Detailed Lesson Plan in T.L.E.

Food and Beverage Services 9

I. Objectives:
At the end of the lesson, the students are expected to:
a. identify the types of complaining guest,
b. value and address customer’s complaints; and
c. create customer’s complaint records.
II. Subject Matter:
Topic: Receive and Handle Guest Concerns
Sub-topic: Recording Guest’s Complaints
Reference: Food and Beverage (NC II) Curriculum Guide May 2016, pg. 19-20
Code: TLE_HEFBS9-12GC-IVj-9
Instructional Materials: Canva/Powerpoint Presentation, Video clips, Laptop,
Monitor and Chalkboard/chalk.

III. Procedures:
A. Preparatory Activity:
a. Daily Routine
b. Review of the lesson
B. Lesson Proper:
a. Motivation
Personality Test: “Would You Rather?”

Teacher’s Activity Student’s Activity

Daily Routine:
Opening Prayer
Kindly stand and let us pray first. (one student will lead the prayer)

Classroom Management
Before you seat, kindly pick up the trash
beneath you and arrange your chairs.

Checking of the attendance

Class Monitor, kindly check the attendance.
Is there any absentees?
None Ma’am.
Very Good class.
Review of the lesson:
Good Morning Class! Good Morning Ma’am!
Before we proceed in our lesson for today,
let’s have a recap.
For the past time we’ve been learned on
how to receive and handle guest
concerns, am I right?
Yes Ma’am.
Okay. So, will you please enumerate the
procedure on how to handle customer’s
complaint? (Students’ participation)
1. Listen to the customer’s complaint
2. Apologize to the customer
3. Take proper action on the complaint

Yes, very good!

As everyone knows, Complaints are part of
having or working in a business. For some
reasons, these complaints were not only
made to let the business in pain but we also
understand that these will help the business
to grow and develop, as for the workers.

So why do we need to learn this procedure?

So that we’ll be able to handle the
customer’s need or complaint properly and
able to address any issues/incidents by
dealing with the guest correctly.

Well said class!

Motivation:
“Would You Rather?”
Before we proceed class, who among you
believes that we are all the same? And who
(The students will raise their hands
believes that we’re all differ? Will you
accordingly)
please raise your hands?

Well to justify ourselves, for sure you were

all familiar with the game “Would You
Rather?” right?
Yes, Ma’am

Okay, good!
The rules are simple. The teacher offers 2
different choices and each student must
indicate their preferred option. Students
may not answer “both” or “neither”; they
 must fully commit to one of the two
choices. (The students will raise their hands
(The teacher starts presenting questions) accordingly and some will explain their side
shortly)

After the game we all realized that each one

of us are not the same, right? We may all be
differed and same at some sort of things,
maybe some of us will question our choices
but we have to understand and respect each
personality side we have; and the test also
follows that there are types of complaining
customers we have to deal with.

C. Presentation:

Today, we are going to identify the different

types of complaining guest, on how to
address the issues or complaints and lastly,
the importance of documenting or creating a
record on their complaints.

I am very sure Class that we were all once a

customer, and somehow this kind of issues
and complaints can pop up within ourselves
or maybe seen with the people around us.

However, in the food service industry, we

have to identify the types of complaining
guest in order to give an utmost service and
address the complaints properly.

Types of Complaining Guest

The first one is called, the Volcano. Just like
a volcano, this type of guest erupts
suddenly, can insult the waiter/waitress
personally and also, they are eager to attack
and pick a fight with you physically.
Have you seen or experienced this kind of
behavior inside the restaurant?
Yes Ma’am! Some gone viral at social
media.

Yes, it’s true! There were several clips in

Facebook, YouTube and other social media
platforms about those customers who
abused the waiter/waitress.
Next type is the “Know it all” complaining
guest. Will you please read on how do we (The students will participate)
spot this kind of guest?
 Act as if he/she knows everything in
terms of food and service,
 Threatens by name dropping on
famous people or politicians.

All right. So, this type of complaining guest

often threat servers by raising irrelevant
persons in the situation.

The third one is the “Foreigner”, do you

have any idea on how this type of guest
complaints?
Yes Ma’am, some Foreigner guests were
having difficulties to communicate.

Exactly! So, because of the language

barrier, what would be the result of it?
Ma’am they can’t raise their complaints
properly that will result to misinterpretation
between guest and servers.

Absolutely right! We cannot prevent this

kind of language barrier since our country
has a great tourism industry.

Will you please read the next type of

complaining guest?

The “Ramblers” – relishes the chance to

speak to someone or anyone.
 Refuses to get to the point but talks
on and on about irrelevances.
Okay thank you. We may often see this kind
of customer that talks non-sense right. That
even they get the chance to serve by the
manager, they don’t want things to settle
and causes inconvenience among other
guests.

Alright, I think the next one, majority of

you will relate to this one, the “Clams”.
Will you kindly read the meaning of it?
 Will not talk, but is obvious
dissatisfied and problematic
  As a server, you have to work extra
hard to be able to give what they
need because they will not talk.

Am I right? That some of you are like

Clams?

Yes Ma’am, sometimes we are shy to raise

complaints.

