CBLM

Sector : TVET
Qualification Title: TRAINING METHODOLOGY I
Unit of Competency: RECEIVE AND HANDLE GUEST CONCERN
Module Title: RECEIVING AND HANDLING GUEST CONCERN
Technical Education & Skills Development Authority

NATIONAL TVET TRAINERS ACADEMY
Marikina City
PARTS OF A COMPETENCY-BASED LEARNING MATERIAL
References/Further Reading
Performance Criteria Checklist

Operation/Task/Job Sheet
Self Check Answer Key
Self Check
Information Sheet
Learning Experiences
Learning Outcome Summary
Module
Module Content
Content
Module
List of Competencies
Content
Module Content
Module Content
Front Page
In our efforts to standardize CBLM,
the above parts are recommended for
use in Competency Based Training
(CBT) in Technical Education and
Skills Development Authority (TESDA)
Technology Institutions. The next
sections will show you the
components and features of each part.
FOOD AND Date Developed: Document No. WCSAT-FBS-TRS512392

BEVERAGE July 2022 Issued by:
Date Revised: Page 2 of 1
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Christian A. Ancheta
HANDLING GUEST
COMPLAINTS Revision # 00
(FOOD AND BEVERAGE SERVICE)
COMPETENCY-BASED LEARNING MATERIALS
List of Competencies
No. Unit of Competency Module Title Code
Prepare the dining Preparing the dining

TRS5 12387
1. room/restaurant area room/restaurant area
for service for service
Welcome guests and Welcoming guests and

TRS5 12388
2. take food and beverage taking food and
orders beverage orders
TRS5 12389
Promote food and Promoting food and
3.
beverage products beverage products
Provide food and Providing food and

TRS5 12390
4. beverage services to beverage services to the
the guests guests
5. Provide room service Providing room service TRS5 12391
Receiving and
Receive and handle TRS5 12392
6. handling guest
guest concerns
concerns

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MODULE CONTENT
UNIT OF COMPETENCY: Receive and handle guest concerns
MODULE TITLE: Receiving and handling guest concerns
MODULE DESCRIPTOR:
This unit deals with the knowledge and skills required in receiving
and handling guest complaints.
NOMINAL DURATION: 31 HOURS
LEARNING OUTCOMES:
At the end of this module you MUST be able to:
1. Listen to the complaint
2. Apologize to the guest
3. Take proper action on the complaint
4. Record complaint
ASSESSMENT CRITERIA:
1. Listened and obtained the entire story or complaint
2. Noted the details of the guest complaint or concern
3. Gave full attention to the complaining guest
4. Paraphrased the guest complaint
5. Offered sincere apology for the disservice
6. Showed empathy towards complaining guest
7. Avoided excuses or blaming others
8. Expressed gratitude to the guest for bringing the matter up for
attention
9. Took action on the guest complaint
10. Informed the right person or the department who solve the
problem for proper action
11. Referred or elevated to higher authority the difficult situations
or serious concerns

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12. Followed-up problem whether it solved or not
13. Documented complaints according to the establishment
standard procedure
14. Recognized person concerned and action taken are recorded
15. Recorded complaint

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LEARNING OUTCOME NO. 3: Take proper action on the
complaint
Contents:
1. Taking appropriate action
2. Right person or department for proper action
3. Referring difficult situation to higher authority
4. Follow-up on the problems
Assessment Criteria
1. Appropriate action is taken regarding guest’s concerns.

2. The right person or department who can solve the problem is informed
for proper action.
3. Difficult situations or serious concerns are elevated or referred to
higher authority.
4. Problem is followed-up to check whether it solved or not.
Conditions
The participants will have access to:
1. Work Location
 FBS Laboratory
2. Equipment
3. Tools, accessories and supplies
 Table, chair,
4. Training Materials
Assessment Method:
 Written Test
 Demonstration
 Role Play
 Interview

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Learning Experiences
Learning Outcome 3: Take proper action on the complaint
Learning Activities Special Instructions

Read information sheet
6.3-1. If you have some problems on
Taking appropriate action Information Sheet 6.3-1, don’t
hesitate to approach your
facilitator. If you feel you are
knowledgeable on the content of
Information Sheet 6.3-1, you can
now answer Self-Check 6.3-1.
Answer Self Check 6.3-1. Taking Compare your answer with the
appropriate action answer key 6.3-1. If you got 100%
correct answer in this self-check,
you can now move to the next
information sheet. If not, review the
information sheet and go over the
self-check again.
Read information sheet 6.3-2 Right If you have some problems on
person or department for proper Information Sheet 6.3-2, don’t
action. hesitate to approach your
Answer Self Check 6.3-2. Compare your answer with the
Right person or department for answer key 6.3-2. If you got 100%
proper action correct answer in this self-check,
self-check again.
Read information sheet 6.3-3 If you have some problems on
Referring difficult situation to higher Information Sheet 6.3-3, don’t
authority hesitate to approach your
Answer Self Check 6.3-3. Compare your answer with the
Referring difficult situation to higher answer key 6.3-3. If you got 100%
authority correct answer in this self-check,
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self-check again.
Reads information sheet Check 6.3- If you have some problems on
4. Follow-up on the problems Information Sheet 6.3-4, don’t
hesitate to approach your
Answer Self Check 6.3-4. Follow-up Compare your answer with the
on the problems answer key 6.3-3. If you got 100%
correct answer in this self-check,
self-check again.
Perform task sheet 6.3-4. Follow-up Evaluate performance of trainee
on the problems using performance criteria
checklist
After performing the activities of LO
3, you may proceed to LO 4.

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Information Sheet 6.3-1.
Taking appropriate action
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Identify proper ways of handling guests complaint; and
2. Take appropriate action regarding guest’s concerns.
In service industry like hotel or restaurant, complaints go side by side.

