Competency Based

Learning Materials

Sector:
Tourism

Qualifications:
BREAD AND PASTRY PRODUCTION
Unit of Competency:
PROVIDE EFFECTIVE COSTUMER SERVICES
Module title:
PROVIDING EFFECTIVE COSTUMER SERVICES

Date Developed:
November 2017 Required By:
BREAD AND PASTRY
Developed by: TESDA
PRODUCTION NCII
Jemsir L. Marquiño Page 1
Revision # 01

HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL

Welcome to the module on PROVIDING EFFECTIVE COSTUMER SERVICES
 This module contains training materials and activities for you to complete.

The unit of competency "PROVIDING EFFECTIVE CUSTOMER SERVICES

contains knowledge skills and attitudes for the required of one of the Common
Modules at National Certificate (NCII)
You are required to go through a series of learning activities in order to complete
each learning outcome of the module. In each learning outcome there are
Information sheets, Resources Sheets and Reference Materials for further reading to
help you better understand the activities. Follow those activities on your own and
answer the self-check at the end of each learning Outcome. Get the answer key from
your instructor and check your work honestly.
If you have questions, please don't hesitate to ask your facilitator for assistance.
Your facilitator will always be available to assist you during the training.
Recognition of Prior Learning (RPL)
You may already have some or most of the knowledge and skills covered in this
module you have:
• been working for some time
• already completed training in this area.

If you can demonstrate to your trainer that you are competent in a particular skill or
skills, talk to him/her about having them formally recognized so you don't have to do
the same training again
If you have a qualification or Certificate of Competency from previous trainings,
show it to your trainer. If the skills you acquired are still current and relevant to the
unit/s of competency they may become part of the evidence you can present for
RPL. If you are not sure about the currency of your skills, discuss this with your
trainer.

Date Developed:
November 2017 Required By:
BREAD AND PASTRY
Developed by: TESDA
PRODUCTION NCII
Jemsir L. Marquiño Page 2
Revision # 01
At the end of this module is a Learner's Diary. Use this diary to record important dates, jobs
undertaken and other workplace events that will assist you in providing further details to your
trainer or assessor. A Record of Achievement is also provided for your trainer to complete
once you complete the module.
This module was prepared to help you achieve the required competency, in PROVIDING
EFFECTIVE CUSTOMER SERVICES. This will be the source of information for you to
acquire knowledge and skills in this particular trade independently and at your own pace,
with minimum supervision or help from your instructor.
In doing the activities to complete the requirements of this module, please be guided by the
following:
• Talk to your trainer and agree on how you will both organize the Training of this unit. Read
through the module carefully. It is divided into sections, which cover all the skills, and
knowledge you need to successfully complete this module.
• Work through all the information and complete the activities in each Section. Read
information sheets and complete the self-check. Suggested references are included to
supplement the materials provided in this module.
• Most probably your trainer will also be your supervisor or manager. He/she is there to
support you and show you the correct way to do things.
• Your trainer will tell you about the important things you need to consider when you are
completing activities and it is important that you listen and take notes.
• You will be given plenty of opportunity to ask questions and practice on the job. Make sure
you practice your new skills during regular work shifts. This way you will improve both your
speed and memory and also your confidence.
• Talk to more experience workmates and ask for their guidance.
• Use the self-check questions at the end of each section to test your own progress.
• When you are ready, ask your trainer to watch you perform the activities outlined in this
module.
• As you work through the activities, ask for written feedback on your progress. Your trainer
keeps feedback/ pre-assessment reports for this ready for assessment.
• When you have completed this module (or several modules), and feel confident that you
had sufficient practice with your trainer will arrange an
• Appointment with be recorded in your Competency Achievement Record.
• When you have completed this module (or several modules), and feel confident that you
had sufficient practice with your trainer will arrange an
• Appointment with be recorded in your Competency Achievement Record.
• When you have completed this module (or several modules), and feel confident that you
had sufficient practice with your trainer will arrange an
• Appointment with be recorded in your Competency Achievement Record
• When you have completed this module (or several modules), and feel confident that you
had sufficient practice with your trainer will arrange an
• Appointment with be recorded in your competency Achievement Record.

