Professional Documents
Culture Documents
SECTOR: TOURISM
List of Competencies
Receiving and
Receive and handle
6. handling guest TRS512392
guest concerns
concerns
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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 Service NC II, a course which
comprises the knowledge, skills and attitudes required for a TVET trainer to
possess. The module, Receiving and Handling Guest Concerns, contains
training materialsand activities related to identifying learner’s requirements,
preparing sessionplan, preparing basic instructional materials and
organizing learning andteaching activities for you to complete. 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, Task Sheets and 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:
Perform the Task Sheets and Job Sheets until you are confident that your
outputs conform to the Performance Criteria Checklist that follows the
sheets.
Submit outputs of the Task Sheets and Job Sheets to your facilitator for
evaluation and recording in the Accomplishment Chart. Outputs shall
serve as your portfolio during the Institutional Competency Evaluation.
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. You must pass the
Institutional Competency Evaluation for this competency before moving to
another competency. A Certificate of Achievement will be awarded to you
after passing the evaluation.
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MODULE CONTENT
Upon completion of this module, the trainee/ student must be able to:
LO1. Listen to the complaint/concern
LO2 Apologize to the guest
LO3 Take proper action on the complaint/concern
LO4 Record complaint
ASSESSMENT CRITERIA:
1. Information about the complaint/concern is gathered and noted
following enterprise procedures.
2. Attention is given to the complainant following enterprise policy.
3. Guests’ complaint/concern is analyzed and evaluated in
accordance with enterprise policy.
4. Sincere apology is offered for the disservice.
5. Empathy is shown to the guest to show genuine concern and
consideration.
6. Excuses or blaming others are avoided.
Gratitude is expressed to the guest for bringing the matter up for attention
7. Persons or department concerned are informed about the
complaint.
8. Serious problems/concerns are referred to higher authority for
action.
Problems are followed-up to check whether it is solved or not
9. Complaints are documented according to the enterprise standard
procedures.
10. Persons concerned are recognized and actions taken are
recorded.
11. Feedback received from guests is logged and collated.
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ASSESSMENT CRITERIA
CONTENTS:
Listening skills
Summarizing information
Handling complaints/concerns
METHODOLOGIES:
Lecture-discussion
Role play
ASSESSMENT METHODS:
Learning Experiences
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Learning Outcome 1
LISTEN TO THE COMPLAINT/CONCERN
Compare answer using answer key 6.1- Take note of the important details
1,2 that you forgot to answer correctly.
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Information Sheet 6.1-1,2
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Hearing refers to the sounds that you hear, whereas listening requires more
than that: it requires focus. Listening means paying attention not only to
the story, but how it is told, the use of language and voice, and how the
other person uses his or her body. In other words, it means being aware of
both verbal and non-verbal messages. Your ability to listen effectively
depends on the degree to which you perceive and understand these
messages.
Discriminative Listening
Comprehensive Listening
Discriminative Listening
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Comprehensive listening involves understanding the message or
messages that are being communicated. Like discriminative listening,
comprehensive listening is fundamental to all listening sub-types.
In order to be able use comprehensive listening and therefore gain
understanding the listener first needs appropriate vocabulary and language
skills. Using overly complicated language or technical jargon, therefore, can
be a barrier to comprehensive listening. Comprehensive listening is further
complicated by the fact that two different people listening to the same thing
may understand the message in two different ways. This problem can be
multiplied in a group setting, like a classroom or business meeting where
numerous different meanings can be derived from what has been said.
Comprehensive listening is complimented by sub-messages from non-verbal
communication, such as the tone of voice, gestures and other body
language. These non-verbal signals can greatly aid communication and
comprehension but can also confuse and potentially lead to
misunderstanding. In many listening situations it is vital to seek
clarification and use skills such as reflection aid comprehension.
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Based on the research of: Adler, R., Rosenfeld, L. and Proctor, R. (2001)
Interplay: the process of interpersonal communicating (8th edn), Fort Worth,
TX: Harcourt.
The 10 Principles of Listening
A good listener will listen not only to what is being said, but also to what is
left unsaid or only partially said.