I honestly did the same too, class. But did

you know that this type of complaining
guest is the most dangerous upon them all?
Why Ma’am?
Because sometimes, they were the one who
post on social media to raise their concerns
upon a particular business without the
knowledge of the owners or business
manager.
Yes Ma’am, mostly they’ve gone viral on
social media and get the sympathy of most
netizens.

Absolutely right, Class!

Last but not the least is the “Free-loader”

 Will complain to get freebies
 Will usually complain about even
the smallest detail or even will make
up complaints
 Will definitely demand that their
meal be on the house

Ma’am what if the complaining guest

caught making up stories or just add
something on their meal?
Good question, if that’s the case the
management will definitely investigate the
issue and if things get worse because of
faulty act, the management can sue the guest
for disgracing the business’ reputation.
Do you have any question regarding the
different types of complaining guest
class? None Ma’am

Alright Class, you always have to

remember that although complaining guest
was in pain or in unsatisfied situation, you
still need to correct the problem
immediately and make sure to care them
too and serve them regardless of what type
of guest you’ll going to encounter.
Yes Ma’am.

D. Application
In today’s digital age, there’s no way of
knowing exactly where a customer will
choose to voice a complaint. From
traditional hotline numbers and online
feedback forms of social media, the internet
is the customer’s oyster as far as the
problem is concerned.
Customer service clientele should monitor
as many media as possible to make sure all
the bases are covered and no complaint
goes unnoticed. Of course, direct
communication is always ideal and if
customer’s contact information is given, the
issue should be dealt with on a personal
basis. Once the complaint is resolved,
potential customers may visit the site in the
future.
As a customer also class, we have to be
careful on using social media platforms at
all times to avoid big problems, alright
class?
Yes Ma’am. It would be ideal to raise it
personally so that we would be satisfied to
the action they’ve to take.

Yes, you’re right! Once the action was No Ma’am. It is necessary to record the
taken, do you think the issues were done? complaint of the guests for documentation.

Very good! For each time the complaint was .

received, the record sheet should be fully
completed.
How to complete the customer complaint
records.
1. First, record the complaint details, (Samples will show in the presentation and
the name and address of the will eventually to receive blank forms)
complainant (If
possible) it may become important at a later
date so make sure you note them down
whenever possible.
2. The “Nature of Complaint” box should be
used to record the reason for the complaint.
3. Write down the food details. If you
have not produced the food yourself
note information given on the
packaging,
including any names and addresses, sell-by
or best before dates and any manufacturers
codes.
4. Note what action was taken as a result
of the complainant.
5. Regularly review the complaint records to
see if there are any recurring themes.
 Do you have question on how to record
complaints class?
None Ma’am
I hope so, because you are going to create
your own record complaints later. Have you
learned?

Very good, class! Yes Ma’am!

IV. Generalization:
We all hate restaurant guest complaints but unfortunately, they are part of the
business. When an issue with the guest complaint has been corrected, they are
once again happy and loyal customers, it is time to deal and record with other side
of the issue. Was this an isolated incident or just one of many? Whatever the
problem was, you need to realize one thing right off, that for every person who
complains about something, there are more guests who have had the same
experience but just haven't said anything. Most importantly these complaints will
help the business to grow and develop as the employees will follow through.
V. Evaluation:
Situation: “Deal with it!”
Answer the following situational question on your own preferences on how you
are going to deal the guest concern. Secondly, identify what type of complaining
guest it is based on the customer’s behavior. Lastly, record/document the complaint
based on how you handle the situation.
The activity will be graded based on criteria.

You happened to be the waiter of a very famous restaurant in your place. A

customer with her date just seated down and order foods. When foods were on the
table, the customer yelled and shouted at you for serving the wrong food they
Equivalent
ordered. He wanted to see your manager for having such mess and threaten you
and the restaurant to post the issue on social media. What will you do?

Type of Complaining Guest:

 RECORD COMPLAINT LOG
Guest Name: Contact no:
Guest Address: Restaurant/Branch Address:
Complaint Date: Complaint Taken by:
Complaint Details:

First Response Corrective Action:

Second Response Corrective Action: (if there’s any)

Corrective Action Person(s):

What steps should be considered to avoid a repeat of problem?

Customer Service/Employee Signature:

Task 10 points 7 points 4 points 0

Essay: Fully Generally, Attempts to Does not
Focus addresses the addresses the address the attempt to
situation. situation. situation but address/answer.
ideas are
unclear.
Essay: Interesting and Clear and Broad ideas No specific
Content relevant relevant with general ideas about the
information on information information situation.
an action on on action
being taken. an action being taken.
being taken.
Essay: Spelling, Spelling, A few Multiple errors
Conventions punctuation, punctuation revisions are distract the
and grammar and grammar needed. reader.
are excellent. are generally
correct.
Record Log: All All but one of Some No information
Completion information is the information was fill in.
completed. information was not fill in.
are
completed.
Record Log: Organization Record is Record is No clear order
Organization is presented in loosely to the content.
logical and organized but organized.
assists in some weren’t Sequencing,
filling in the neatly filled connections,
record in. transitions are
not always
apparent.
Total Score:

VI. Assignment:
Role-playing for Receiving and Handling Guest Complaints

Instruction: Prepare a draft of restaurant situation together with your

group mates for a role-playing task. You may communicate via text,
online chats, video conference or any other social means of
communication.