BPP Module 7 PDF

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Republic of the Philippines

Department of the Education
PUBLIC TECHNICAL-VOCATIONAL
HIGH SCHOOLS
Unit of Competency: Provide Effective Costumer Service
Module Title: Providing Effective Costumer

Module No.: 7
Service
0
TABLE OF CONTENTS
Downloaded from www.shsph.blogspot.com
Module Title: Providing Effective Costumer Service Page
What is the module about?…………………………………………………….……………1

What will you learn? ………………………………………………………………………….1
What do you already know? ……………………………………………………………….1
Pre Test…………………………………………………………………………………………..2
Lesson 1 – Greeting Costumer………………………………………………..……..……….5
What is the lesson about?.................................................................................5
What will you learn? ……………………………………………………………………...….5
Let us study……………………………………………………………………………………..5
Let us remember …………………………………………………………………………..….9
Let us apply what you have learned ………………………………………………………9
References……………………………………………………………………………………….9
Lesson 2 – Identifying Costumer’s Needs……………………....……………….……..10
What is the lesson about?...............................................................................10
What will you learn? …………………………………………………………………….....10
Let us study…………………………………………………………………………………...10
Let us remember …………………………………………………………………………….14
How much have you learned?.........................................................................15
Let us apply what you have learned …………………………………………………….15
References…………………………………………………………………………………..…15
Lesson 3 – Delivering Service to Costumer……….. …………………………….…….16
What is the lesson about?...............................................................................16
What will you learn? …………………………………………………………………….....16
Let us study…………………………………………………………………………………...16
Let us remember …………………………………………………………………………….19
How much have you learned?..........................................................................20
Let us apply what you have learned …………………………………………………….20
Resources………………………………………………………………………………………20
References……………………………………………………………………………………..20
4-m-7
Lesson 4 – Handling Queries through Telephone,
Fax, Machine, Internet, and E - mail ……….. ……………….……….21
What is the lesson about?..............................................................................21
What will you learn? ……………………………………………………………………….21
Let us study…………………………………………………………………………………..21
Let us remember ……………………………………………………………………………25
How much have you learned?.........................................................................26
Let us apply what you have learned ……………………………………………………26
References……………………………………………………………………………………..26
Lesson 5 – Handling Complaints, Evaluation and Recommendation ..………..27
What is the lesson about?..............................................................................27
What will you learn? ……………………………………………………………………….27
Let us study…………………………………………………………………………………..27
Let us remember ……………………………………………………………………………29
How much have you learned?........................................................................30
Let us apply what you have learned ……………………………………………………30
References………………………………………………………………………………….…30
Pre Test………………………………………………………………………………………..31
Key to Corrections…………………………………………………………………………..34
Republic of the Philippines

Department of the Education
PUBLIC TECHNICAL-VOCATIONAL
HIGH SCHOOLS
Unit of Competency: Provide Effective Costumer Service
Module Title: Providing Effective Costumer

Module No.: 7
Service
0
WHAT IS THE MODULE ABOUT?
The module deals with the knowledge, skills and attitudes in

providing effective customer service. It includes greeting customer;
identify customer needs, delivering customer service, handling queries
through telephone, fax machine, internet, and e-mail, handling
complaints, evaluation and recommendation.
WHAT WILL YOU LEARN?
After completing the module, you should be able to:

1. greet customer;
2. identify customer needs;
3. deliver service to customer;
handle queries through telephone, fax machine, Internet,
and e-mail; and
4. handle complaints, evaluation, and recommendation.
WHAT DO YOU ALREADY KNOW?
Let us find out how much you already know about

providing effective customer services, the greeting of customers,
their needs, delivery service, and handle queries through
telephone, fax machine, Internet, and e-mail. Handle
complaints, evaluation and recommendation. Read each of the
following questions carefully and choose the letter of the correct
answer. Write your answer in your test booklet.
1
Pre-test
1. Who among the following personnel in an industry is considered

the life and blood of food and beverage industry?
a. customer c. manager
b. employee d. worker
2. What is the best characteristic of an employee that motivates
the customer to stay longer in the industry?
a. assist the customer to the vacant table
b. be calm and relax all the time
c. always put a smile on your face and be friendly
d. all of the above
3. If your guest arrives, but there is no vacant table, what will you
do?
a. assist him to the bar, but don’t forget him there.
b. propose a menu which he would like or choose any and
give his order
c. prepare the table for the guest
d. try your best to make him patient
4. Which of the standard operating procedure of greeting the guest
is the best in dealing with the customer?
a. be calm in dealing with the problem
b. first impression is lasting in an industry
c. never neglect the first contact with a client
d. welcoming is a first impression that the customer
will remember to come back
5. Which art of communication is shown when a person is
speaking in a group and many are showing their responses
a. facial expression
b. body language
c. body gesture
d. body posture
6.Which of the symbolic messages is transformed by means of
intonation, vocally-produced noise, body posture and body
gesture?
a. body language
b. non-verbal communication
c. oral communication
d. verbal communication
7. Which art of communication is not included in the verbal and
non-verbal communication?
a. body language
b. paralanguage
c. waving of hands
d. winking and slight movement of the eyebrow
2
8. Which of the following is not included in the modes of farewell?