Whether you would try to sell any product or service, you will find people
who may not become satisfied. In hotel arena, people get angry or not feel
happy for various reasons. Some common reasons are like not getting
proper service by staffs, bad quality of food in restaurant, etc. The basic
golden rule of dealing with guests complaints, is don’t panic or offensive
while guest complaint to you. Try to professionally deal all sorts of
complaints. This is a great chance to show professionalism.
Steps in handling guest complaint
TAKE
HEAR EMPATHIZE APOLOGIZE
ACTION
Things to do while handling guest complaint

1. Mind Set-up
Setting up your mind is important. Keep good faith to help
customer. It has been said that “Customer is the boss” or
“Customer is always right”. So, never take any complaint
personally. Try to be professional and handle each complaint
with professionalism. Generally, people don’t complaint. If
anyone complaint then try to understand his or her feelings. A
complaint indicates that there must be loopholes in your service
and this is your chance to solve your problem. Even world’s
greatest hotel can never fulfill all the guests. You are providing
general standard service and facilities which will be suitable for
most of your guests but not necessarily everyone and for this
reason you should always be ready to provide demanded service
and facilities to each and every guest.
2. Using polite language
Use of language is the most important aspect in handling any
verbal or written complaint. While you are handling any written
complaint then you need to be sure enough about what you are
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writing, careful about each word and make sure any of the word
does not give wrong meaning.
3. Proper listening
Proper listening is necessary for two reasons. First, if you don’t
listen complaints properly then you cannot explain properly. So,
to give logical replies on guest complaints listen carefully.
Another is that if you start replying on each point guest makes
while complaints then there will not be solution. Guest will
become more aggressive. Let your guest express his feeling first
then take your time, make your points and after finishing his
part, start explaining.
4. Remaining calm
You may often find it difficult to remain calm to handle
complaints but you have to be that.
5. Showing sympathy
Start with sympathetic words and expressions are the most
advisable way to handle any complaints. If you show sympathy
then you will get a psychological advantage. Guest will start
feeling that you understand his feelings and you are very careful
about him. Some catchy words and phrases can easily turn the
hot and aggressive situation into cool and friendly atmosphere
6. Apology
Whoever does the mistake, apology first. This does not mean
that you agree on the complaint makes by the guests. It means
that you feel sorry only for the reason that the guest is not
satisfied with your service. After apology you can easily defend
yourself. In fact you should but at the beginning, seek apology.
7. Never blame others.
Never blame others or other department. All your colleagues
who are working as your team member and blaming each other
will violate your team goal. In spite of blaming others take
responsibility on your shoulder if possible to handle the
complaint or call the proper person to deal with the situation
but do not finish your job by blaming others.
8. No Excuse
Never excuse. No guest will love to pay to listen at your excuses.
There are some common excuses like “today we are short of
staffs”, “we are very busy” etc. each of the guests wants full
attention to him. Excusing is not the proper approach rather try
to explain. For when you are selling your service from then it is
your responsibility to be prepared for everything.
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9. Not try to make your guest wrong
It is told that guest is always right. Even if your guest is wrong

then do not directly make him wrong. Logically explain why you
cannot fulfill his demand. This will represent that you are really
caring about your guest as a person and this will make your
guest comfortable and be friendly to you.
10. Be Honest
Be honest within yourself. Never give any promise which you
cannot maintain. Also, do take follow up steps. Whenever a
guest comes to you with any complaint then responsibility puts
on your shoulder. Even if you are not engaged with the
complaint but you have to take regular follow up to finish the
circle. Here circle means from where the complaint has been
started, finishes at that point.
Different types of complainer guest in hotel and restaurant

1. INTELLECTUAL TYPE
In order to deal with this group of people you should
remember:
 Listen their logical properly
 Know the facts properly
 Don’t rush to agree to apology first
 Be logical all the time
 Don’t promise anything you are not sure. They remember every
single detail
 Don’t afraid on their cool calm voice and influencing personality
2. OFFENSIVE TYPE
 Don’t react aggressively

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 Be friendly and try to handle with calm approach
 Isolate the guest
 Keep eye contact
 Don’t interrupt. Let them show their emotion first
 Try to find the right moment to response
 Take notes of their complaint.
 If you can’t handle then refer to the superior one
 If nothing makes the complainer calm and if continues
misbehaving then don’t hesitate to call the security
3. DISTRESSED TYPE
 Before they complaint at you, approach to them and ask them “
Is everything all right sir?”.
 Try to find out why they are distressed. Sometimes for personal
problem people show agony with third person
 If they are not satisfied with your service and facilities then
follow previously discuss tips to make them satisfied
 To change their mood you can offer them freebies like free drink
or free deserts.

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Self- Check 4.1-1
I. TRUE OR FALSE
Instruction: Analyze each statement carefully. Write T if the statement is
TRUE and F if the statement is FALSE.
1. Do not refer the customer to higher authority or to your
supervisor even you can’t handle the situation anymore. Call the police
instead.
2. When addressing complaints, it is very important for you to get
to the bottom of the matter.
3. The last step in handling guest complaint is to take the
appropriate action.
4. The first thing to do in handling guest complaint is immediately
call the manager.
5. Customers who complaints are doing you a service in identifying
what isn’t working in your business or organization.
II. ENUMERATION
Instruction: Enumerate what is being asked.
1. Give at least 5 lines or phrases in showing empathy to guest complaint.

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ANSWER KEY 4.1-1
I. TRUE OR FALSE
1. F
2. T
3. T
4. F
5. T
II. ENUMERATION
1. “Thanks for reaching out about this!”
2. “I’m sorry to hear that you are having trouble.”
3. “I understand how that could be frustrating.”
4. “I’m sorry you’ve had to deal with this.
5. “I can imagine what you must be going through.”

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RIGHT PERSON OR DEPARTMENT FOR PROPER ACTION
1. Refer the right person or department for proper action; and
2. Identify appropriate action regarding guest’s concerns.
There will always be customers who simply can't be pleased, no

matter what you do. But in general, an attentive staff member should
be able to resolve customer service issues as they arise.
In some cases, you may need to ask for support from another co-worker or
manager. Calling on support can help you in some situations to solve a
customer’s problem or answer their questions. Let a customer know that
you are bringing someone else into the conversation that may have a better
perspective or has more authority to solve their problem.
For example, you may want to bring a manager into the conversation if a
customer is demanding more than you’re qualified to give for the
inconvenience. Sometimes customer appreciates this extra step as it
reassures them that their concerns are being heard by someone who can
make larger decisions on how to move forward.
When you are finished helping a client make sure to ask them if there are
any other concerns. They might have been so focused on the original
problem that they forgot another issue. This also lets the customer know
that you still respect and appreciate having them as a customer.
If the customer has been inconvenienced, you may consider offering them a
gift card or credit, if it's within your authority to do so.
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9 tips for excellent customer service
Excellent customer service creates loyal customers for life who are willing to

refer your business to friends, family, and colleagues. Providing this type of
excellent customer service starts with a genuine desire to delight your
customers, but you also have to think beyond selling your products or
services. You need to consider the cumulative experience your customers
have when they visit your store or website, what they think and feel, and
what you can do to make it better.
Learn more about your customers to create a pattern of excellent service in

your small business.
1. Know Your Product or Service

To provide good customer service, you need to know what you're selling,
inside and out. Make sure you and your customer-facing staff knows how
your products or services work. Be aware of the most common questions
customers ask and know how to articulate the answers that will leave them
satisfied.
2. Be Friendly
Customer service starts with a smile. When you are in a face-to-face
situation, a warm greeting should be the first thing your customers see and
hear when they ask for help. Even when handling customer service requests
via telephone, a smile can come through in your voice, so make sure you're
ready to be friendly.
3. Say Thank You
Gratitude is memorable, and it can remind your customers why they
shopped at your store or hired your company. Regardless of the type of
business you have, saying thank you after every transaction is one of the
easiest ways to start a habit of good customer service.
4. Train Your Staff
It's important to make sure all of your employees, not just your customer
service representatives, understand the way they should talk to, interact
with, and otherwise assist customers. Provide employee training that gives
your staff the tools they need to carry good service through the entire
customer experience.
5. Show Respect
Customer service often can involve emotions, so it's important to make sure
you and others you have handling your customer service tasks are always
courteous and respectful. Never let your own emotions overtake your desire
to see your customer walk away happy.