1. Stop Talking
“If we were supposed to talk more than we listen, we would have two tongues
and one ear.” Mark Twain.
Don't talk, listen. When somebody else is talking listen to what they are
saying, do not interrupt, talk over them or finish their sentences for them.
Stop, just listen. When the other person has finished talking you may need
to clarify to ensure you have received their message accurately.
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Prepare Yourself to Listen
Relax.
Focus on the speaker. Put other things out of mind. The human mind is
easily distracted by other thoughts – what’s for lunch, what time do I need
to leave to catch my train, is it going to rain – try to put other thoughts out
of mind and concentrate on the messages that are being communicated.
03
Put the Speaker at Ease
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argument to counter what is said but keep an open mind to the views and
opinions of others.
06
Be Patient
A pause, even a long pause, does not necessarily mean that the speaker
has finished.
Be patient and let the speaker continue in their own time, sometimes it
takes time to formulate what to say and how to say it. Never interrupt or
finish a sentence for someone.
07
Avoid Personal Prejudice
Try to be impartial.
Don't become irritated and don't let the person’s habits or mannerisms
distract you from what the speaker is really saying. Everybody has a
different way of speaking - some people are for example more nervous or shy
than others, some have regional accents or make excessive arm movements,
some people like to pace whilst talking - others like to sit still. Focus on
what is being said and try to ignore styles of delivery.
08
Listen to the Tone
You need to get the whole picture, not just isolated bits and pieces.
Maybe one of the most difficult aspects of listening is the ability to link
together pieces of information to reveal the ideas of others. With proper
concentration, letting go of distractions, and focus this becomes easier.
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10. Wait and Watch for Non-Verbal Communication
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Self- Check No. 6.1-1,2
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ANSWER KEY No. 6.1-1,2
1. Discriminative Listening
Comprehensive Listening
3. Stop Talking
Remove Distractions
Empathise
Be Patient
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Information Sheet No. 5.1-3
HANDLING COMPLAINTS / CONCERN
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Discuss the proper handling of complaint or concern
2. Demonstrate the proper handling of complaints or concern
Listen: Just like when you’re listening to your friend tell a way too long
break-up story, you need to put your listening ears on when a customer has
a complaint. Even if it’s something you have no control of—such as waiting
time—it’s important to give the customer room to gripe and assuage them as
much as possible.
Body language: No matter how ridiculous this may sound, body language
matters. It’s easy for a hostess or waiter to remain distracted while a
customer is complaining. It’s necessary to sustain eye contact and smile.
This shows the customer that you are staying attentive and sympathizing
with them.
Handling customer complaints isn’t an art form; there are simple basics that
all owners and managers should abide by while passing them on to other
employees. Make sure your servers, bussers and hostesses all understand
the protocol for managing complaints at your restaurant.
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HOW TO HANDLE GUEST COMPLAINT
7. Try to make guest feel very comfortable while waiting and allow time
for the guest to cool down.
8. When you see the guest at a later time, greet him and ask if
everything is fine.
1. Whisper, talk personally to persuade him out of the party. Do not talk
facing the people.
2. Inform him that he is disturbing the party. Offer him your service.
3. If he does not agree, inform the host (as in the Hotel, inform the Duty
Manager
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GUEST ON DIET/ALLERGY
1. Offer food item out of what the guest diet allergy is.
3. Suggest to the guest to have: Fish from the river, if he cannot eat seafood.
Beef meat, if the guest cannot eat pork. Vegetables, if the guest cannot eat
meat. Unsalted meat, if the guest cannot eat salty food. Low calorie and less
fat content/no sugar, if the guest is on a diet.
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LO2. APOLOGIZE TO THE GUEST
ASSESSMENT CRITERIA:
CONTENT:
Customer Relations
METHODOLOGIES:
Lecture-discussion
Role play
ASSESSMENT METHODS:
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Learning Experiences
Learning Outcome 2
APOLOGIZE TO THE GUEST
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Information Sheet 6.2-1
CUSTOMER RELATION
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to
1. Discuss the customer relation
2. Enumerate the customer relation
Customers are the life and blood of the food service business. To ensure
continuous patronage, their satisfaction must be sustained. They always
deserve preferential, prompt and consistent attention.