a. kissing and hugging
b. sending letter
c. smiling
d. waving of hands
9. Which is not included in the symbolic message of an oral
communication?
a. body gesture
b. facial expression
c. fare welling
d. intonation
l0. Which of the following needs of customer does not belong to the
group?
a. need to be understood
b. need to feel welcomed
c. need to feel important
d. need to be somebody
ll. Which is not included in the standard requirements for the
urgency needs of the customer?
a. manner of preparation
b. preparation time
c. personal hygiene
d. special qualities of the dish
12. Which of the following does not belong to the body language
checklist?
a. do you hold your head high and steady?
b. do you find it easy to maintain natural smile?
c. do your arms move in a natural unaffected manner?
d. do you use the two levels of communication?
13. Which of the good working attitudes and pleasant approaches
does not belong to the group?
a. good communication
b. body language
c. sound intonation of your voice
d. your appearance
14. Which is not included in maintaining high quality service to the
customer?
a. customer satisfaction
b. some emblem
c. keeping clear item
d. setting strategies
3
15. Which is not an example of EMBLEM which means a verbal

accompaniment?
a. hand signal
b. high file
c. hugging
d. victory sign
16. Which is not included in providing quality service?
a. general outlook
b. dental serving
c. personal hygiene
d. your personal attitude towards client, work and colleagues
17. Which of the following equipment is used in sending messages
to relatives and friends?
a. e-mail
b. fax machine
c. internet
d. all of the above
18. Which of the following equipment is considered the easiest, and
affordable way to contact our friends and relatives who are far
from us?
a. fax machine
b. internet
c. telephone
d. telegram
19. Which of the following steps in handling complaints or queries is
not included?
a. call the manager to help you handle the problem
b. acknowledgement of the guest’s feelings
c. explain what action you will take to correct the problem
d. listen carefully to the complaint
20. Which of the following words below refers to a motion of the
limbs or body made to express thought or to emphasize speech?
a. farewell
b. communication
c. gesture
d. speech
4
LESSON 1
GREETING CUSTOMER
WHAT IS THE LESSON ABOUT?
The lesson deals with the proper greetings of the customer in

line with enterprise procedure, the verbal and non-verbal
communications and the sensitivity to cultural and social differences.
At the end of the lesson, you should be able to:

1. apply standard operating procedures of greeting the
guest;
2. identify verbal and non-verbal communication;
3. interpret proper gestures and mannerisms of greeting the
guest and modes of fare welling; and
4. determine culturally specific communication customs and
practices.
LET US STUDY
Before you start with the lesson, familiarize yourself

with the meaning of the following words:
 gesture - a motion of the limbs or body made to express thought

or to emphasize speech.
- the act or remarks made as a formality or as a sign of
intentions or attitudes.
 communication - the exchange of thoughts, messages or
information.
 customer - one who buys goods or services
 farewell - used to express an acknowledgement of parting
 comfortment - bring together
 exigencies - urgent requirement
 tiddling - tamper
 averted - to ward off; prevent
 gaze - to look steadily and with fixed attention.
 deceit - trick
 disbelief- to refuse to believe
 embellish- to make beautiful as by ornamentation
5
Customers are the life and blood of food and beverage business.
To ensure continuous patronage, their satisfaction must be
sustained. They always deserve preferential, prompt and consistent
attention.
STANDARD OPERATING PROCEDURES OF GREETING THE

GUESTS
GREETING THE GUEST
WITH A SMILE ON YOUR FACE AND IN A FRIENDLY MANNER

( Good morning/ Good afternoon/ Good evening…Sir/ Ma’am )
( Welcome to ______________ ( name of restaurant/ bar/
Industry )
A. Welcoming a client
a. Be very polite, always smile
 “Good __________ sir/ ma’am, welcome to our place. I’m
____________ ( name ) at your service”
b. Never let a client wait all alone at the restaurant door, he
might get the impression that he is not welcomed.
 Come in, have a nice day ( assist to the place )
c. Attend to the customer right away, whatever time he is
concern, do not take an attitude which means he is bothering
you.
d. Be always warm in your welcome, but natural.
 He is your host but do not let him sit on the table
where the remains of the previous client are still on.
e. If you do not have anymore table, do not drop him.
 Try your best to make him comfortable, give the
delays he shall have to wait and eventually send him
to the bar but do not forget him there.
 Go and see him, propose the menu and may be, he
would like to choose and give his order.
f. Make a little psychology
 From this contact, try to get or guess what type he
is. The knowledge of knowing him more will keep
you to serve him better.
g. Always remember to show him the way to his table and never
forget to pull the chair out and help him sit down.
6
VERBAL AND NON-VERBAL COMMUNICATION
 Body language – a term for communication using

body movement or gesture instead of, or in addition
to, sounds, verbal language or other
communication.
 Para language – describe all forms of human
communication that are not verbal language. This
includes the most subtle of movements that many
people are not aware of, including :
a. Winking and slight movement of the eyebrows.
b. Use of social expressions.
 Most basic and powerful body – language signal