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6. Listen
Listening is one of the simplest secrets of customer service. It means hearing
what your customers are saying out loud, as well as what they are
communicating non-verbally. Watch for signs that they are displeased, while
listening to what they say to you directly.
7. Be Responsive
There may be nothing worse than non-responsiveness to a customer who is
trying to get help, resolve an issue, or find out more about what you're
selling. It's important to respond quickly to all inquiries, even if it is only to
say you are looking into the issue and will be back in touch. Some response
is always better than none so the customer doesn't feel ignored.
8. Ask for Feedback
You may be surprised what you learn about your customers and their needs
when you ask them what they think of your business, products, and
services. You can use customer surveys, feedback forms, and
questionnaires, but you also can make it a common practice to ask
customers first-hand for feedback when they are completing their orders.
9. Use Feedback You Receive
You need to do something with the feedback you receive from customers in
order to make it useful in your customer service process. Take time to
regularly review feedback, identify areas for improvement, and make specific
changes in your business.
Excellent customer service often comes down to consistently checking in

with your customers and making sure they are happy with the products and
services you're selling and the process of purchasing, ordering, working with
you. If you do that successfully, you are on your way to becoming known for
providing excellent customer service.

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Self- Check 6.3-2.
I. Multiple Choice
Instructions: Read each statement carefully. Choose the best answer.
Write your answer on your answer sheet.
1. If customer has been inconvenience, what will you offer to them if you
are in the authority?
a. Cheque c. SPA
b. Money d. gift card
2. If a customer can’t be handle, to whom are you going to refer
EXCEPT.
a. Right person c. Friend
b. Right department d. manager
3. What is the correct sequence of handling guest to a customer who
can’t be pleased no matter what you do?
a. Guest complaint – Refer to others – Take follow-up – Finish the job
b. Guest complaint – Refer to others – Take follow-up – Finish the
customer
c. Guest complaint – Take follow-up– Refer to others – Finish the job
d. Refer to others - Guest complaint – Take follow-up – Finish the job
4. Why is it important to refer a guest complaint to the manager or
supervisor if they can’t be handled?
a. Because they are the one who have the authority
b. Because they are more knowledgeable of the matter
c. Because they are the right person for proper action
d. All of the above
5. Why there is a need for an employee to have a guest complaint’s
solving skills?
a. To handle anything their jobs throw at them
b. To observe, judge, and act quickly when difficulties arise
c. To respond well to under pressure
d. All of the above
II. IDENTIFICATION
Instruction: Answer what is being asked.
1. Enumerate the 9 tips for excellent customer service

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ANSWER KEY 6.3-2.
I. Multiple Choice
1. D
2. C
3. A
4. D
5. D
II. ENUMERATION
1. Know your product service
2. Be friendly
3. Say thank you
4. Train your staff
5. Show respect
6. Listen
7. Be responsive
8. Ask for feedback
9. Use feedback you receive

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Difficult situations or serious concern referred to higher
authority
1. Identify ways/tips on how to handle difficult situation; and
2. Familiarize with the strategies in handling difficult situation.
Difficult situations at work are easy to ignore, but this often leads to ethical
failures. Becoming more comfortable managing difficult situations will lead
to more ethical decision-making and a more ethical culture.
7 Key Tips for Dealing with Difficult Situations
Tip 1: Establish facts first
When difficult situations arise, it is all too easy to jump to solution mode too
quickly. While there may be a limited amount of times when fast action is
absolutely necessary, your first step to successful resolution it to establish
facts. Remember that facts as opposed to hearsay or opinion are verifiable.
Be alert to being swayed by the opinions of those who are strong characters.
When people make claims or assertions, ask for specific examples of what
happened and when it happened. Often you find that there isn’t a lot of
substance behind what is being said.
Tip 2: Ask lots of questions
Questions, especially the short powerful variety are a great way of getting to
the core issue rather than all the detail that someone is trying to provide to
you. Think of it a bit like peeling an onion, each layer is getting you closer
to the core.
Open questions are much better way of getting to the core of the issue.
These typically are questions such as:
1. When did this issue arise?

2. How did it impact on what you were trying to achieve?

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3. What would be an ideal outcome from your perspective?
4. What options are there?
5. How can we move forward?
Tip 3: Actively listen
There is little point in asking great questions if you are not actively listening
to what is being said. Resist the temptation to jump in before you have
properly listened to the different points of view.
Most of the time we listen passively or not at all, simply going on the
defensive or push our points of view.
If you can listen with intent and pay attention to what is being said and also
the body language, you will do a much better job at listening.
Better listening leads to better understanding and a better response in my

experience.
Tip 4: Avoid pre-judgement
We all, if we are honest will form some judgements immediately. While

these might be right at the end of the day, don’t let pre-judgement get in the
way of establishing the real issues.
Aim to stay open minded and objective rather than assuming or guessing.
Tip 5: Act professionally
The challenge for you is to remain professional at all times. A good test of
this is to ask yourself how you would like to be treated if you were not the
manager or leader but an aggrieved party.
Think also about the longer term consequences for you and your career if
you deal with a difficult situation unprofessionally.
People will respect you more if you try to always be professional in your
dealings with them, even on a difficult issue.
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Tip 6: Aim for win-win
While this is not always possible, you should aim to find solutions that don’t
result in a feeling from one party that they have lost while another has won.
This might require some careful negotiation around what would constitute a
good outcome for all those involved.
Accept that there may be situations where you have to be very direct but
make these the exception rather than the norm.
Tip 7: Remember there is no one size fits all approach
Each situation is different. While there might be some common ground,

remember there is unlikely to a one size fits all approach to difficult
situations. Adapt your approach depending on the situation.
Good planning and preparation will help make sure that you are able to
adapt while dealing with the situation or issue.
How to deal with difficult customers

Though there are many types of difficult customers, you can follow some key
strategies to help you improve your customer service skills and effectively
resolve customer conflicts. The following are some steps you can take to
provide excellent customer service when dealing with difficult customers:
1. Keep your communication professional
When you're communicating with the customer, keep your language

professional, friendly and respectful. Your behavior reflects your employer or
business, and it is always good to be mindful of your actions and repress
any impulses to take the difficult customer's behavior personally. To manage
professional communications, keep an even tone and check that your body
language shows your customer that you're open to the feedback they're
giving. For example, look them in the eye and use their name when
responding.
A customer's behavior is complex, and you will likely not understand all the
factors that influence their decisions. Remaining objective and professional
will help you to maintain a service-oriented demeanor.