Dining staff must see to it that every customer is a satisfied customer who
finds his dining experience gratifying, pleasurable and rewarding so that
he/she will come back for a repeat patronage. No matter how good the food
and the ambiance is, if the customer is traumatized or being troubled and
dissatisfied with the service and the behavior of the staff, he/she may not
come back and even mention his bad experience with friends that they will
be discouraged from patronizing the restaurant.
To maintain the goodwill of guests, there are two major aspects of service
that need special attention, namely the procedural and the personal
dimension of service.
The procedural dimension provides the system needed for achieving
consistency and efficiency of service while the personal dimension brings the
personal touch that makes the guest feel highly valued, accepted and
appreciated. It comes with a gracious smile, magic expressions, Wow factor
and other ways of building and maintaining the goodwill of customers.
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The 2 Dimensions of Customer Service
PROCEDURAL DIMENSION
PERSONAL DIMENSION
To add a personal touch in the service, the dining personnel should behave
and deal with customers in a courteous and polite manner. The following
qualities must be cultivated to project warm and gracious service.
Prompt and personalized response to guests' needs and requests even going
out of one's way to render service beyond the call of duty; Escorting guests
towards their table, getting them seated, pouring drinks for them in their
tables are among the personalized gestures that make guests feel important
and special.
1. Personalized Service
Prompt and personalized response to guest request, even going
out of one’s way to render service beyond the call of duty
Escorting guest towards their table, getting them seated,
pouring drinks for them, serving them in their tables
Other personalized gestures that make guests feel important
2. Enthusiasm
Willingness and eagerness in attending to customers as
projected in a pleasant facial expression and a smiling body
language
Maintaining a positive disposition and avoiding any display of
irritation, no matter how irritating the customer is nor how
problematic the situation is.
3. Respect
Avoiding any statement that could hurt customer’s ego and
feelings, being tactful and diplomatic in handling objections,
complaints, and problematic guest
Respect for guest privacy, no eavesdropping nor indulging in
guest conversation.
4. Smiling Body Language
Demonstrating a pleasant disposition through smile, eye contact
and body movements that are expressive of warmth and friendly
service.
Refraining from unpleasant non verbal’s like frowning ace, show
of irritation, sneering look etc.
5. Open Minded-ness
Receptivity and openness to customer comments and feedback
no matter how negative the comments are;
Words of appreciation, rather imitation expressed for comments
received especially if they are sincerely meant to call one’s
attention on service deficiencies.
6. Need Satisfaction
Responding to customer’s need for attention and recognition
through:
Words of appreciation. “ Thank you for dinning with us.
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Words of affirmation “ You really deserve the best service from
us”
Acknowledgement. “I have taken note of your comments sir”
Empathy – “ I understand how you feel
Alertness in responding to signals for assistance
Knowing in advance what is needed and having it prepared
beforehand
Satisfying customers need for information by relaying important
information like out of stock , service policies, extra charges,
etc.
7. Attentiveness
Immediate and prompt attention to customers. Customer’s
expect to be approached immediately once they are seated.
They also want their request to be promptly attended to by
service staff .
Undivided attention, focusing on the guest concern and setting
aside other matters while attending to the guest;
Consistent attention- The service personnel must always be on
stand-by for additional orders, request, etc.
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LO3. TAKE PROPER ACTION ON THE COMPLAINT
ASSESSMENT CRITERIA:
CONTENTS
Customer Relations
Handling Complaints
Problem Category
METHODOLOGIES:
Lecture-discussion
Role play
ASSESSMENT METHODS:
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Learning Experiences
Learning Outcome 3
TAKE PROPER ACTION TO THE COMPLAINT
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Information Sheet 6.3-1
HANDLING COMPLAINTS
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to
1. Discuss the proper handling of complaints
Great food and a great location are vital for a successful restaurant. But just
as important is good customer service. Consider, would you return to a
restaurant that had great food and great atmosphere, but the service was
sub-par? Part of giving great customer service is knowing how to deal
effectively with customer complaints. No matter how hard you try, things are
bound to go wrong once in a while. 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, the important thing is to try and
please the customer and send them home knowing that, yes there was a
problem, but it is not typical of your establishment. Let them know that you,
the owner, value their comments and their business.