 Crosses his/her arms across the chess.
 Consistent eye contact can indicate that a person is
thinking positively of what the speaker is saying.
 Disbelief is often indicated by averted gaze.
 By touching the ear or scratching the chin.
 Boredom is indicated by the head tilting to one side,
or by the eyes looking straight at the speaker but
becoming slightly unfocused.
 Interest can be indicated through posture or
extended eye contact.
 Deceit on the act of withholding – information can
sometimes being indicated by touching the face
during conversation
 A person might dust himself off.
 Brush himself in an act of “cleaning” himself.
HOW POTENTIAL IS NON-VERBAL BEHAVIOR
Some researches show the level of non-verbal communication as

high at 80 % of all communications, more reasonably it could be at
around 50 – 55 %.
Mehrabian discovered in his communication study that 7 % of
communication comes from spoken words, 38 % from the tone of the
voice, and 55 % comes from body language.
7
Body language in groups
In groups, there is typically a person speaking at a time but many

more can be showing their responses via body language. This may be
an important reason behind groups tending to be more emotional and
less rational than individual
NON-VERBAL COMMUNICATION
Consists of all messages other than words that are used in
communication
Oral Communication. These symbolic messages are transferred by

means of :
 Intonation
 Tone of voice
 Vocally produced noise
 Body posture
 Body gesture
 Facial expressions, a pause
Two levels of spoken message

1. Verbal
2. Non-Verbal
 Non-verbal means are innate and universal ( i.e. people

in different cultures have a common understanding of
these cues.
 Human beings use non-verbal means to persuade or to
control others to clarify or embellish things, to stress,
complement, regulate and repeat verbal expression.
 It can be used to substitute verbal expression with
several body gestures.
MODES OF FAREWELLING
 Waving of hands
 Smiling
 Kissing/Hugging
Sir/Ma’am, thank you for visiting our place. Please come again.
Note: The conditions of non-verbal communication to the total

meaning can be culturally determined and differ in different countries.
8
LET US REMEMBER!
The proper handling of costumer will insure continuous

patronage, towards the industry such as the proper use of verbal
and non verbal communication. This will bring a better relationship
between the client and the industry.
HOW MUCH HAVE YOU LEARNED?
Direction: On a separate sheet of pad paper, answer the following

questions.
1. What are the ways of communicating to clients?

2. How prevalent is non-verbal behavior?
LET US APPLY WHAT YOU HAVE LEARNED

 Group yourselves into 4
 2 groups perform the owner of the industry
 1 group performs as the customer/client
 1 group as the evaluators/observers
Apply your talent on the things that you have learned from the lesson
by means of role playing.
Pamphlets
Manuals
References
Tapes/VCDs
internet
References:
Ditan, Joseph Linford A., Fundamentals of food and beverages,
Service Operation, Copyright 2007, pp. 118 – 130
http: //en. wikipedia. org/wiki/body language
ww.wikispace.com
9
LESSON 2
IDENTIFYING CUSTOMER’S NEEDS
The lesson deals with the needs of the customers, the

proper information and details provided to the customer and the
limitation in addressing needs is recognized and identified.
WHAT WIIL YOU LEARN?

1. identify interactive information
2. distinguish public relation skills
3. apply good working attitudes and pleasant approached
4. determine customer with specific needs
LET US STUDY
Before you start the lesson, first familiarize yourself with the
meaning of the following words:
 Culture – behavior pattern; belief; art
 Self-esteem – confidence; self-respect
 Comfort – a condition of pleasurable case or well being
 Appropriate – suited to a particular condition; fitting
 Facial – of the face; cosmetic treatment of the face
 Beverage any one of various liquids for drinking; excluding
water
 Queries – question; inquiry, a doubt in the mind
 Vintage –a very high quality of wine
10
IDENTIFY THE NEEDS OF THE CUSTOMER
A. Understanding the basic needs of the client

1. Need to be understood
- the message they send should be interpreted correctly
2. Need to feel welcomed
- anyone doing business with you who feels like an
outsider will not come back
- people need to feel you are happy to see them and that
their business is important to you
3. Need to feel important
- ego and self-esteem are powerful human needs
- we all like to feel important. Anything you can do to
make a guest feel special is a step in the right direction
4. Need for comfort
- customer needs physical comfort, a place to wait, rest,
talk. or do business. They also need physiological
comfort, the assurance that they will be taken cared of
properly and this confidence that you will meet their
needs.
11
STANDARD REQUIREMENTS FOR THE URGENCY NEEDS OF
THE CUSTOMER
Effective menu and beverage merchandizing require product

knowledge, good customer relations and the ability to persuade a
guest in buying what you offer.
1. Manner of preparation/ basic ingredients
 ex: broiled, simmered, grilled etc.
 the basic ingredients, the customers get to imagine how the
food taste and looks, describe the items as a flavorful
combination of the food.
2. Special qualities of the dish
 Example “Pork adobo” is one of the most popular Filipino
dish, it is the famous Filipino delicacy, “I’m sure you’ll like
it.”
Note: When describing the quality of a dish/ beverage, study guest’s