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2. Remain calm and collected
Take a deep breath and tune into your emotions when you're interacting
with difficult customers. It is in your best interest to relax and make every
customer interaction as smooth as possible. When you stay calm, you keep
the situation from escalating into more difficult communication.
Practice mindfulness when you are interacting with customers. Ask yourself,
"How are they making me feel right now?" You may notice that your heart is
racing or you are not breathing deeply. Notice the tension in your body and
make a conscious decision to keep the present situation from stressing you
out. Your interaction with the customer is more likely to be successful if you
learn how to recognize and modulate your emotions. For example, if a
customer is angry, you may choose to maintain a helpful yet serious tone.
3. Speak softly
In a situation where a customer raises their voice, it may be best to speak

even more softly than normal. You may want to approach them calmly and
speak quietly and slowly. A calm presence helps to keep the situation under
control and manageable. Speaking softly is a strategy that may be useful for
de-escalating tense conversations.
4. Practice active listening
Active listening is a skill that improves comprehension and communication

in conversations. It involves focusing your intention on the speaker,
understanding what they are saying and responding in a thoughtful
manner.
Active listening helps you to understand the significance of the customer's

words so that you can do your best to make the situation better. So you may
need to use active listening when your customer needs reassurance that
you're engaged in the conversation. Giving the customer your undivided
attention should seem respectful, and it will help you to fully understand
the problem and how to come up with solutions.
One way to practice active listening is to use verbal affirmations that let the
speaker know you are listening and engaged in the conversation. The
following are some examples of verbal affirmations:
 "I understand."
 "Yes, I agree."
 "I know what you mean."
 "I hear you."

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 "That makes sense."
Active listening is a skill that takes practice to master. It is important in the

workplace because it helps you to identify and solve problems effectively.
5. Give them time to talk
People want to be understood. Show the customer that you are listening to
them. Nod your head and keep an open style of body language. Give them
ample time to express themselves before you respond to them. Giving them
time to express their minds will help you to understand the situation and
give the customer time to work out their thoughts and feelings. It can be
tempting to talk over them, but you should wait until there is a natural
lapse in the conversation.
If the situation allows, let the customer know that you want to hear their
words and you'll remain silent so you can absorb all they are saying without
interrupting.
6. Understand the customer's point of view
When managing difficult customers, you can take time to reflect on their
point of view. Empathy skills help with understanding another person's
feelings or intentions. Practicing empathy allows you to understand the
present emotional state of the customer and respond accordingly.
It takes two people to participate in an interaction. In the case when you're

speaking with a customer, the customer may need to express their
frustration, and you want to hear them out so you can help. If you want to
better understand a customer's point of view, try asking questions.
Clarifying their needs can help them to know your genuine desire to make it
right and allow them to relax knowing you want to help.
To practice empathy, try to:
 Nod.
 Ask the customer what their ideal solution is.
 Be respectful.
 Take responsibility by using phrases such as, "You're right, we

did that wrong."
7. Assess their needs
One of the best ways to deliver customer service is to figure out the specific
needs of each customer. Taking the time to understand the needs of the
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customer will help you resolve their issues more quickly. Let the customer
know that you will do everything in your power to address their complaint.
8. Seek a solution
Sometimes, it can be useful to simply ask the customer what they need. For
example, you could say, "What do I need to do to make this better for you?"
This can help you get straight to satisfactory solutions, and focusing on
solutions will give you a better chance of resolving the situation quickly.
This option is best when you're not sure which actions would ease a
customer's mind. Allow them to name their ideal solution so you have a
better chance of meeting their expectations and/or finding a compromise
and retaining them as a customer.
9. Ask for support
In some cases, you may need to ask for support from another coworker or
manager. Calling on support can help you in some situations to solve a
customer's problem or answer their questions. Let a customer know that
you are bringing someone else into the conversation that may have a better
perspective or has more authority to solve their problem.
For example, you may want to bring a manager into the conversation if a
customer is demanding more than you're qualified to give for the
inconvenience. Sometimes customers appreciate this extra step as it
reassures them that their concerns are being heard by someone who can
make larger decisions on how to move forward.
10. Maintain a positive relationship
When you are finished helping a client, make sure to ask them if there are
any other concerns. They might have been so focused on the original
problem that they forgot another issue. This also lets the customer know
that you still respect and appreciate having them as a customer.
If the customer has been inconvenienced, you may consider offering them a
gift card or credit, if it's within your authority to do so.

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Self-Check 6.3-3
I. Matching Type
Instruction: Match the phrase/s in column A with the steps on how to
handle difficult situations in Column B. Write your answer on your answer
sheet.
Column A Column B
1. "What do I need to do to a. Active Listening

make this better for you?" b. Seek Solution
2. “You’re right, c. Understand customers
We did that wrong.” Point of view
3. “Yes, I agree” d. Remain calm and
4. “Mr. Jun I understand you!” collected
5. "How are they making me e. Keep your communication
feel right now?" professional
II. ENUMERATION
Instruction: Answer what is being asked.
1. Enumerate the 7 Key Tips for Dealing with Difficult Situations

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Answer Key 6.3-3
I. Multiple Choice
1. B
2. C
3. A
4. E
5. D
II. Enumeration
1. Establish facts first
2. Asks a lot of questions
3. Active listening
4. Avoid pre-judgement
5. Act professionally
6. Aim for win-win
7. Remember there is no one size fits all approach

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Information Sheet 6.3-4
Follow-up on the problem
1. Identify the importance of following up guest complaint; and
2. Discuss the importance of problem-solving skills in the workplace.
We’ve all heard that old saying ‘The customer is always right’ and we all
know that the customer is NOT always right! Customers often make
completely unjustified complaints; so the question is – ‘what is the best way
to deal with customer complaints: both real and unjustified’?
As a business owner, you have responsibilities to both your employees and

your customers. The only effective way of handling a customer’s complaint is
to do your research and determine exactly why your customer is unhappy;
then address the issue in a respectful manner with both your customer and
staff member.
1. Listen to Your Customer