How you handle customer complaints will determine if the customer comes
back to your restaurant. Here are some tips to help you field your next
complaint and send your customer home with a smile.
Listen to Your Customers
Listen to what the customer has to say. Even if you can’t solve the problem,
you still need to listen. For example, perhaps a customer is displeased
because there is waiting line. Well, there isn’t much you can do about it,
except let them vent.
Be Aware of Body Language
The way you stand and look at a customer can speak more than words.
Maintain eye contact and don’t cross your arms over your chest, if you are
feeling defensive. Avoid the urge to roll your eyes, if you are feeling
exasperated. Instead, nod and smile, no matter how irritated you may feel.
This shows you value their opinion and their business.
Always Apologize
Remember that customer who was so upset over the long waiting line? Offer
an apology. “I understand that you are not happy about the wait, sir, but we
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are working as fast as we can to get you a table. We really appreciate your
patience and willingness to wait. Perhaps you would like to have a drink at
the bar until your table is ready.” You demonstrate that you completely
understand their frustration and are working diligently on a solution.
Offer Some Freebies
If a customer has problem that could have been prevented, such as an
overcooked steak or a snippy server, then the best route to take is to
apologize and an offer them some sort of compensation. Here are some quick
freebies that you can give customers that won’t cost you much money, but
will go a long way to assure future business:
• Free round of drinks
• Free dessert
• Gift certificate for a future visit
• Merchandise, such as a beer glass or tee-shirt
• Take a certain percent off their meal
Occasionally you will have a truly angry customer (perhaps justified,
perhaps not) who declares “I’m never coming back!” Well, if that is the case
there probably isn’t any freebies you can offer to change their mind. Calmly
assure the customer you understand their frustration, and offer an apology
(again) and let them know if they change their mind you would love to see
them again. By sending them off on a courteous note, there is a very good
chance, once their anger has cooled, they will try your restaurant again.
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Information Sheet 6.3-2
Problem Category
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to
1.Discuss the problem category in dealing customers complaint
2. Enumerate the common problems in the restaurant
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Group your most profitable items together.
Don’t use dollar signs.
Let your menu be a tour guide. This can be accomplished through
photos and/or creative text. Consider hiring a copywriter to craft a
compelling menu.
Keep your menus clean – no grease and no food or water stains. Get
rid of worn or torn menus.
Update your menu and prices at least once a year.
Build your menu around popular items.
Make sure your staff is thoroughly trained and has memorized the
menu.
Don’t forget to put your menu on your website and make sure it is easily
accessible from a mobile phone.(tweet this)
Travelers using their mobile phones are more likely to visit your restaurant
if they can see at a quick glance what you are offering.
Common Problem #2: Customer Service
First impressions are important. Poor customer service is often a deal
breaker for customers. Your food may be outstanding, your table settings
exquisite and your ambiance delightful, but if your service is bad, customers
will remember.
The key to success is happy customers who want to return again and again.
To ensure your success, your entire team – from management to hostess to
wait staff and busboys – must be dedicated to your customers’ well-being.
Every contact your staff makes with customers must be pleasant, welcoming
and accommodating.
The way you handle your customers along every step of their dining
experience has an impact on whether you’ll retain that customer. If they
weren’t greeted when they walked in and when they left, they might mention
it in an online review. As the digital arena continues to grow, online reviews
are consistently important to your success.
Common Problem #3: A Unique Selling Point
Are you a bakery or a bar? A diner or romantic experience? Your customers
need to know why they should eat at your restaurant and not at your
competitor’s.
While a superb menu and excellent customer service are vital to your
success, they are not a unique selling point. They are merely meeting the
expectations of your customers. It is time to exceed them.