preference as to taste, size, smell, color, texture, etc. and describe the
item in relation to them.
3. Preparation time
A guest maybe already hungry, that he wants his order to be
served immediately, but unknowingly ordered a dish that takes time
to prepare. He must be informed before hand that his order needs
time to prepare so he can change his order to an easily prepared one.
You can say “ Our chef will take about _________ minutes to prepare
your order Sir/ Ma’am. Do you mind waiting? If he/she decides to
wait, offer beverage. “ Shall I get you a better of ___________ while you
wait? Then mention, your order will be ready in 15 minutes from now,
shall I get you another cold bottle of ___________ ?
4. Standard Portioning
* Some guests are inclined to ask the exact portion for each
serving.
5. Standard Accompaniments
6. Right Pronunciation
*Menu items should be pronounced properly, you’ll serve
ridiculous to your customer. You should likewise be ready to answer
queries pertinent to the meaning or translation of some foreign terms
used.
7. Entries that best compliments the order
8. Out of stock items and their proper substitute
12
Some items offered in the menu not being available on certain
occasions, it is advisable for you to inform the guest outright if his
order is out of stock.
Do not simply say “out of stock sir”. This will likely close the
door to merchandizing. Offer appropriate substitute, the right
approach may be I am sorry sir/ ma’am, but we run short of (mention
the title of recipe) at the moment, but we have something for you to
choose.
GOOD WORKING ATTITUDE AND PLEASANT APPROACH
* Send Positive Attitude

 An attitude is a state of mind that influence feelings,
thoughts and action tendencies.
 The attitude you send is usually the attitude you get back.
 Most service employees fall because of attitude, If you don’t
get first customers, the game is over before it begins.
 The attitude you project to others depends primarily on the
way you look at your job.
A. YOUR APPEARANCE
 You never chance to create a positive first impression.
 First impressions are critical because there may be no
opportunity for a second impression.
 Like an act or actress, interacting with others requires you to be
on stage at all times. It is also important to understand that
there is a direct correction between how you look to yourself and
attitudes. The better yourself image when you encounter
customers, the more positive you will be.
B. BODY LANGUAGE ( Body Language Checklist )

 Do you hold your head high and steady?
 Do your arms move in a natural unaffected manner?
 Are your facial muscles relaxed and under control?
 Do you find it easy to maintain a natural smile?
 Is your body movement controlled, neither hurried nor too
casual?
 Do you find it easy to maintain eye contact with people you are
talking to?
C. Sound of your voice

 The tone of your voice, or how you say something, is more
important than the words you use.
 The tone of your voice you use may mean the difference between
1. Acceptable job success and great job success.
2. Adequate customer service and quality customer
service
13
CUSTOMER RELATIONS AND INTERPERSONAL SKILLS
In the food and hospitality industry, working with colleagues

and customers is an important part of the job. Customer relations and
interpersonal skills are the two most important skills that a person
working in that industry will need to know about.
CUSTOMER RELATIONS TECHNIQUES
1. Number of skills
 Effective verbal and non-verbal communication
 Ability to ask relative questions
 To be attentive
 Knowledge of different peoples and cultures
 Knowledge of where services and products are available from.
 Problem solving and decision making skills
2. Customer relation involves understanding the local and

international visitor’s needs
 Providing appropriate service
 Handling complaints and feedback
 Different cultures, backgrounds and upbringings
Staff are able to accurately identify the customer’s needs and

expectations through:
1. effective observing
2. effective listening
3. effective questioning
LET US REMEMBER
Restaurant is no doubt a very competitive business, customers are

known as its heart that must give a complete service, treat them as
human beings who treasure their feelings and sometimes know their
needs and proper information must be given to them.
14
DIRECTION: Prepare a sheet of pad paper and answer the

following questions.
1. What are the needs of a client in order to be satisfied with

your service?
2. What are some positive attitudes that are to be shown to the
guests so that they may love your place?
Divide the class into two groups. Apply what you have taken on
the needs of the customers. First group will do the role play and
second group will be the evaluator.
Video materials
Manuals
Charts
References:
Ditan, Joseph Linford A., Fundamentals of Food and Beverage Service

Operation. Pp. 118 – 130
www.wikispace.com
15
LESSON 3
DELIVERING SERVICE TO CUSTOMER
The lesson deals with customer needs that are promptly

attended in line with workplace procedures and regulations. The
appropriate relations that will be maintained with customer to meet
high quality services.

1. determine the proper addressing of the needs of persons and the
mode of greeting and farewelling.
2. identify style manual requirements.
3. describe the standard letters and proformas
LET US STUDY
Before you start the lesson, first familiarize yourself with the
meaning of the following words.
 devoid - completely lacking
 conformance - emotional shock that causes lasting
psychological damage
 enhance - to make greater, on in value; reputation usefulness
 benchmark - a surveyor mark made on a stationary objective
used as reference point.
 escalate - to increase an intensity
 proforma - done as formality
16
MAINTAINING HIGH QUALITY SERVICE TO THE CUSTOMER
1. Keeping item clear

 You and your buyer must have the same understanding of
what is expected from the entire transaction, and all its
conclusion, your buyer needs to feel his/ her expectations
have been met.
2. Setting Strategies
 Both technical quality and customs satisfaction have a
favorable impact on the cost of care.
3. Leadership Strategies for Satisfying Customers
 All employees have a part in customer relations and
ensuring the best quality service and best product. The
emphasis is “Customer First”
4. Lessons Learned
 Effective senior management uses customer feedback for
planning and communications with employees
5. Know how to say no.
 Being professional and considerate of customers enhances
their views of the organization even when the customer
may be disappointed with the outcome.
6. Customer Satisfaction
 Respond to complaints quickly and courteously with
common sense and you will improve customer loyalty.
A. “EMBLEM” – is a verbal accompaniment