Listen to what your customer has to say. They have made a
complaint, justified or not, so obviously they are concerned about a
specific aspect of your service. Let them speak, and listen respectfully.
Don’t be tempted to jump in with your response. Try to understand
why this customer is unhappy and what’s driving their concern.
2. Empathize
Now you need to create a bond between the two of you; so once you’ve
carefully listened to their story you should empathize with the position
they find themselves in. Let them know you’re actually listening; that
you understand their complaint and empathize with them. Say you
intend working with them to ensure the issue will be resolved to their
complete satisfaction.
3. Suggest a Solution
It’s time to offer a solution to your customer’s complaint. Remember
always to focus on what you can and will do, as opposed to what you
cannot or will not do. We know there’s a solution to every problem,
and it’s usually a very simple one. Perhaps the solution won’t be
exactly what they’re asking for, but focusing on what you can do
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instead of denying them their chosen solution means you’re still
offering a remedy. Just the fact that you’re happily and willingly
offering a different solution will usually be sufficient to diffuse the
situation.
4. Time To Move!
Execute the solution, and do it now! Once you’ve both agreed on a
solution, make sure you implement it immediately. This is great
customer service, and your once-unhappy customer will walk away a
very happy and still-loyal customer.
5. Follow-Up
Following a complaint resolution, always follow-up with your customer
to ensure that they’re happy and that you took care of their concern in
a manner they’re entirely satisfied with. This is a very important step,
and one that very few businesses take. Your customers are your
livelihood, so you must ensure that they’re happy with your service.
By reaching out to a customer following a complaint resolution, you’ll
achieve two things:
 The first is that you’ll discover whether you actually did resolve
their concern;
 The second is that, if they were happy with the resolution, your
contacting them will serve as a fresh reminder of the great customer service
they received.
Just taking this simple step will set your business apart from the rest:
it will prove to your customers that they’re important to you and that
you do actually care about them.
5 Reasons customer complaints can help your business grow
Customer complaints aren’t always a bad thing, as your company can

actually benefit from them. A customer complaint highlights a problem and
gives you the opportunity to fix it before it becomes more complex.
When a business analyzes issues that make their customers unhappy,
they’re able to take action, address the problem quickly, and in the long run,
offer exceptional service to their clients. While analyzing customer service
pitfalls or any other issues, remember that not all complaints should be
handled in the same manner.
Let’s dive deeper into the topic and see how customer complaints can help
your company grow
1. You can learn from your mistakes
2. Customer complaints allow you to identify ways to improve
3. You get to know your customer better
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4. Communication becomes more effective
5. Dissatisfied customer can turned into ambassador
Importance of Problem-Solving Skills in the Workplace
1. Strategy prioritization, planning, and execution

Efficient problem-solvers can carefully assess customer
requirements and put together a plan that helps them provide a
brilliant service to their intended audience. Their forte lies in
streamlining processes by removing bottlenecks.
2. Out-of-the-box thinking
Problem-solving and creative thinking go hand-in-hand. It is not
a matter of putting a Band-Aid over an issue but finding a way to
fix it dynamically and creatively. This attitude helps the business
stay ahead of the curve and improves the workforce's capability
over time.
3. Better time management

When a problem arises, it needs to be fixed at the earliest.
Employees with excellent problem-solving skills are laser-focused
on what is vital to the business and can roll with the punches
and tight deadlines to deliver when it matters.
4. Risk management
Planning effectively is an essential problem-solving skill to have.
Problem-solvers can react quickly to short-term situations
without losing sight of the future. Their positive attitude
towards learning agility helps them anticipate problems that may
arise in the future based on past experiences, industry trends
and patterns, and current events.
Four stages of problem-solving in the workplace
1. Understand the problem

 Separate facts from opinions.
 Analyze company policies and procedures.
 Determine the process where the problem exists.
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 Discuss with team members involved to gather more
information.
2. List all possible solutions

 Is the solution practical and easy to implement?
 Is it acceptable to everyone involved?
 Does it solve the problem smoothly without creating another
problem?
 Does it fit within the company's procedures and policies?
3. Evaluate the solutions

4. Implement and monitor the progress of the chosen solution

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Self- Check 6.3-4.
I. IDENTIFICATION
Instruction: Read each statement carefully. Identify what is being

asked. Write your answer on your answer sheet.
1. It is not a matter of putting a Band-Aid over an issue but finding a

way to fix it dynamically and creatively.
2. When a problem arises, it needs to be fixed at the earliest.
3. Problem-solvers can react quickly to short-term situations without
losing sight of the future.
4. Efficient problem-solvers can carefully assess customer requirements
and put together a plan that helps them provide a brilliant service to
their intended audience.
5. Following a complaint resolution, always follow-up with your customer
to ensure that they’re happy and that you took care of their concern in
a manner they’re entirely satisfied with.

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Answer Key 6.3-4.
1. Out-of-the-box thinking
2. Better time management
3. Risk management
4. Strategy prioritization, planning, and execution
5. Follow-up

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TASK SHEET 6.3-4
Title: Follow-up on the problems
Performance Objective: Given the guest complaints scenario, you

should be able to demonstrate on how to follow-
up problems raise by the guest (4 hours)
Supplies/Materials : table, chairs, actual documents or

records of guest complaints
Equipment :
Steps/Procedure:
1. Proceed to your demonstration area
2. Read the scenario given by the trainer.
3. Demonstrate on how to follow-up problem to check whether the
guest complaint was solved or not.
4. You will be rated/graded using the performance checklist
Assessment Method:
Role Play

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Performance Criteria Checklist 6.3-4
CRITERIA
YES NO
Did you….
1. Take appropriate action regarding guest’s concerns
2. Inform the right person or department who can
solve the problem for proper action.
3. Elevated or referred difficult situations or serious
concerns to higher authority
4. Follow-up problem to check whether it solved or
not

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Evidence Plan
Competency FOOD AND BEVERAGE SERVICES

standard:
Unit of RECEIVE AND HANDLE GUEST CONCERNS
competency:
Ways in which evidence will be collected:
[tick the column]
Third party Report

Demonstration &
Observation &
Portfolio
Written
The evidence must show that the trainee…
*Listens and obtains the entire story or
complaint
Notes the details of the guest complaint or
concern
Gives full attention to the complaining guest
*Paraphrases the guest complaint
Offers sincere apology for the disservice
*Shows empathy towards complaining guest
Avoids excuses or blaming others
Expresses gratitude to the guest for bringing
the matter up for attention
*Takes action on the guest complaint
Informs the right person or the department
who solve the problem for proper action
Refers or elevates to higher authority the
difficult situations or serious concerns
Follows-up problem whether it solved or not
Documents complaints according to the
establishment standard procedure
Recognizes person concerned and action taken
are recorded
*Records complaint
NOTE: *Critical aspects of competency

