Learning Area Technology and Livelihood Education

Learning Delivery Modality Face-to-Face

Ternate West National High

School School Grade Level Grade 10

LESSON Dan Paolo J. Gracilla Learning TLE

Teacher
EXEMPLAR Area Week 1

Teaching Date February 10, 2025 Quarter 3

12:45 - 1:30pm No. of Hour 45 mins.

Teaching Time
(s)

I. Objectives

A. Content Standards The Learner should demosntrates understanding of concepts and

underlying principles in delivering quality customer services

B. Performance Standards The Learner will be independently demonstrates appropriate

approaches in delivering quality customer services in accordance with
call center industry policies.

C. Learning Competencies At the end of the lesson, students will be able to:
or Objectives 1. describe the functions and processes involved in a BPO/Call Center
industry;
2. transmit/receive calls from customers;
3. handle customers’ complaints accordingly; and
4. provide after-sales support and document events.

D. Most Essential Learning Use interactive communication in accordance with customer

Competencies (MELC) management relationship standard
Respond to complaints promptly with empathy
Address customers’ complaints with clear, direct, accurate and timely
response

E. Enabling Competencies

II. Content

III. Learning Resources

A. References

a. Teacher’s Guide Pages N/A

b. Learner’s Material Pages

c. Textbook Pages
 d. Additional Materials
from Learning Resources

B. List of Learning Resources PowerPoint Presentation

for Development Laptop
and Engagement Activities TV

IV. Procedure Greetings!

Introduction Prayer

Motivation

PRE-ASSESSMENT
Let us first assess your prior knowledge regarding this lesson. You
need to recognize the concepts which you already know and those
which you need to reinforce and enrich so that you would know how
to equip and prepare yourself for the tasks ahead.

Answer the test with all honesty and enthusiasm. Remember that this
is your personal assessment which will help you in identifying key
concepts which you have to improve.

Direction: Choose representative as participant from each row, the

representatives will be gather around a table where a bell is place at
the center. Each representatives shall put their right hand on their left
shoulder, then the first one to click the bell to ring will get the
opportunity to answer the question. They will start to race for the bell
after the teacher asks the question.

The questions are:

1. What do you call the management of one or more specific business
processes or functions by a third party?
2. Software development, data entry, programming, and web
development services are examples of services under ______
3. When a Singapore-based company subcontracts a Philippine- based
company to do software programming, it is called what?

HANDLING CUSTOMERS’ COMPLAINTS

A call center often becomes a frontline customer service, as many busy
people turn to the Internet to get their business needs met. This means
Development a call center may be receiving the bulk of customer complaints, as well
as questions and transactions. As a call center practitioner, you need to
be ready to handle the challenge of a frustrated, angry customer.

Customers complain because they believe they have been treated

unfairly. They should be treated special because they are giving the
business the opportunity to solve the problem and retain them as
customers.

When a complaint arises, there are two factors to be considered:

1. the customer
2. the complaint

Complaints may be prevented if you try considering how customers

are pleased. The top three issues concerns of customers to be satisfied
are reliable agent, enjoyable business transaction, and trustworthy
people.

Table 1. Top Concerns of Customer Satisfaction

Reliable Agent Customers want to know they can
depend on you. They want to do
business with people who will keep
their word and do what they say they
will do.
Enjoyable business Customers want to be looked after by
transaction people who will go the extra mile to
ensure they get what they want and
deliver more than what was promised.
Trustworthy people Customer perception is important.
Remember, everything that the
customer hears will shape their
opinion of you, your service and
products and the company in which
you work. Serve the client by feeling
good to provide well customer service
experience, and you will increase the
customer’s confidence.

On the other hand, customer complaints are also valued. They tell the
company:
 1. what its faults or shortcomings are;
 2. where the company needs to improve; and
 3. why the company or the brand is not selling well.

Protocols for Handling Difficult or Irate Customers

How would you feel if you were the one making the complaint? That
is
the first thing you need to think when dealing with complaints.
Empathy and understanding are paramount to giving good customer
service, whether in sales, customer service, or customer complaints
departments.

Try these methods of responding to customer complaints:

Table 2. Methods on How to Respond to Complaints Promptly

Treat complainants as At the time the complaint is made,

valued customers customers want to feel valued. Ensure
that you make the customer feel that the
 call is
important to you and you are very much
willing to listen and serve.

Accept ownership of the Apologize to customer for the problem

problems that arise. Don't blame others. The
power of the word, “sorry” is immense.
An early apology in the conversation is
often the key to managing the call
without having to escalate it. Thank the
customer for bringing the problem to
your attention.
Use the person’s name The sound that people most like to hear
often, and from others is the sound of their own
with care. names. Use expressions such as:

“I appreciate your concern, Sir Robert”

“I can understand why you feel the way
you do,
Miss Verna.”