Examples:
1. hand signal
 Waving good bye
 “V” – for victory sign
 High file – signaling victory
B. Some emblems
 Clenched fist
 Have universal meaning
 There are others that are idiosyncrasies in carefully
condition
 The use of the zero shape made by the fingers
 Standing for “Ok” in the U.K
17
PROVIDING QUALITY SERVICE
 How satisfied with himself one can be;

 Helps the client he served leaving happily.
 Be sure that person shall not forget you and the place you
work.
 He will come back and if he does not, he will send off his
friend.
 The goal of the industry is to take care of their client, they
want him to come back again because they all need him. In
this case, they consider good quality.
 Good quality is not easy, It is the result of constant effort
and attention and the observance of numerous rules like:
I. General Outlook
a. Personal Hygiene
b. The way you dress
c. The way you work
 Your department
 Your station
 Your sideboard
II. Your Personal Attitudes Towards

a. The client
b. Your work
c. Your colleagues
III. Your Contacts with the client

a. Welcome the client
b. The order taking
c. How to treat complaints from a client
IV. Details Serving

a. Before each service
b. During the service
c. After the service
CUSTOMER RELATIONS TO THE INDUSTRY

 Efforts to be exerted to sustain patronage and attraction of
clients.
 They can only be achieved once they have satisfied customer’s
need and expectations.
 Restaurants are not only selling food and beverages but most of
all is the service.
 Customers judge a food, tableware or decoration by the kind of
people who served them.
 A favorable impression may induce them to invite their friends
and relatives to patronize the industry.
18
If service is to be considered a product itself, what qualities should the
industry bear in mind to ensure guest satisfaction?
1. Quality Service
 Quality is measured in terms of our ability to conform to
acceptable standard expected by the customers.
2. Efficiency of Service Staff.

 When the needs/requirements of the customer have not
been adequately or promptly attended to, much that he
has to make a request each time he needs an item, your
service will be judged as very insufficient. An appetizing
dish served according to standard may still not satisfy a
customer if it is served quite late.
3. Warmth and courtesy of the service staff.

 A fast and efficient service performed according to
acceptable standards is likely to lose its meaning to a
customer who may have been served by an attendant with
a frowning in sarcasm.
 What is worst is when the customer has been shouted
upon by the service staff.
Note for the Industry: Always bear in mind, that customers are human
beings who treasure their feelings and sentiments.
 Impolite gesture and indicatives of lose of respect for a person by
these actions are likely to hurt their ego and sentiments.
 Unpleasant experience when not properly compensated nor
handled by supervisors will likely push the clients, to say
goodbye to the industry and never come back.
LET US REMEMBER
In an industry, employees should always remember that the customer

is the heart of their business. They need to value their client as
human being. They must treasure their feelings and sentiments,
Always show a positive attitude, gestures/actions to ensure the
satisfaction of their guest for surely they will come back.
19
DIRECTION: Answer the following questions in a separate sheet of

pad paper.
1. How do you keep client satisfaction?
2. What must the industry not forget about their client
satisfaction?
FILM VIEWING
Guide questions:
1. What are the good qualities of the employees that
satisfy the client?
2. How do you evaluate the industry? (Physically)
3. What can you say about the employees in dealing
with their guests?
Resources:
Manuals
Pamphlets
Film
References:
Ditan, Joseph Linford A., Fundamentals of Food and Beverage Service
Operations, pp. 118 – 145
Degullado, Dante B., Food and Beverage Service Manual, pp.14–28
http://en.wikipedia.Org./wiki/ body language
20
LESSON 4
H
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ND DLLIINNGGQ QUUEERRIIE
ESS TTH
HR ROOU
UGGH
HTTE
ELLE
EPPH
HOON
NEE,, F
FAAX
X
M A C HI N E , I N T E R N E
MACHINE, INTERNET, AND E-MAIL T , A N D E - MA IL
W
WHHAAT
T IISS T
THHE
E LLE
ESSSSO
ONNA
ALLLL A
ABBO
OUUT
T??
The lesson deals with handling queries through telephone,
internet and e-mail.

1. observe telephone techniques, internet and e-mail
2. record customer’s queries in line with workplace procedure
3. respond efficiently on customer’s queries
LET US STUDY
Before you start with the lesson, first familiarize yourself

with the following words to be taken in the lesson.
1. Browsing- to look for information from the World Wide Web.
2. Efficiently - exhibiting the high ratio of output to input.
3. Prompt - on time, punctual, done without delay
4. Cutlery - cutting instruments and especially tableware
5. Monogram - design composed of one or more initials of names
6. Auto Attendant - a series of tired recordings leading an inquirer
top a recorded answer or the appropriate staff person
7. Interactive voice response systems -information retrieval from a
main computer using telephone or terminals
8. E-mail staff person - responses to computer queries
TELEPHONE TECHNIQUES
The telephone offers a unique, two-way medium for public
involvement
 It can be used to obtain information and to give opinion.
 Its use has entered a new era of potential application to
community participation going beyond question and answer
techniques towards the involving new multi media
connection with television and computer.
 Telephone have long been used for community involvement,
innovations are available for expanding telephone used.
21
WHY ARE THEY USEFUL?
 Telephone techniques are basically interactive.