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TABLE OF SPECIFICATION
Objectives/ % of
Knowledge Comprehension Application % of
Content Items
25% 35% 40% test
area/Topics
Listen to the 5
1 2 2 25%
complaint
Apologize to the 1 5
2 2 25%
guest
Take proper 1 5 25%

action on the 2 2
complaint
Record 1 5 25%
2 2
complaint
TOTAL 4 8 8 20 100%

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Republic of the Philippines
DEPARTMENT OF EDUCATION
Region 02 (Cagayan Valley)
SCHOOLS DIVISION OFFICE OF CAGAYAN

Lasam East District
WESTERN CAGAYAN SCHOOL OF ARTS AND TRADES
Centro 03, Lasam, Cagayan
FOOD AND BEVERAGE SERVICES
I. MULTIPLE CHOICE
Directions: Read and analyze the items carefully. Choose the letter of the
correct answer from the given choices. Write your answer on your answer
sheet.
1. In listening to guest complaint, what is the first step that you must do?
a. Obtain the entire story or issue of concern from the guest without
interruption.
b. Note the details of the guest complaint or concern.
c. Give full attention to the guest.
d. Paraphrase the guest complaint.
2. Why is important to give full attention to the complaining guest?
a. In order for them to feel that they are valued.
b. In order for you to obtain the exact concern.
c. In order for you take necessary conflict resolution.
d. All of the above.
3. All are importance in taking note of the details of guest complaints
EXCEPT.
a. Who made the note, why, which staff member heard the complaint
and what was done to resolve the problem.
b. It establishes that you were concerned enough to pay attention to and
record the details of the situation.
c. It determines whether or not your complaint is taken seriously.
d. Having the proper documentation may not make a difference as to
whether or not the complaint can be acted on.
4. “Mr. waiter, there’s a fly in my soup! Shouted by a guest. Mr. Jun Cometa,
the waiter he immediately approach the guest. “Excuse me ma’am, do
you mean there’s a fly swimming in your soup, ma’am? What does the
waiter elaborated?
a. Obtaining the issue or concern.
b. Noting the details of guest complaint.
c. Giving full attention to the complaining guest.
d. Paraphrasing the guest complaint.

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QUESTIONING TOOL
Satisfactory
Questions to probe the candidate’s underpinning knowledge
response
Extension/Reflection Questions Yes No
1.  
2.  
3.  
4.  
Safety Questions
5.  
6.  
7.  
8.  
Contingency Questions
9.  
10.  
11.  
12.  
Job Role/Environment Questions  

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13.  
14.  
15.  
16.  
Rules and Regulations  
17.  
18.  
19.  
20.  
The candidate’s underpinning  Satisfactory  Not
knowledge was: Satisfactory

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Templates for Inventory of Training Resources
Resources for presenting instruction
 Print Resources As per TR As per Remarks
Inventory
 Non Print Resources As per TR As per Remarks

Inventory
Resources for Skills practice of Competency #1

______________________________
 Supplies and Materials As per TR As per Remarks
Inventory
 Tools As per TR As per Remarks

Inventory
 Equipment As per TR As per Remarks

Inventory
Note: In the remarks section, remarks may include for repair, for
replenishment, for reproduction, for maintenance etc.
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Supervise
Work-Based
Learning

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FORM 1.1 SELF-ASSESSMENT CHECK
INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary

data or information which is essential in planning training
sessions. Please check the appropriate box of your answer
to the questions below.
CORE COMPETENCIES
CAN I…? YE NO
S
1.
2.
3.
4.
5.
Note: In making the Self-Check for your Qualification, all required competencies
should be specified. It is therefore required of a Trainer to be well- versed
of the CBC or
FOOD ANDTR of theDate
program qualification
Developed: he is teaching.
Document No. WCSAT-FBS-TRS512392
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Evidences/Proof of Current Competencies (Sample)
Form 1.2: Evidence of Current Competencies acquired related to

Job/Occupation
Current
Proof/Evidence Means of validating
competencies

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Identifying Training Gaps
From the accomplished Self-Assessment Check (Form 1.1) and the

evidences of current competencies (Form 1.2), the Trainer will be able to
identify what the training needs of the prospective trainee are.
Form 1.3 Summary of Current Competencies Versus Required

Competencies (Sample)
Required Units of Current Training

Competency/Learning Competencies Gaps/Requirement
Outcomes based on CBC s
1.
Required Units of Current Training

Competency/Learning Competencies Gaps/Requirement
Outcomes based on CBC s
2.
3.
4.

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Using Form No.1.4, convert the Training Gaps into a Training Needs/
Requirements. Refer to the CBC in identifying the Module Title or Unit of
Competency of the training needs identified.
Form No. 1.4: Training Needs (Sample)
Module
Gaps Title/Module of Duration (hours)
Instruction

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TRAINING PLAN
Qualification: ____________________________
Date
Trainees’ Training Training Mode of Facilities/Tools Assessment
Staff Venue and
Requirements Activity/Task Training and Equipment Method
Time
Date Developed: Document No. WCSAT-FBS-TRS512392

FOOD AND BEVERAGE SERVICES July 2022 Issued by:
NC II Date Revised: Page 48 of 1
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COMPLAINTS Christian A. Ancheta
Revision # 00
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Revision # 00
Technical Education and Skills Development Authority
Western Cagayan School of Arts and Trades
TRAINEE’S RECORD BOOK
I.D.
Trainee’s No._______________
NAME: ___________________________________________________
QUALIFICATION: PLUMBING NC II_______
TRAINING DURATION :____________________________
TRAINER: __________________________________________________

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Revision # 00
Instructions:
This Trainees’ Record Book (TRB) is intended to serve as
record of all accomplishment/task/activities while undergoing
training in the industry. It will eventually become evidence
that can be submitted for portfolio assessment and for
whatever purpose it will serve you. It is therefore important
that all its contents are viably entered by both the trainees
and instructor.
The Trainees’ Record Book contains all the required
competencies in your chosen qualification. All you have to do
is to fill in the column “Task Required” and “Date
Accomplished” with all the activities in accordance with the
training program and to be taken up in the school and with
the guidance of the instructor. The instructor will likewise
indicate his/her remarks on the “Instructors Remarks”
column regarding the outcome of the task accomplished by
the trainees. Be sure that the trainee will personally
accomplish the task and confirmed by the instructor.
It is of great importance that the content should be
written legibly on ink. Avoid any corrections or erasures and
maintain the cleanliness of this record.
This will be collected by your trainer and submit the
same to the Vocational Instruction Supervisor (VIS) and shall
form part of the permanent trainee’s document on file.
THANK YOU.
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NOTES:
__________________________________________________________
__________________________________________________________
__________________________________________________________
__________________________________________________________
__________________________________________________________
__________________________________________________________
__________________________________________________________
__________________________________________________________
__________________________________________________________
__________________________________________________________
__________________________________________________________
__________________________________________________________
__________________________________________________________
__________________________________________________________
__________________________________________________________