Listen attentively to what Let the customer talk. Say something to

your them to let them know you are listening
customer is saying. well.

Be understanding Remember, the person is complaining

about your business, not about you
personally. Be calm, cheerful and
helpful. If possible, let
the customer know that you will take
responsibility for solving the problem.
Be sure to get all the If necessary, repeat the complaint to the
relevant information customer and get agreement that you
understand the customer’s point of view.
If the customer says you haven’t got it
right, never say:

“You don’t understand what I have said.

Instead, always say,
“I am sorry I haven’t made myself
clear.”

Always take responsibility for being

heard and understood.

PROCESS OF HANDLING CUSTOMER INQUIRIES

Prevention is better than cure. Preserving the relationship with
customers is always the main concern in handling complaints. Your
first move is to offer a solution that meets the expectations of the
customer. Remember that your goal is to maintain the relationship and
keep the customer, and that means providing satisfaction. The saying,
“The customer is always right,” is also true in the case of a complaint.
In this Figure, read how the representative addressed a customer
complaint

This is an example of combining emotional understanding with

control. Rapport and trust are necessary before you can move forward.
Keep control obviously, but involve the other person in your thinking
and decision-making.

Repeat the complaint by using the notes you made while listening to
the customer complaining. This demonstrates that you have a secure
grasp of the problem. Keep your tone measured and calm, and ask a
closed question at the end to check if you have a full understanding.

A good way to make sure that you know exactly what the problem is
to
use calm and kind words like:

-the customer should at least be ready to let you help them. Assure
them what exactly you are going to do and explain the realistic options
available.

If the customer wants something that is not possible, apologize, give

reasons why this is not an available option, and then tell them what
you can do for them. Moreover, if you can minimize passing them
from department to department, this will also help them to remain
calm and listen to any options you put forward.

If a solution is becoming difficult, ask the magic question:

Then wait for the customer’s response. In most cases, the customer
will require you to do less than you were willing to do, so accepting
this solution will not be difficult. You may even decide to ask this
question before you have to negotiate. The benefit of asking it earlier
is that you will nearly always be able to settle on the customer’s terms.
After getting the situation under control and fixed, apologize for the
inconvenience. Hope it does not affect their impression on the
company.

Maybe throwing a nice word indicated in the box below will create a
smile on the customer’s face.

ACKNOWLEDGING THE SITUATION AND PROVIDING

APPROPRIATE RESPOND

Once you have all the list of the complaints, act immediately in
accordance with the procedures of customer service policy. An
enterprise policy needs to be a living document that staff may access
and refer to. Policies are meant to be there as a guide to allow a staff to
know what to do in a certain situation.

What can you do to remedy the arising problem? Here are the basic
tools from an enterprise’ customer service policy:
 Empower Staff Customer service representative
should know how to provide
solutions to customers and have
the authority to handle
complaints in
a friendly and professional
manner.

Give Responsibilities Give frontline staff responsibility

to
resolve complaints in the first
instance.

Train Representatives Proper training on customer-

complainthandling techniques is
a big help to manage
unreasonable customer behavior.

SIMULATIONS
Engagement The teacher will pair the students into two(2). Each pair will be given
samples of complaints were the each pair will make scripts addressing
the situation. The pairs will enact in front of the class acting as a call
center representative addressing the complainants.

Assimilation Review Handling Customer Complaints

This time, we will measure your knowledge regarding empathizing
and remedying customer complaints. Match the terms in column A
with the ideas in column B. Write your answers in your notebook or in
a separate sheet of paper.
A B
1. ___Treat complainants as A. "Okay, I really understand
valued customers and agree with you that this is
very stressful to you, but for me
to help you I must work within
our process.”
2. ___ Act speak calmy B. If necessary, repeat the
complaint to the customer and
have an agreement that you
understand the customer’s
point of view.
3. ___ Use the person’s name C. Accept ownership of the
often and with care problem, then apologize.
4. ___ Listen attentively to what D. “I can understand why you
the customer is saying feel the way you do, Sir
Robert.”
 5. ___ Be understanding E. Make the customer feel that
his/her call is important to you
6. ___ Be sure to get all F. Let the customer talks
information
7. ___ Control the situation G. Keep in mind that the person
is complaining about your
business, not about you
personally
8. ___ Empower staffs H. Proper training on customer-
complaint-handling techniques
helps manage unreasonable
customer behavior
9. ___ Give responsibilities I. Customer service
representative should know how
to provide solutions to
customers and have the
authority to handle those
complaints.
10. ___ Train representatives J. Put in charge the frontline
staff to resolve complaints in the
first instance.

V. Reflection At the end of the lesson, learners will complete the statement in their
notebooks.

I understand that ____________________________________.

I realize that ________________________________________.

Prepared by:

Dan Paolo J. Gracilla

TLE Teacher