Date Developed:
BREAD AND November 2017 Required By:
PASTRY TESDA
PRODUCTION NCII Developed by: Page 3
Jemsir L. Revision # 01
Marquiño
UNIT OF COMPETENCY : PROVIDE EFFECTIVE CUSTOMER SERVICES
MODULE TITLE : PROVIDING EFFECTIVE CUSTOMER SERVICES
MODULE DESCRIPTOR: This unit of competencies deals with the knowledge, skills
and attitudes in providing effective customer services. It
also includes following greetings and customer, delivering
service to customer handling queries through telephone, fax
machine, Internet, e-mail, SMS and handling complaints
evaluation and recommendations.
NOMNAL DURATION: 4 hours
QUALIFICATION LEVEL: BREAD PASTRY PRODUCTION NCII
SUMMARY OF LEARNING OUTCOMES:
Upon completion of this module, the trainee/student must be able to:
LO1. GREET CUSTOMER
LO2. IDENTIFY CUSTOMER NEEDS
LO3. DELIVER SERVICE TO CUSTOMER
LO4. HANDLE QUERIES THROUGH TELEPHONE, FAX MACHINE, INTERNET,
EMAIL AND SMS
LO5. HANDLE COMPLAINTS, EVALUATION AND RECOMMENDATIONS.

Date Developed:
November 2017
Required By:
BREAD AND PASTRY TESDA
Developed by:
PRODUCTION NCII Page 4
Jemsir L. Marquiño
Revision # 01

LO1. GREET CUSTOMER

ASSESSMENT CRITERIA:
1. Proper greeting of customer is specified according to standard procedures of
workplace.
2. Verbal and non-verbal communication are identified and appropriate to the
situation.
3. Non-verbal communication is observed carefully.
4. Cultural and social differences is understood and demonstrated.

CONTENTS:
• Components of communication, communication process and barriers of
communication.
• Verbal and non-verbal communication.
• Body language, Facial expressions, mannerisms.
• Customs and traditions of different races.

Mode of greetings and fare welling according to cultural and social differences.

CONDITIONS:

Students/trainees must be provided with the following:

• Hands-out
• Flowchart /
• Film / video clips

METHODOLOGIES:
• Lecture/ demonstration
• Self-paced instruction
• Group discussion
• Film showing

ASSESSMENT METHODS:

• Hands-on
• Direct observation
• Practical Demonstration
• Role-playing/ simulation

Date Developed:
November 2017 Required By:
BREAD AND PASTRY
Developed by: TESDA
PRODUCTION NCII
Jemsir L. Marquiño Page 5
Revision # 01
LO2. IDENTIFY CUSTOMER NEEDS
ASSESSMENT CRITERIA:
1. Interpersonal skills are used to accurately identify the needs of the customer.
2. Urgency of needs should be assessed and identified.
3. Proper information and details provided to the customer.
4. Limitation in addressing needs is recognized and identified.

CONTENT:

• Enhancement of interpersonal and listening skills.

• Good working attitude and pleasant approach.
• Public relations skills.

CONDITIONS:

Students/trainees must be provided with the following:

• Hands-out
• Film / video clips
• Lecture/ demonstration
• Self-paced instruction
• Group discussion
• Film showing

ASSESSMENT METHODS:

• Hands-on
• Direct observation
• Practical demonstration
• Role-playing/ simulation

Date Developed:
November 2017 Required By:
BREAD AND PASTRY TESDA
PRODUCTION NCII Developed by:
Jemsir L. Marquiño Page 6
Revision # 01
LO3. DELIVER SERVICE TO THE CUSTOMER

ASSESSMENT CRITERIA:

1. Customer needs are promptly attended in line with workplace procedures and
regulations
2. Appropriate relation is maintained with customer to meet high quality service
Delivery.
3. Enhancement of quality of service is taken whenever possible.