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Unit of Competency: 1 PREPARE PIPES FOR INSTALLATION
Learning Task/Activity Date Instructors Unit of Competency: 2 PERFORM MINOR CONSTRUCTION

Outcome Required Accomplished Remarks WORKS
 Lay out
measurements
 Cut pipe NC Level I
within the Learning Task/Activity Date Instructors
required Outcome Required Accomplished Remarks
length and
according to Perform
job piping lay
requirements outs
 Thread pipes Cut pipes
in accordance through
with standard walls and
thread floors
engagement
____________________ ______________________
__________________ ___________________ Trainee’s Signature Trainer’s
Trainee’s Signature Trainer’s Signature Signature

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Unit of Competency: 3 MAKE PIPING JOINTS AND Unit of Competency: 4 PERFORM SINGLE UNIT PLUMBING
CONECTIONS INSTALLATION AND ASSEMBLES
Learning Task/Activity Date Instructors

Outcome Required Accomplished Remarks Learning Task/Activity Date Instructor
Fit-up Outcome Required Accomplishe s Remarks
joints and d
fittings for Prepare for
PVC pipe plumbing works
Perform Install pipe and
threaded fittings
pipe joints
Install hot and
and
cold water supply
connections
Install/assemble
Caulk
plumbing fixtures
joints\
_____________________ ______________________
_____________________ ____________________
Trainee’s Signature Trainer’s Signature

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Revision # 00
Unit of Competency: 5 PERFORM PLUMBING REPAIR AND
MAINTENANCE WORKS
Learning Task/Activity Date Instructors

Outcome Required Accomplished Remarks
 Clear
clogged
pipes
clear
clogged
fixtures
______________________ ____________________

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TRAINEE’S PROGRESS SHEET
Name : JUAN DELA CRUZ Trainer :

Nominal
Qualification : Machining NC I :
Duration
Training Training Date Date Trainee’s Supervisor’s
Units of Competency Rating
Activity Duration Started Finished Initial Initial
Total
Note: The trainee and the supervisor must have a copy of this form. The column for rating maybe used either by giving a numerical rating or
simply indicating competent or not yet competent. For purposes of analysis, you may require industry supervisors to give a numerical rating for
the performance of your trainees. Please take note however that in TESDA, we do not use numerical ratings
Average Ratings
PREPARATION Average
1. Workshop layout conforms
with the components of a
CBT workshop
2. Number of CBLM is
sufficient
3. Objectives of every training
session is well explained
4. Expected activities/outputs
are clarified
General Average
Facilitate
Learning
Session
Training Activity Matrix
Venue
Facilities/Tools Date &
Training Activity Trainee Remarks
and Equipment (Workstation/ Time
Area)
Prayer

Recap of Activities 8:00 AM
All to 8:30
Unfreezing Activities AM
trainees
Feedback of Training

Rejoinder/Motivation
observations
(List down all on the
Facilities/Tools
(Specific Activities of progress of
and Equipment Name of
each Trainee for the each trainee
needed for the Workstation1
day here) for the day
workstation and
will be
activities here)
written here
observations
(Specific Activities of (List down all
on the
each Trainee here) Facilities/Tools
progress of
each trainee
needed for the Workstation 2 for the day
workstation and
will be
activities here)
written here
observations
(List down all
on the
Facilities/Tools
needed for the Workstation 3
workstation and
will be
activities here)
written here
observations
(List down all
on the
Facilities/Tools
needed for the Workstation 4
workstation and
will be
activities here)
written here
Minutes of the Meeting Template
Minutes of the Meeting

Focus Group Discussion
Date: ________________________
Agenda:
Competency-based Training Delivery
Present:
1. ____________
2. ____________
3. ____________
4. ____________
CBT Concerns Discussions Resolutions/Agreement

1. CBT Layout
2. Monitoring of
Attendance
3. Utilization of work
area
4. Orientation
a. CBT
b. Roles
c. TR
d. CBLM
e. Facilities
f. Evaluation system
5. RPL
6. Teaching methods
and technique
7. Monitoring of
learning activities
a. Achievement
chart
b. Progress chart
8. Feedback
9. Slow learners
10. Other
concerns
Training Evaluation Report
1. Title of the Report
2. Executive summary
3. Rationale
4. Objectives
5. Methodology
6. Results and discussion

This is the body of the report. It should contain the following
parts:
Data interpretation
Data analysis
Conclusion
7. Recommendation
Maintain
Training
Facilities
Template #1
OPERATIONAL PROCEDURE
Equipment Type
Equipment Code
Location
Operation Procedure:
Template #2
HOUSEKEEPING SCHEDULE
Qualification Station/Bldg Welding (WAF)
Area/Section
In-Charge
Schedule for the 2nd Semester, 2011

Responsible Daily Ever Weekly Every Month Remarks
ACTIVITIES y 15th ly
Person
other Day
Day
1. Clean and check welding
equipment/ accessories
from dust and oil; dry and
properly laid-out/
secured/stable
2. Clean and free welding
booths and welding
positioners from
dust/rust /gums, used
Mig wire stubs and metal
scraps
3. Clean and arrange
working tables according
to floor plan/lay-out;
check stability
4. Clean and check floor,
walls, windows, ceilings
• graffiti/dust/rust
• cobwebs and
outdated/unnecessary
objects/items
• obstructions
• any used
materials/scraps
(slugs, stubs) spilled
liquid
• open cracks (floor)
5. Clean and check work
shop ventilation and
illumination by dusting
lamps/bulbs, replacing
non-functional lamps and
keeping exhaust clean
6. Clean and check computer
set -monitor, CPU,
keyboards, mouse – free,
unnecessary markings,
dust; cables and plugs are
in order; well-arranged; all
items functional
7. Clean, inspect air
conditioning equipment:
• keep screen and filter
free from dust/rust
• Check selector knobs
if in normal positions
and are functional
• Check if drainage is
OK
8. Clean, check and maintain
Tool Room
• Free of dust, not damp
• Tools in appropriate
positions/locations
• With visible
labels/signage
• Logbook and forms are
complete, in order and
updated
• Lights, ventilation –
OK
10. Clean and check Rest
Room
• Urinals, bowls, wash
basins, walls and
partitions are free
from stains, dirt, oils,
graffiti and
unnecessary objects;
• Ceilings free from
cobwebs and dangling
items
• Floor is kept dry; no
broken tiles or
protruding objects
• Equipped with dipper
and pails; properly
located after use
• Water systems is
functional: no
dripping/damaged
faucets or pipes
• Drainage system is
working, no water-
clogged areas
• No offensive odor
• Lights /Ventilation –
OK
9. Clean and check wash
area:
• Walls/Floors- –free
from oils, molds,
broken tiles, gums,
stains or graffiti
• Drainage system is
functional
• Water system
functional; no dripping
faucets or leaking
pipes
• Free from unnecessary
objects (mops, rags)
10. Clean and maintain work

