Food and Beverage Services

QUARTER 4 LAS Number 5

(Week 6)
Name of Learner: Grade/Section:
Teacher: Date Submitted:

LEARNING ACTIVITY SHEETS

TOPIC: Apologize to the customer

1. Offer sincere apology to the disservice.
2. Show empathy with genuine concern and consideration to the guests.
3. Avoid excuses or blaming others.
4. Express gratitude to the guest for bringing the matter up for attention.

Background Information for Learners

All restaurants are inevitably to deal with scenario on customer complaints. No matter how hard you
to try to satisfy your customers, still something will go wrong that is beyond our control. Unexpected
mistakes may happen. Some customers are hard to please and will complain if they are not fully
satisfied. Unfortunately, restaurants have to deal with these complaints whether it is their fault or not.
Customer believe that they have the right to complain and they expect an apology. This of course
will not prevent you from becoming angry, despite of your best efforts, the customers are still hostile.
But just the same, you can still send them some courteous notes. Be ready to show concern and
empathy to their situation.
Below are some of the words used in apologizing the guest:
1. “I understand how you feel”
2. “I see, I apologize, I am sorry”
3. “I can see how you might feel the way”
4. I understand you are not happy about the wait sir, but we are working as fast as we can
to get you a table”
5. “We really appreciate your patience and willingness to wait”
6. “Perhaps you would like to have a drink and at the bar until your table is ready”. It is not
right to put the blame on the customer. Let them feel that you are ready to listen and address their
concerns. Thank and acknowledge them. By this, you are putting your company on the side of the
customer.
A good apology has two elements:
1. It shows the person’s regret over their words or actions.
2. It acknowledges that said actions, intentional or not, hurt the person you’re apologizing to.
• So you can’t just say “I’m sorry” and leave it at that. You've got to show remorse and
understanding that your actions hurt someone else.
• Only when these two elements are present in your apology can you start to rebuild your broken
relationship with the customer.
• It is not right to put the blame on the customer. Let them feel that you are ready to listen and
address their concerns.

Note: Practice Personal Hygiene protocols at all times. – M.Huliganga 1

• Thank and acknowledge them. By this, you are putting your company on the side of the
customer. This of course will not prevent you from becoming angry if even despite your best
efforts, the customers are still hostile. But just the same, you can still send them some courteous
notes

The LAST Approach This approach or actions help your calm down the unhappy customer.
L-ISTEN to the customers’ problem/complaints. Give them your full attention while they are
talking and show sincerity that you care, feel them and that you are willing to help.
A-POLOGIZE. Let them feel that you are sorry of his bad experiences.
S-OLVE the problem. If you don’t know how to resolve it, then call somebody to help you.
You may call the manager for assistance.
T-HANK the customer for bringing the concern and calling your attention.
Good Customer service and satisfactions are the main concern of a business. As a wait staff, it is
very important to know how to deal with customers so that they will feel happy and comfortable. But
sometimes, there are unexpected situation that we encounter. Some customers are hard to please and
will complain if they are not fully satisfied and we have to deal with these complaints whether it is
their fault. Customer believe that they have the right to complain and they expect an apology. Of
course, this will not prevent you from becoming angry, despite of your best efforts, the customers are
still aggressive

LEARNING ACTIVITY 1: TRUE or FALSE

1. Apology should be made to the customer for any inconvenience caused
2. A sincere apology is offered for the disservice.
3. Gratitude is expressed to the guest for bringing the matter up for attention.
4. Excuses or blaming others are avoided.
5. Empathy is shown to the guest to show genuine concern

LEARNING ACTIVITY 2: RIGHT or WRONG

1. We appreciate your patience and you willingness to wait.
2. You may look for other restaurant if don’t want to wait.
3. We are just doing our work!
4. I understand how you feel maám.
5. I am sorry, we sincerely apologize.

LEARNING ACTIVITY 3: Journal Writing

I learned that

I realized that