CONTENTS:
• Modes of greeting and farewell
• Proper addressing of needs of persons. (by gender, age, status, physical

CONDITIONS:

Students/trainees must be provided with the following:

• Hands-out
• Flowchart /
• Film / video clips
ME
THODOLOGIES:
• Lecture/ demonstration
• Self-paced instruction
• Group discussion
• Film showing

ASSESSMENT METHODS:

• Hands-on
• Direct observation
• Practical Demonstration
• Role-playing/ simulation

Date Developed:
November 2017 Required By:
BREAD AND PASTRY
Developed by: TESDA
PRODUCTION NCII
Jemsir L. Marquiño Page 7

L04. HANDLE QUERIES THROUGH TELEPHONE, FAX MACHINE,

INTERNET, E-MAIL AND SMS
ASSESSMENT CRITERIA:
1. Telephone, computer and cellular phones are properly and efficiently used.
2. Queries/questions are recorded/noted in line with workplace procedure.
3. Queries are acted upon promptly and efficiently.
CONTENTS
• Telephone manners, proper use of fax machine.
• Proper way of taking queries.
• Responses to queries.
• Taking telephone messages.
CONDITIONS

Students/trainees must be provided with the following:

• Telephone
• Computer
• Fax machine
• Sample telephone message sheet
• Hands-out
• Film / video clips
METHODOLOGIES:
• Lecture/ demonstration
• Self-paced instruction
•Group discussion
• Film showing
ASSESSMENT METHODS
• Hands -on
• Direct observation
• Practical Demonstration
• Role-playing/simulation

Date Developed:
November 2017 Required By:
BREAD AND PASTRY
Developed by: TESDA
PRODUCTION NCII
Jemsir L. Marquiño Page 8

LO5- HANDLE COMPLAINTS, EVALUATION AND RECOMMENDATION

ASSESSMENT CRITERIA:
1. Guests are politely greatest
2. Complaint resolved with responsibility.
 3. Nature and details of complaint are established.
4. Action is taken appropriately to resolved the complaint to meet customer
Satisfaction.
5. Evaluation and recommendations are acted upon with sincerity to ensure high
Quality standards
CONTENTS
• Proper way of answering complaints in line with workplace procedures,
• Nature and details of complaints.
• workplace procedures in giving evaluation and recommendation
CONDITIONS:
Students/trainees must be provided with the following:
• Hands-out
• Film/video clips
• Sample complaint/evaluation and recommendation sheet from industry.
METHODOLOGES:
• Lecture/ demonstration
• Self-paced instruction
• Group discussion
• Film showing

ASSESSMENT METHODS
• Hands-on
• Direct observation
• Practical Demonstration
• Role-playing/simulation

Date Developed:
November 2017 Required By:
BREAD AND Developed by: TESDA
PASTRY Jemsir L. Revision # 01 Page 8
PRODUCTION NCII Marquiño

LO1. Greet customers

INFORMATIONSHEET NO. 1
Greeting Guests
All the guest arriving the hotel must be welcome with a good greeting sets a positive

Tone for the entire transaction and it makes the guest feel good about being at your

Hotel. It is very important to create the correct first impression on the guest and the

Receptionist must understand that he will get only one chance to do that.
Types for positive first impression

First thirty seconds at the transaction counts. Be sure you are well groomed always.

Check your appearance frequently every day and if the need be correct it. Don’t

Smoke/eat in clear view of the guest. Greet the guest courteously at once. Keep the
work

Space tidy. Carry yourself with pride. Simile, but smile naturally and sincerely.

English Expressions for Greeting Hotel Guests

Formal expressions

Good morning (sir/ma’am)

Good afternoon (sir/ma’am). Welcome to (name of hotel/shop, etc.)

