Evidence Plan

Unit of Competency RECEIVE AND HANDLE GUEST CONCERNS

Module Title Deals with the knowledge and skills required

in receiving and handling guest complaints.

Demonstration

Questioning
Written

Oral
Ways in which evidence will be collected:
The evidence must show that the candidate…

1. Listened and obtained the entire story or complaint  X

X X
2. Paraphrased the guest complaint 
X
3. Showed empathy towards complaining guest
X
4. Took action on the guest complaint per job
requirements X
5. Recorded complaint x
Prepared by: Samantha A. Saunders Date:
Checked by: Jezza Montejo Date:

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

Demonstration with Questioning Checklist

Trainee name:
Trainer name:
Qualification: FOOD AND BEVERAGES SERVICES NCII

Unit of competency: RECEIVE AND HANDLE GUEST CONCERNS

Date of assessment:
Time of assessment:
Instructions for demonstration
Given the necessary tools, the candidate will be able to demonstrate, how to
show empathy towards complaining guest, took action on the guest
complaint, knows how to record and handle guest complaint. Following
standard procedures.
 to show if
DEMONSTRATION evidence is
demonstrated
During the demonstration of skills, did the candidate: Yes No N/A
Listens to customer complaints with full attention   
Shows empathetic aura while listening to complaints   
Thank the customer for telling the problem   
Offered something of a solution   
Knows the basic handling complaints policy   
Knows the complaints handling procedures   
Knows the importance of customer complaints   
Knows how to respond/answer to customer complaints
  
as per job requirements

The candidate’s demonstration was:

Satisfactory  Not Satisfactory 

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 2

 TABLE OF SPECIFICATIONS

Total
Item/
Content Area/Topics Knowledgee Comprehension Application
Total
Weight

Importance of guest 30%

1 2 2
complaints

Complaints handling
1 1 1 20%
policy

Complaints handling
2 1 1 30%
procedure

Responding/answering
on customer 1 1 1 20%
complaints

Total item 5 5 5 100%

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 3

 TEST ITEM Total
DISTRIBUTION Weight/
Item No. of
Content Placement items Percentage
Area/Topics

K C Ap

Importance of 30%
1 2 2 1-5 5
guest complaints

Complaints
1 1 1 5-10 5 20%
handling policy

Complaints
handling 2 1 1 11-13 3 30%
procedure
Responding/
answering on
1 1 1 13-15 2 20%
customer
complaints
TOTAL 5 5 5 15 100%

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 4

 Written Test

Name: Date: Score:

Multiple Choice

Direction: Choose the letter of the best answer. Write the letter of your
choice in an answer sheet provided.

1. Which of these is a common reason customers complain to a

business?
a. low prices
b. Dissatisfaction with a product
c. Boredom
2. If a complaint cannot be handled by the business, what needs to be
done?
a. It should be referred to an external complaint handling body
b. The complaint should be ignored
c. The complaint should be escalated to the police
3. What type of complaints do guests make when they feel they've been
mistreated by the restaurant staff?
a. Service-related complaints
b. Unusual complaints
c. Attitudinal complaints
4. Alonso is the general manager of the Fresh Springs Motel. The
number of return guests has been dropping lately and Alonso is trying
to figure out why. Currently, he does not do anything to track guest
complaints. Which of the following items could help Alonso identify
complaints?
a. Reader boards
b. Information directories
c. Transaction files
5. Which of the following is not a guideline for handling guest complaints
professionally?
a. Concentrate on the problem, not on placing blame.
b. Do not take notes until after the guest is finished. It will slow
the guests down and make them think that you don’t care about
the problem.
c. Monitor the progress of the corrective action, even if the
complaint was resolved by someone else.
6. Of the following what best describes “empathizing” with the customer?
a. Being a sympathetic listener
b. Treating them as troublemakers
c. Ignoring what they say
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 5

7. Which is the best way to seek customer feedback?
a. Talk to customers
b. Wait for a complaint and then respond
c. Passive feedback
8. If a business makes quality products, should it need to answer
complaints?
a. Yes, because it is part of satisfying the customer
b. It shouldn’t answer them, if they are invalid complaints
c. Only when it is covered with warranty
9. How can complaints help a company?
a. They give people in the complaint department things to do
b. They can make the competition overconfident
c. The company can find out about unknown problems
10. How to response in dealing with angry customers
a. Be empathetic, apologize and show urgency in making a
solution
b. Don’t listen for complaints is not important in business
c. Make excuses in handling angry customers
11. First step in handling customer complaints
a. Listen to the complain
b. Dismiss the complaint as not-a-big deal
c. Listen and argue to the customer
12. 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. Make promises that you can't keep.
13. Why should you pay special attention to all of your customers?
a. Service expectations are higher than before
b. They don’t care about the service in the store
c. They are always right
14. What do you mean by efficiency in handling guest complaint
a. Complaints are resolved as quickly as possible, preferably on
first contact if the complaint is straightforward.
b. Customers with special needs are assisted
c. All of the above
15. Importance of guest complaints may include
a. Taking customer complaints seriously
b. Giving bad feedback about the complaints
c. Use harsh words in talking with the customer

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 6