FOOD AND BEVERAGE SERVICES NC II
RECEIVE AND HANDLE GUEST
CONCERNS
Prepared by:
SONNY A. FLORES
AL ANTHONY M. CARONONGAN
ALBERT V. FERNENDEZ
Name: __________________________________________ Date: ____________
Grade/Section: Score: ___________
ACTIVITY SHEET: 6.1-1
Title of the Activity: Identify dimensions of customer service and its types.
Most Essential Learning Competency: LO 1: Listen to the Customers
complaint
K to 12 BEC CG: TLE_HEFBS9-12GC-IVe-f6
Directions: Identify the following. Write your answers in your
answer sheet.
_________ 1. Appearance of physical facilities, equipment, personnel, and
communication materials .
_________ 2 Ability to perform the promised service dependably and accurately.
_________ 3. Willingness to help customers and provide prompt service.
_________ 4 Knowledge and courtesy of employees and their ability to convey trust
and confidence.
_________ 5. Caring, individualized attention the firm provides its customers
_________ 6 One of the biggest factors in good customer service is speed, especially
when a client is requesting something that’s time sensitive.
_________ 7 Great interactions begin with knowing your customers wants and
needs. Customers love personalization.
_________ 8. Transparency is important in business and customer service is no
different. Always strive for a high quality output as it shows you have a high level of
standards.
_________ 9 It can also go a long way in terms of keeping yourself on their radar for
future business
_________ 10. By keeping customers happy, they will be loyal and through word of
mouth, will do the marketing for you
ANSWER KEY 6.1-1
Title of the Activity: Identify dimensions of customer service and its types.
1. Tangibles
2. Reliability
3. Responsiveness
4. Assurance
5. Empathy
6. Respond As Quickly As Possible
7. Know your customers
8. Fix your mistakes
9. Go to extra miles
10. Think long term – A customer is for life
Name: __________________________________________ Date: ____________
Grade/Section: Score: ___________
ACTIVITY 6.1-2
Title of the Activity: Identifying and Satisfying Customer needs.
Most Essential Learning Competency: LO 1: Listen to the customer’s
complaint.
K to 12 BEC CG: TLE_HEFBS9-12GC-IVe-f6
Directions: TRUE OR FALSE: Read the questions carefully. Write
TYRUE if the statement is correct and FALSE if the statement is
incorrect. Place your answer on separate sheets.
_________1. Idenfying customer needs is mission-critical for businesses looking
to create a product that truly speaks to their customer’s problems.
_________2. One of the earliest ways to determine your customer’s needs is to
conduct keyword research.
_________3. Distribute information to relevant stakeholders in your
organization.
_________4. Do not collect customer’s feedback it will not help ypu.
_________5. Create a content to your customer’s needs.
_________6. Each customer wants to be treated with respect, and regardless as
very important person.
__________7. Customers choose to reach out to your business is an important
piece of date to note.
__________8. A customer makes the decision-and effort-to consult service.
__________9. Loyalty of customers depends on how do we treat them.
__________10. We measure our worth by the satisfaction of the customer’s we
served.
ANSWER KEY 6.1-2
Title of the Activity: Identifying and Satisfying Customer’s Needs.
1. TRUE
2. TRUE
3. TRUE
4. TRUE
5. TRUE
6. FALSE
7. TRUE
8. TRUE
9. TRUE
10. TRUE
Name: __________________________________________ Date: ____________
Grade/Section: Score: ___________
ACTIVITY 6.1-2
Title of the Activity: Identifying and Satisfying Customer needs.
Most Essential Learning Competency: LO 1: Listen to the customer’s
complaint.
K to 12 BEC CG: TLE_HEFBS9-12GC-IVe-f6
Directions: TRUE OR FALSE: Read the questions carefully. Write
TYRUE if the statement is correct and FALSE if the statement is
incorrect. Place your answer on separate sheets.
_________1. Idenfying customer needs is mission-critical for businesses looking
to create a product that truly speaks to their customer’s problems.
_________2. One of the earliest ways to determine your customer’s needs is to
conduct keyword research.
_________3. Distribute information to relevant stakeholders in your
organization.
_________4. Do not collect customer’s feedback it will not help ypu.
_________5. Create a content to your customer’s needs.
_________6. Each customer wants to be treated with respect, and regardless as
very important person.
__________7. Customers choose to reach out to your business is an important
piece of date to note.
__________8. A customer makes the decision-and effort-to consult service.
__________9. Loyalty of customers depends on how do we treat them.
__________10. We measure our worth by the satisfaction of the customer’s we
serve.
ANSWER KEY 6.1-2
Title of the Activity: Identifying and Satisfying Customer’s Needs.
11. TRUE
12. TRUE
13. TRUE
14. TRUE
15. TRUE
16. FALSE
17. TRUE
18. TRUE
19. TRUE
20. TRUE
Name: ___________________________________________ Date: ____________
Grade/Section: Score: ___________
Activity 6.2-1
Title of the Activity: How to apologize to the customer
Most Essential Learning Competency: LO 2: Apologize to the customer.
K to 12 BEC CG: TLE_HEFBS9-12GC-IVg-7
Directions: Answer the following: Write your answer on the
separate sheets.