 The telephone is used to initiate a conversation or a
query, and a response of some kind is made to advance
the action.
 Responses can vary from pre-recorded messages to staff
responses on specific topic.
 Telephone techniques which are out to a broad variety of
people who might not otherwise participate in the
transportation process, including people with these
abilities.
SPECIAL TELEPHONE TECHNIQUES
1. Agency use of telephone can cover many topics

 An audio text service can be programmed to give answer to
many pieces of information including times and dates of
community meetings.
2. Agency use of telephone covers a large geographic area.
 Shows a desire to community with the general public.
3. Telephone techniques are easily understood.
 Special training for participant to get involved and express ideas
is not required.
4. Telephone techniques can combine several applications.
 An aggressive telecommunication project enhancing public
communication and reducing vehicle trips by combining an
electronic bulletin board, optical imaging technology, geographic
information system, electronic and voice mail and fax system.
WHO SHOULD PARTICIPATE?
1. Any community resident can participate and most telephone

technique
 The exception being the structured telephone survey which
requires specific individuals as part of statistical sampling
techniques.
2. People participate by phoning their queries of ideas to an agency.
 The agency is responsible for noting and recording ideas
presented in this way and informing inquirers of how their
comments are being recorded and considered.
22
HOW DO AGENCIES USE THE OUTPUT?
 Telephone survey results are especially useful in sampling

public opinion.
 They demonstrated the degree of public support for an agency’s
proposals and their shapes and results.
 They show potential political difficulties becoming useful in
developing policy.
 Hot line help people reach the right staff person to give out
information about a program.
 They help an agency receive and disseminate accurate
information.
HOW ARE THEY ORGANIZED?
1. Highly technical telephone techniques require outside

assistance from specialized agencies or firm. The evolving
relationship with table televisions is likely to require expertise
and specific programs or equipment.
2. Telephone techniques need a lead person within an agency.
 a person who is vitally interested in trying new techniques
for reaching people.
HOW DO THEY RELATE TO OTHER TECHNIQUES?
1. Telephone technique can be a part of strategy. They can provide

information about meetings, on going planning processes.
2. Community surveys are sometimes made by phone. Telephone
surveys are opinion polls frequently used to obtain information
that is not otherwise available to an agency.
3. Results of telephone calls are used in many other situations.
They can be part of a focus group-as an element for discussion;
they can be part of the charrette to establish the point of view of
the community at large. They can be used in civic advisory
committees to deal with community feedback on a program or
project.
4. Especial effort to accommodate hearing disabilities. Text
telephone such as TDD-telephone devised for the deaf are
available with small screen and keyboard to aid people who
have hearing disabilities.
23
PROCEDURE IN INTERNET WEB BROWSING
1. About the procedure
 This procedure details the processes relating to staff
USES OF INTERNET
1. It makes easier for people to communicate
2. It could create a text file and deliver it to designated ”mail box”
3. It is able to send messages to remote mail box on the network
4. Mailing lists connect a group of people who are interested in the
same topic
5. It collects messages above different topics forming thematic
newsgroups in which anyone can participate
6. The most immediate ways to communicate with others
7. Internet telephone is used as the traditional telephone
TO OPEN THE MSN MAIL PROGRAM
1. Go to http.//www.msn.com. The welcome page will open

2. While on MSHHOME’ click on the “HOTMAIL” link
3. When the please sign page open, enter your hotline E-mail
address and your password
4. Click on “sign in, the In box” will open
5. Set the cursor in the E-mail item you wish to open and
double left click your mail message will open
6. To open the next E-mail, click on “Previous” or “next” links at
either the top or the bottom of the E-mail message
HOW E-MAIL WORKS?

It can take days to send a letter across the country and
weeks to go around the world. To save time and money, more
and more people rely on electronic mail. It’s fast easy and much
cheaper than using the postal service.
WHAT IS E-MAIL?
 E-MAIL- is an electronic message sent from one device to
another. While most messages go from computer to
computer
 E-mail can also be sent and received by mobile phone
 To send E-mail, you need a connection to internet and
access to a mail server that forwards your mail
 SMTP- “The standard protocol used for sending internet
E-mail” Simple Mail Transfer Protocol
 MIME- “Multipurpose Internet Mail Extension”- it is used
to send messages without attachment via internet
24
WHAT MAKES E-MAIL DIFFERENT?

 Electronic communication, because of its speed and
broadcasting ability is faster
 Fundamentally different from paper –based communication
 E-mail is more conversational than traditional paper based-
media
TRADITIONAL FAX
FAX MACHINE is a modern electronic instrument composed of a
scanner and a printer.
 It transmits data in the form of pulses via a telephone line to
a recipient usually, another fax machine which then
transforms this impulses into image and print them in a
paper
 The traditional method requires a phone line and only one
fax can be connected to send or receive at a time
 Inter fax achieves a dramatic deduction in communication
cost especially when long faxes are frequently exchanged
with overseas or distant office
ADVANTAGES OF THE TECHNOLOGY
1. No fax machine
2. Mobility
3. Confidentially
4. No installations
5. No telephone subscription
6. Many faxes can be sent or receive simultaneously and faxes
can be receive while the computer is switch off.
LET US REMEMBER
It is important to remember that through telephone, E-

mail, fax machine, and internet messages easily reach the
receiver with less expense, your messages will reach you
confidentially, no worries of delayed messages
25
DIRECTION: Answer in a separate sheet of pad paper.