shop surroundings by
sweeping/ removing fallen
leaves, branches, debris
and other refuse,
impounded water, clearing
pathways of obstructions
11. Disposal of waste

materials
(Follow waste segregation
system)
Template #3
GMAW WORKSHOP HOUSEKEEPING SCHEDULE
DAILY TASK YES NO
Dispose segregated waste; clean garbage cans
Sweep floors; if wet, wipe dry
Wipe and clean whiteboards
Clean and arrange working tables
Clean and check mounting of machines/equipment
Before leaving, collect stubs and other welding wastes.
WEEKLY TASK YES NO

Clean posters, visual aids and update accomplishment/Progress Charts
Clean bulbs/lamps/ceilings/walls
Clean/Wash of windows/glasses/mirrors
Clean and check tools, machines, supplies, materials
Sanitize garbage receptacles
Empty water collector; clean body of Water Dispenser
MONTHLY TASK YES NO

Conduct inventory
Clean and arrange tool room
Inspect electrical system; clean cables, wires
Clean instructional materials & modules; arrange and put in order
Inspect and clean air-conditioning equipment filter; clean body
Template #4
WELDING EQUIPMENT MAINTENANCE SCHEDULE*
8 HOURS 50 Hours 100 HOURS
•  •

Template #5
EQUIPMENT MAINTENANCE SCHEDULE
EQUIPMENT TYPE
EQUIPMENT CODE
LOCATION
Schedule for the Month of March
MANPOWER Daily Every Weekly Every Monthly Remarks
ACTIVITIES Other 15th
Day Day
1. Check panel board,

and circuit breakers’
electrical connections,
cables and outlets
 Clean and kept dry
 Parts are well-
secured/attached
 Properly labeled
2. Check Mig gun (nozzle,
contact tip, diffuser)
and ground cable:
 Clean and kept dry
 Parts are well-
secured/ attached
 Inspect for
damages and
replace parts if
necessary
3. Check adjustment
lever’s if functional
(amperages/speed); if
not, calibrate
4. Check Gas cylinder

outfit for any
abnormality
 Gate valve
 Co2 regulator
 Gas hose Fittings
 Fittings
5. Check/Clean wire
feeder (rollers, wire
speed/spool
adjustment); remove
used oil, dust; keep
dry.
6. Run the equipment for

5 minutes and observe
for unusual noise or
abnormal operation; if
repair is necessary,
send to technician.
Template #6
WORKSHOP INSPECTION CHECKLIST
Qualification
Area/
In-Charge
Section
YES NO INSPECTION ITEMS

1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
Remarks:
Inspected by: Date:

Template #7
EQUIPMENT MAINTENANCE INSPECTION CHECKLIST
Equipment Type :
Property Code/Number :
Location :
YES NO INSPECTION ITEMS
Remarks:
Inspected by: Date:

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Sector : TVET

Qualification Title: TRAINING METHODOLOGY I

Unit of Competency: RECEIVE AND HANDLE GUEST CONCERN

Module Title: RECEIVING AND HANDLING GUEST CONCERN

Technical Education & Skills Development Authority

Performance Criteria Checklist

Self Check Answer Key

Learning Outcome Summary

FOOD AND Date Developed: Document No. WCSAT-FBS-TRS512392

No. Unit of Competency Module Title Code

Prepare the dining Preparing the dining

Welcome guests and Welcoming guests and

Provide food and Providing food and

5. Provide room service Providing room service TRS5 12391

FOOD AND Date Developed: Document No. WCSAT-FBS-TRS512392

UNIT OF COMPETENCY: Receive and handle guest concerns

MODULE TITLE: Receiving and handling guest concerns

NOMINAL DURATION: 31 HOURS

FOOD AND Date Developed: Document No. WCSAT-FBS-TRS512392

FOOD AND Date Developed: Document No. WCSAT-FBS-TRS512392

1. Taking appropriate action

2. Right person or department for proper action

3. Referring difficult situation to higher authority

4. Follow-up on the problems

1. Appropriate action is taken regarding guest’s concerns.

The participants will have access to:

FOOD AND Date Developed: Document No. WCSAT-FBS-TRS512392

Learning Activities Special Instructions

FOOD AND Date Developed: Document No. WCSAT-FBS-TRS512392

In service industry like hotel or restaurant, complaints go side by side.

Steps in handling guest complaint

Things to do while handling guest complaint

It is told that guest is always right. Even if your guest is wrong

Different types of complainer guest in hotel and restaurant

FOOD AND Date Developed: Document No. WCSAT-FBS-TRS512392

FOOD AND Date Developed: Document No. WCSAT-FBS-TRS512392

FOOD AND Date Developed: Document No. WCSAT-FBS-TRS512392

FOOD AND Date Developed: Document No. WCSAT-FBS-TRS512392

RIGHT PERSON OR DEPARTMENT FOR PROPER ACTION

There will always be customers who simply can't be pleased, no

Excellent customer service creates loyal customers for life who are willing to

Learn more about your customers to create a pattern of excellent service in

1. Know Your Product or Service

FOOD AND Date Developed: Document No. WCSAT-FBS-TRS512392

Excellent customer service often comes down to consistently checking in

FOOD AND Date Developed: Document No. WCSAT-FBS-TRS512392

FOOD AND Date Developed: Document No. WCSAT-FBS-TRS512392

FOOD AND Date Developed: Document No. WCSAT-FBS-TRS512392

7 Key Tips for Dealing with Difficult Situations

Tip 1: Establish facts first

1. When did this issue arise?

FOOD AND Date Developed: Document No. WCSAT-FBS-TRS512392

Tip 3: Actively listen

Better listening leads to better understanding and a better response in my

We all, if we are honest will form some judgements immediately. While

Each situation is different. While there might be some common ground,

How to deal with difficult customers

1. Keep your communication professional

When you're communicating with the customer, keep your language

FOOD AND Date Developed: Document No. WCSAT-FBS-TRS512392

In a situation where a customer raises their voice, it may be best to speak

4. Practice active listening

Active listening is a skill that improves comprehension and communication