How will you handling guest complaints on the following situations:
TASK / WHAT TO DO HOW TO SAY IT /PHRASEOLOGY
A. If negative comments are
received on food:
B. If food is uncooked:
C. If the food is contaminated by
fly or any object:
If food is spoiled:
D. If complaint is about
something overlooked like the
request for food, silver or
spoon
E. After following up the request
from the Kitchen as to how
much time is still needed.
F. If positive or negative comment
is received:
ANSWER KEY 6.2-1
TASK / WHAT TO DO HOW TO SAY IT /PHRASEOLOGY
A. If negative comments are “Your comment is well taken Sir Ma’am.”
received on food:
“I have taken note of your complaint and I’ll
bring this matter to the attention of our
chef for appropriate action.”
B. If food is uncooked: “I’m sorry about that Sir/Ma’am.”
“May I have it back and have it cooked to
your liking.”
“I’ll mention this to our manager/chef for
appropriate action”.
C. If the food is contaminated by “I’m sorry Sir/Ma’am; let me replace this for
fly or any object: you”.
If food is spoiled:
“We’re sorry about that Sir/ma’am. Let me
call the manager”
D. If complaint is about “I’m sorry Sir/Ma’am I’ll check your order or
something overlooked like the request immediately”
request for food, silver or
spoon
E. After following up the request “Your order/request for ________ will be
from the Kitchen as to how served to you in a short while.”
much time is still needed.
F. If positive or negative comment “Thank you for your comments, Sir/Ma’am”
is received:
Name: ___________________________________________ Date: ____________
Grade/Section: Score: ___________
Activity 6.2-2
Title of the Activity: How to apologize to the customer
Most Essential Learning Competency: LO 2: Apologize to the customer.
K to 12 BEC CG: TLE_HEFBS9-12GC-IVg-7
Directions: Resolve the complaint and present in the class. Write
your answer in a separate sheet.
The Late Breakfast
Sarah requested for room service breakfast at 7:00 in the morning. Her order on the type of table setting and
food was acknowledged. The staff got the order and Sarah waited until 10:00 in the morning. The guest became
emotional because the order came too late and she had appointment at 10:00 in the morning.
PERFORMANCE OF THE LEARNERS WILL BE RATED USING RUBRICS:
DESCRIPTION SCORE
DEMONSTRATED 100% OF THE GIVEN 5
TASKS.
DEMONSTRATED 75% OF THE GIVEN 4
TASKS.
DEMONSTRATED 50% OF THE GIVEN 3
TASKS.
DEMONSTRATED 25% OF THE GIVEN 2
TASKS.
DO NOT PERFORM. THE GIVEN TASKS 1
ANSWER KEY 6.1-2
Title of the Activity: Resolving the complaint.
Complaint: The order came too late. The order supposed to be delivering at
7:00 in the morning but the food attendant delivered at 10:00.
Resolving: In a Room service process, make it sure that all orders should be
acknowledge and delivered in the time of guest requested. If you have
delivered the orders late , explain the reason and apologize to guest.
Name: ___________________________________________ Date: ____________
Grade/Section: Score: ___________
Activity 6.3-1
Title of the Activity: Take Proper action on the complaint
Most Essential Learning Competency: LO 3 Take Proper action on the
complaint K to 12 BEC CG: TLE_HEFBS9-12GC-IVh-i-8
Directions: Answer the question. Write your answer in a separate
sheet.
1. Is a quick response to a complaint important? Why?
Your score will be rated using this rubrics below:
You will be score according to the rubric below:
5 4 3 2 1
Explanation is Explanation is Explanation is Explanation is not Explanation is not
highly elaborated moderately elaborated and elaborated and clear/Attempts to
and specified elaborated and specified specified respond
correctly specified
ANSWER KEY 6.3-1
Yes; a quick response is important, your customers are much more likely to remember you if
you deliver an excellent service to solve their problem than compared to a fast response just to close a
customer service ticket. If your business goal is to keep as many customers as you can (which it should
be!), stay calm, find a solution and make sure the problem does not come up again will help turn even
the toughest complaint into a pot of gold. All these channels will need to be monitored. If you don’t
respond, customers will assume you don’t care. If you respond to complaint, it can be seen as though
you are making an effort and that you care. This act alone can inspire brand loyalty and customer
confidence.
Name: ___________________________________________ Date: ____________
Grade/Section: Score: ___________
Activity 6.4-1
Title of the Activity: Record complaint
Most Essential Learning Competency: LO 4: Record complaint
K to 12 BEC CG: TLE_HEFBS9-12GC-IVj-9
Directions: Answer the question. Write your answer in a separate
sheet.
1. Why do we need to record guest complaints?
Your score will be rated using this rubrics below:
You will be score according to the rubric below:
5 4 3 2 1
Explanation is Explanation is Explanation is Explanation is not Explanation is not
highly elaborated moderately elaborated and elaborated and clear/Attempts to
and specified elaborated and specified specified respond
correctly specified
ANSWER KEY 6-4-1
1. They are good way of monitoring the quality of food you produce.
2. They help in assessing the quality of your suppliers.
3. By acting on the complaints you can prevent mistakes being repeated in future.
It takes a long time to build up a good reputation.
References:
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