1. What are the proper ways of responding to queries and
information?
2. How are you going to record queries and information
rapidly?
Role play on the different responses to queries/information.
REFERENCES:
http.//www.fhwa.dot.goo/reports/pitted/telephone.htm.
26
LESSON 5
HANDLING COMPLAINTS, EVALUATION, AND RECOMMENDATION
The lesson deals with proper handling of complaints, the

evaluation and recommendation about the industry.

1. observe proper way of answering complaints in line with
workplace procedure.
2. identify the nature and details of complaints.
3. distinguish industry/workplace procedure in giving
evaluation and recommendation.
LET US STUDY
Before you start with the lesson, first familiarize yourself with
the following words.
1. traumatic – sad experience
2. devoid – completely lacking
3. sarcasm – tear flesh; speak bitterly
DOING WHAT YOU CAN TO SATISFY THOSE WHO COMPLAIN
STEPS IN HANDLING COMPLAINT

 Listen carefully to the complaint
 Repeat the complaint back and get acknowledgement if you hear
it correctly
 Apologize
 Acknowledgement of the guest’s feelings (anger, frustration,
disappointment, etc.)
 Explain what action you will take to correct the problem
 Thank the customer for bringing the problem to your attention.
27
LEARNING TO GET DIFFICULT CUSTOMERS ON YOUR SIDE
COMMON REASONS WHY CUSTOMERS MAYBE DIFFICULT TO DEAL

WITH
 They are tired or frustrated
 They are confused or overwhelmed
 They are defending their ego on self-esteem
 They have never been in a similar situation before
 They don’t speak or understand the language very well
 They are in bad mood and take it not on you
 They are in a hurry or have waited on extended period of time
for service
FOUR STEPS IN GETTING CUSTOMERS TO YOUR SIDE
STEP 1 Don’t take it personally

This is one of the hardest customer service skills to learn
Remember they are not attacking you personally
(Even though it may seem that they are)
STEP 2 Remain calm. Listen carefully

This is easy to say but difficult to do
Take a deep breath and plan your words carefully
Paraphrase what they have said and make sure you have
heard them correctly
STEP 3 Focus on the problem, not the person

Be a problem solver, try to figure out what this person
needs in someway if you can. Let them know what you
can do
STEP 4 Reward yourself for turning difficult customers into happy

one
TAKING THAT ONE EXTRA STEP
Always give your guest a gracious smile as you welcome him

or in bidding goodbye. For regular customers, recognize their
continuous patronage of the industry, know their preferences,
rooms, tables, drinks, etc.
Be generous in expressing gracious remarks like “Have
you enjoyed your stay in our industry. Please don’t hesitate to come if
you need anything.”
28
HOW TO TREAT COMPLAINT FROM A CLIENT
When for some reason or another a client became

disagreeable with you, never answer back. Keep cool, try to solve
peacefully the problem and if the difficulty is too big for you, call your
supervisor at once.
HANDLING COMPLAINTS
1. Customers
2. Apologize to customer
3. Never argue or disagree
4. Handle the problem yourself if possible
5. Offer alternative
6. Try to turn the complainant back into a satisfied customer
LET US REMEMBER
Customers are the important assets of the industry, so employees must

be trained to remain calm and ready to solve several critical cases, to the
satisfaction of the customer. In the first part, you have to select the best
possible answer you could give the guest. By maintaining eye contact remain
relaxed, listen to the facts and emotion, emphasize and accept responsibility for
the guest. Solve the problem instead of blaming others, lying and creating
stories; Explore solutions to reach a decision agreeable to the guest and act on
the decision.
29
DIRECTION: Prepare a ½ sheet of pad paper for your answer.

1. What are the steps in handling complaints?
2. How do you handle complaints of the guest?
Field Trip to the Venue:

Probable situations to be dealt with and reported to the class.
1. Arrival to the venue
2. Serving services
3. Handle complaints (a member of the group may give a situation
where in a problem arises)
Example: Order food listed in the menu list but out of stock, but
insisting to have it.
Manuals
Pamphlets
References:
Ditan, Joseph Linford A., Fundamentals of Food and Beverages
Service Operation, pp.113 – 130
30
Pre-test
1. Who among the following personnel in an industry is considered

the life and blood of food and beverage industry?
a. customer c. manager
b. employee d. worker
2. What is the best characteristic of an employee that motivates
the customer to stay longer in the industry?
a. assist the customer to the vacant table
b. be calm and relax all the time
c. always put a smile on your face and be friendly
d. all of the above
3. If your guest arrives, but there is no vacant table, what will you
do?
e. assist him to the bar, but don’t forget him there.
f. propose a menu which he would like or choose any and
give his order
g. prepare the table for the guest
h. try your best to make him patient
4. Which of the standard operating procedure of greeting the guest
is the best in dealing with the customer?
a. be calm in dealing with the problem
b. first impression is lasting in an industry
c. never neglect the first contact with a client
d. welcoming is a first impression that the customer
will remember to come back
5. Which art of communication is shown when a person is
speaking in a group and many are showing their responses
e. facial expression
f. body language
g. body gesture
h. body posture
6.Which of the symbolic messages is transformed by means of
intonation, vocally-produced noise, body posture and body
gesture?
a. body language
b. non-verbal communication
c. oral communication
d. verbal communication
7. Which art of communication is not included in the verbal and
non-verbal communication?
a. body language
b. paralanguage
c. waving of hands
d. winking and slight movement of the eyebrow
31
8. Which of the following is not included in the modes of farewell?