Good evening (sir/ma’am)

How are you this morning (afternoon, evening, today)?

Less Formal Expressions

Hello
Hi
What’s up?
How’s it going?
Of course, after the greeting, the dialogue must be continued, and what is said then

Depends on the situation. When interacting with hotel guests that continued

Interaction usually involves determining what the guest wants or needs. A couple of

Standards that can be used in the hotel industry are:

How Can I be of assistance?

How may I assist you?

How can I help you today Ma’am (sir)?

Date Developed:
November 2017 Required By:
BREAD AND TESDA
PASTRY Page 9
PRODUCTION NCII
May I assist you with anything?
What can I do for you today?
English Dialogue for Greeting Guests
Staff: Good morning Ma’am. Welcome to the (…Spa)
Guest: Thank you.
Staff: How can I help you today?
Guest: I’m here for a (….massage).
SELF CHECK
Note:
Please ask to your instructor for the set of question

Date Developed:
November 2017 Required By:
BREAD AND TESDA
PASTRY Page 10
PRODUCTION NCII
 INFORMATIONSHEET NO.2
Verbal communication

The act of communication among the human beings has been subject to consistent
Evolution and upgradation from time to time. In the pre-historic times, people used to
Communicate with their fellow beings through grunts, barks and roars just like the
Animals. But gradually they developed an elaborate set of sounds to express their
feelings
And convey their messages. Now it is a systematic use of language that
differentiates
Human beings from animals. Only human beings have been blessed with the gift of
Language.
Role of Language in Verbal Communication
Because of the various functions it can perform, language has a great role in
Communication. Whatever codes we use to convey our message within a fixed
frame of
Reference in a given language, they serve different functions. The basic functions of
Language can be grouped into three categories: descriptive, expressive and social.
Descriptive Function: Under descriptive function, we can include travel writing
(description of places), biography, autobiography and writing about other people,
diary
And personal letters, technical and scientific works. We can also include the verbal
Description of people, places and things under this head. While attempting
descriptive
Writing or speaking, it is essential that the writer or speaker has obtained all
necessary
Information about the object of writing or speaking.
.Expressive function : express the speaker’s feelings. This focuses on addresser; it
means that a speaker addresses a message. The aim of expressive function is
to convey the speaker’s emotion or expression. The aim of a direct expression of the
speaker’s attitude toward what he is speaking about. .Social function:
means a sponsored pre-arranged gathering of people, who come together based on
a common interest other than the food to be served at the social function, during
which catered food is served to a pre-determined maximum number of people.
Nonverbal communication is the transmission of messages or signals through a
nonverbal platform such as eye contact, facial expressions, gestures, posture, and
body language. It includes the use of social cues, kinesics, distance and physical
environments/appearance, of voice and of
Nonverbal communication : The transmission of messages or signals through a
nonverbal platform such as eye contact, facial expressions, gestures, posture, and
body language. It includes the use of social cues, kinesics, distance and physical
environments/appearance, of voice and of touch

Messages can be communicated through gestures and touch, body language or

posture,
Physical distance, facial expression and eye contact, which are all types of
nonverbal
Communication. Speech contains nonverbal elements known as paralanguage,
Quality,
Including voice
Rate, pitch, volume, and speaking style,
28
Well
As prosodic features such as rhythm, intonation, and stress. Likewise, written texts
have
Nonverbal elements such as handwriting style, spatial arrangement of words, or the
Physical layout of a page. However, much of the study of nonverbal communication
has
Focused on face-to-face interaction, where it can be classified into three principal
Areas: environmental conditions where communication takes place, physical
Characteristics of the communicators, and behaviors of communicators during
Interaction.
SELF CHECK
Note:
Please ask to your instructor for the set of questionnaire.
Answer key
LO2. IDENTIFY CUSTOMER NEEDS