You need an original idea – something even better than great food and
service. Come up with a unique reason for people to eat at your restaurant.
Consider Sonic. They offer a nostalgic 50’s feeling. Burger King tells you,
“You’ll have it your way.” Chipotle is known for integrity with its food.
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A unique selling point offers your customers a feeling that enables them to
remember you long after they are gone. Let your food, your service, and your
unique selling point and identity make an emotional connection with your
customers.
How many customers are you feeding each day? Break it down by
mealtime.
Keep track of ordered menu items. No one ordering the fish fillet?
Maybe it’s time to take it off the menu.
What are your most profitable menu items?
What does it cost to make each menu item? What’s the profit margin?
Do you have a budget for labor? Are you sticking to it?
How much do you spend on labor compared to your restaurant sales?
How much loss is involved in your inventory?
Do you have sales goals? Are you meeting them?
What is your profit and loss for each week you are open?
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Common Problem #5: Hiring and Training Staff
Most successful restaurant owners know the importance of hiring and
training the right employees. Yet, a common problem exists as many
restaurants hire the wrong people and have a high turnover rate. An
incompetent staff can also irreparably damage your current and future
customer base.
When you put great emphasis on your staff, you’ll reduce costs over time
and enhance your diners’ customer service experience. Pay extra attention
to finding the perfect employees and don’t settle for a warm body. Once
hired, train your staff and offer training manuals, checklists, goals and
incentives.
Inspire your staff as well as your management team. Train them to address
any situation, good or bad, that arises. Make sure they are enthusiastic and
motivated to pursue your goals and adhere to your restaurant’s unique
concept.
Establish and maintain a solid management structure so everyone knows
and understands their own, as well as their team member’s responsibilities.
Your management team should be exemplary, committed, motivational and
adept at running the restaurant in your absence.
Common Problem #6: Marketing
Many owners fail to pay enough attention to marketing making this a
common problem in the restaurant world. Following are a few areas to
attend to now in order to avoid the pitfalls that not-enough marketing
incurs:
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run for one year. Additionally, restaurant owners need to have enough
financial resources to cope with unexpected costs and increases.
Have you experienced another problem common to restaurants that
isn’t listed here? We’d love to hear from you. Please share your
problem below as well as the way(s) you solved the issue.
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MOST COMMON RESTAURANT COMPLAINTS INCLUDE DIRTY
Consumer Reports recently surveyed 1,003 people about their gripes with
dining out, and weirdly, "distinct lack of Kenny Loggins on the playlist" was
not one of them. Nope, it turns out most of you are concerned about things
like dirty silverware and being called "honey" at restaurants. Here's the full
breakdown of the most common diner complaints:
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LO4. RECORD COMPLAINT
ASSESSMENT CRITERIA:
CONTENTS:
Records Keeping/Documentation
Feed Backing Skills
METHODOLOGIES:
Lecture-discussion
Role play
ASSESSMENT METHODS:
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Learning Experiences
Learning Outcome 4
RECORD COMPLAINT
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Information Sheet 6.4-1
Step 1 Each time a complaint is received the record sheet should be fully
completed. ↓
Step 2 First, record the complaint details. The name and address of the
complainant may become important at a later date so make sure you note
them down whenever possible.
↓ Step 4 Next write down the food details. If you have not produced the
food yourself note information given on the packaging, including any names
and addresses, sell-by or best before dates and any manufacturer codes.
↓ Step 6 Regularly review the complaint records to see if there are any
recurring themes. Examples could include several complaints about foods
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you receive from a particular supplier or cooked by a particular chef.
complaint4 rev1
Date of Complaint:
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Complaint received
by:………………………………………………………………………………………………………………
Subject of
Complaint:………………………………………………………………………………………………………………..
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Reassure the carer/ carer recipient/ advocate that all complaints are
treated confidentially and that they will not experience any loss of support
or service because they have made a complaint.
Remind the carer/ care recipient that they have the right to use an advocate
of their choice and refer them to appropriate consumer advocacy services.
Thank the person for their complaint and explain that complaints are
valuable in assisting to maintain and improve services provided by the
Illawarracarer respite Centre.