a. kissing and hugging
b. sending letter
c. smiling
d. waving of hands
9. Which is not included in the symbolic message of an oral
communication?
a. body gesture
b. facial expression
c. fare welling
d. intonation
l0. Which of the following needs of customer does not belong to the
group?
e. need to be understood
f. need to feel welcomed
g. need to feel important
h. need to be somebody
ll. Which is not included in the standard requirements for the
urgency needs of the customer?
e. manner of preparation
f. preparation time
g. personal hygiene
h. special qualities of the dish
12. Which of the following does not belong to the body language
checklist?
a. do you hold your head high and steady?
b. do you find it easy to maintain natural smile?
c. do your arms move in a natural unaffected manner?
d. do you use the two levels of communication?
13. Which of the good working attitudes and pleasant approaches
does not belong to the group?
a. good communication
b. body language
c. sound intonation of your voice
d. your appearance
14. Which is not included in maintaining high quality service to the
customer?
a. customer satisfaction
b. some emblem
c. keeping clear item
d. setting strategies
32
15. Which is not an example of EMBLEM which means a verbal

accompaniment?
a. hand signal
b. high file
c. hugging
d. victory sign
16. Which is not included in providing quality service?
a. general outlook
b. dental serving
c. personal hygiene
d. your personal attitude towards client, work and colleagues
17. Which of the following equipment is used in sending messages
to relatives and friends?
a. e-mail
b. fax machine
c. internet
d. all of the above
18. Which of the following equipment is considered the easiest, and
affordable way to contact our friends and relatives who are far
from us?
a. fax machine
b. internet
c. telephone
d. telegram
19. Which of the following steps in handling complaints or queries is
not included?
a. call the manager to help you handle the problem
b. acknowledgement of the guest’s feelings
c. explain what action you will take to correct the problem
d. listen carefully to the complaint
20. Which of the following words below refers to a motion of the
limbs or body made to express thought or to emphasize speech?
a. farewell
b. communication
c. gesture
d. speech
33
KEY TO CORRECTION
1. a
2. d
3. a
4. b
5. a
6. c
7. b
8. b
9. c
10. d
11. c
12. d
13. c
14. c
15. c
16. b
17. d
18. b
19. c
20. c
34

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Republic of the Philippines

Unit of Competency: Provide Effective Costumer Service

Module Title: Providing Effective Costumer

What is the module about?…………………………………………………….……………1

Republic of the Philippines

Unit of Competency: Provide Effective Costumer Service

Module Title: Providing Effective Costumer

WHAT IS THE MODULE ABOUT?

The module deals with the knowledge, skills and attitudes in

WHAT WILL YOU LEARN?

After completing the module, you should be able to:

WHAT DO YOU ALREADY KNOW?

Let us find out how much you already know about

1. Who among the following personnel in an industry is considered

8. Which of the following is not included in the modes of farewell?

15. Which is not an example of EMBLEM which means a verbal

WHAT IS THE LESSON ABOUT?

The lesson deals with the proper greetings of the customer in

WHAT WILL YOU LEARN?

At the end of the lesson, you should be able to:

Before you start with the lesson, familiarize yourself

 gesture - a motion of the limbs or body made to express thought

STANDARD OPERATING PROCEDURES OF GREETING THE

GREETING THE GUEST

WITH A SMILE ON YOUR FACE AND IN A FRIENDLY MANNER

 Body language – a term for communication using

 Most basic and powerful body – language signal

HOW POTENTIAL IS NON-VERBAL BEHAVIOR

Some researches show the level of non-verbal communication as

In groups, there is typically a person speaking at a time but many

Oral Communication. These symbolic messages are transferred by

Two levels of spoken message

 Non-verbal means are innate and universal ( i.e. people

Note: The conditions of non-verbal communication to the total

The proper handling of costumer will insure continuous

Direction: On a separate sheet of pad paper, answer the following

1. What are the ways of communicating to clients?

LET US APPLY WHAT YOU HAVE LEARNED

WHAT IS THE LESSON ABOUT?

The lesson deals with the needs of the customers, the

WHAT WIIL YOU LEARN?

At the end of the lesson, you should be able to:

IDENTIFY THE NEEDS OF THE CUSTOMER

A. Understanding the basic needs of the client

Effective menu and beverage merchandizing require product

Note: When describing the quality of a dish/ beverage, study guest’s

GOOD WORKING ATTITUDE AND PLEASANT APPROACH

* Send Positive Attitude

B. BODY LANGUAGE ( Body Language Checklist )

C. Sound of your voice

In the food and hospitality industry, working with colleagues

CUSTOMER RELATIONS TECHNIQUES

2. Customer relation involves understanding the local and

Staff are able to accurately identify the customer’s needs and

Restaurant is no doubt a very competitive business, customers are

HOW MUCH HAVE YOU LEARNED?

DIRECTION: Prepare a sheet of pad paper and answer the

1. What are the needs of a client in order to be satisfied with

LET US APPLY WHAT YOU HAVE LEARNED

Ditan, Joseph Linford A., Fundamentals of Food and Beverage Service

DELIVERING SERVICE TO CUSTOMER

WHAT IS THE LESSON ABOUT?