COMPETENCY: Receive

Samantha A. Saunders Issued by: TESDA 8

QUALIFICATION: Date Developed: Document No.

UNIT OF COMPETENCY: Receive

Samantha A. Saunders Issued by: TESDA 9

An integral part of any restaurant is its customer service. It doesn’t matter

1. Do It Right From the Start

2. Don’t Make Them Wait

You can call this the negative turning point.

QUALIFICATION: Date Developed: Document No.

UNIT OF COMPETENCY: Receive

Samantha A. Saunders Issued by: TESDA 10

Things to consider in handling guest

Excellent food and a great location are must-

One of the most important parts of giving

Listen to Your Diners

Listen to what your customer has to say.

Maybe a customer is displeased because

QUALIFICATION: Date Developed: Document No.

UNIT OF COMPETENCY: Receive

Samantha A. Saunders Issued by: TESDA 11

This basic rule of customer

You might even consider

- Be Aware of Body Language

- Be Empathetic — He Might Just Be Hangry

- Offer Some Freebie Appetizers

The best route is usually to apologize

QUALIFICATION: Date Developed: Document No.

UNIT OF COMPETENCY: Receive

Samantha A. Saunders Issued by: TESDA 12

Get contact information for your unhappy

It might sound like a lot of effort for one

QUALIFICATION: Date Developed: Document No.

UNIT OF COMPETENCY: Receive

Samantha A. Saunders Issued by: TESDA 13

Write your answer to a separate sheet.

1. What is an acceptable way to handle a customer complaint?

QUALIFICATION: Date Developed: Document No.