Name of Complainant:
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Address:
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Detail of Complaint:
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Comments:
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Action to be Taken:
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Written Feedback to be Given by: (within 7
days)……………………………………………………………..
Outcome:
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Signed: (Coordinator)………………………………………………………….
Date:………………………………………….
Name:………………………………………………………………….Date:…………………………………………………………
Organisation:…………………………………………………………………………………………………………………………
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Whom:…………………………………………………………………………………………
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If further referral required, response required
by:…………………………………………………………
no:……………………………………………
Position and
Organisation:………………………………………………………………………………………………………..
Outcome:…………………………………………………………………………………………………………………………………
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Follow up
required:……………………………………………………………………………………………………………………
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Signed:………………………………………………… Position:………………………………………
Date:…………………….
Carer’s Details:
Name:………………………………………………………………………………………………………………………………………
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Address:
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…………………………………………………………………………………………………………………………………………………
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Phone Number:
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Relationship to Complainant:
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Name:………………………………………………………………………………………………………………………………………
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Address:
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Phone Number:
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Relationship to Complainant:
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Advocate’s Details:
Name:………………………………………………………………………………………………………………………………………
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Address:
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Phone Number:
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Information Sheet 6.4-2
A Service staff must have a open mind in accepting feedback. It would be far
better to hear the comment or complaint directly from a dissatisfied
customer rather than for him to tell it to others like his colleagues and
friends who are also prospective patrons of the food business.
Improvement in service starts when staff is aware of how they are doing in
terms of what is expected of them. One need not wait for customers to
approach the manager or server for comments. The food operator must take
efforts to solicit feedback , comments and suggestions from the customer by
using tools like;
Encourage Feedback
Develop a strategy that shows customers you welcome their feedback.
Provide a feedback mechanism that is easy to use, such as a simple form on
your website or a card that customers can mail free of charge. Encourage
feedback by offering customers an incentive such as free entry into a prize
draw. Publish feedback on a product or service review page on your website.
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Customer Testing
If you are developing a new product, offer prototypes to customers for
evaluation. Ask customers to provide feedback on their experience with the
product. Companies that develop software, for example, produce beta
versions that customers test and report on as part of the product
development process.
Social Media
Monitor social media to find out what customers are saying about your
products. Social media provides people with a familiar, easy-to-use channel
for sharing opinions about products, services and companies. The messages
on social media give you insight into customers’ views that they might not
be willing to share through company feedback channels.
Response
Respond to feedback by acknowledging genuine problems and thanking the
customer for bringing the problem to your attention. Responding shows that
you respect the customer’s opinion. It also provides an opportunity to open
dialogue with the customer and build a positive relationship.
Action
Analyze the feedback to identify recurring concerns with your products or
services. If a large number of customers report that a product is difficult to
use, review the product design and the operating instructions you provide.
When customers complain about poor service from your sales department or
support team, review the team’s performance and develop training to remedy
recurring problems. Let customers know you have taken action as a direct
result of their feedback and ask them for comments on the revised level of
service.
Community
Set up a forum on your website. Publish your responses to customers’
feedback and describe the actions you have taken as a result. Invite
customers to submit ideas for improving your product or service further.
This helps build community and provides you with valuable insight into
your customers’ needs.
Survey Existing Customers
Surveys are one of the primary ways you can obtain feedback from
customers. Surveys can be via regular mail, email, in-person or by phone.
Put together a short questionnaire, typically one to 12 questions with a
combination of multiple choice and open-ended questions. As soon as a
customer buys a product or service from your business, have a system in
place where the survey occurs within one day to one week after the
purchase.
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Ask Employees
The employees that interact with your customers on a daily basis are a first-
hand source of customer feedback. Front-line employees listen to what
customers are telling them&dashbe it good or bad. Implement a
feedback program where your employees can make suggestions on changes
in writing or in a meeting format. For example, if customers consistently
complain about the business closing too early, then your employees can
suggest that the business stay open later at least one night a week
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BIBLIOGRAPHY
BOOK
WEBSITE
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