Department of the Education PUBLIC TECHNICAL-VOCATIONAL HIGH SCHOOLS
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Republic of the Philippines Department of the Education PUBLIC TECHNICAL-VOCATIONAL HIGH SCHOOLS Unit of Competency : PROVIDE EFFECTIVE COSTUMER SERVICE Module Title: Providing Effective Customer Service Module No .: 1 Nominal Duration : 100 Hrs. 11 TABLE OF CONTENTS TITLE PAGE MODULE TITLE : PROVIDING EFFECTIVE CUSTOMER SERVICE Lesson 1.Greeting customers 6 - 9 Lesson 2. Identifying customer needs 10 - 13 Lesson 3. Delivering service to customers 14 - 17 Lesson 4. Handling queries through telephone, 18 - 20 fax machine, internet, e-mail Lesson 5. Handling complaints, evaluation, and recommendations 21 - 23 Module Title : CLEANING AND MAINTAINING Lesson 1. Cleaning, sanitizing, and storing equipment 28 - 33 Lesson 2. Cleaning and sanitizing premises 34 - 37 Lesson 3. Handling waste and linen 38 - 40 Module Title : Performing Safety Practices in the Workplace Lesson 1. Following workplace procedures for health, safety, and 45 - 49 security practices Lesson 2. Dealing with emergency situations 50 - 52 Lesson 3. Maintaining safety personal presentation standards 53 - 55 Module Title : OBSERVING WORKPLACE HYGIENE AND SANITATION PROCEDURE Lesson 1. Observing hygiene and sanitizing procedure 61 - 64 Lesson 2. Identifying and preventing hygiene risk. 65 - 69 Module Title : PLATING, PRESENTING ANS SERVING FOOD Lesson 1. Preparing food for service 74 - 78 Lesson 2. Portioning and plate food 79 - 82 Lesson 3. Working in a team 83 - 85 Module Title : PREPARING, COOKING AND SERVING FOOD FOR MENU Lesson 1. Coordinating, organizing and preparing for food service 91 - 94 Lesson 2. Cooking and serving menu items for food service 95 - 108 Lesson 3. Coordinating and completing end of service requirements 109 - 111 MODULE TITLE: RECEIVING AND STORING KITCHEN SUPPLIES Lesson1. Taking delivery of supplies 116 - 125 Lesson 2. Storing supplies 126 - 132 Lesson 3. Rotating and maintaining supplies 133 - 135 MODULE TITLE: ORGANIZING AND PREPARING FOOD Lesson 1. Preparing tools and equipment for specific uses 139 - 150 Lesson 2. Assembling and preparing ingredients for menu items 151 -157 Lesson 3. Preparing dairy, dry goods, fruits and vegetables 158 - 165 Lesson 4. Preparing meat, seafoods and poultry 166 - 181 22 TABLE OF CONTENTS TITLE PAGE MODULE TITLE : PROVIDING EFFECTIVE CUSTOMER SERVICE Lesson 1.Greeting customers 6 - 9 Lesson 2. Identifying customer needs 10 - 13 Lesson 3. Delivering service to customers 14 - 17 Lesson 4. Handling queries through telephone, 18 - 20 fax machine, internet, e-mail Lesson 5. Handling complaints, evaluation, and recommendations 21 - 23 Module Title : CLEANING AND MAINTAINING Lesson 1. Cleaning, sanitizing, and storing equipment 28 - 33 Lesson 2. Cleaning and sanitizing premises 34 - 37 Lesson 3. Handling waste and linen 38 - 40 Module Title : Performing Safety Practices in the Workplace Lesson 1. Following workplace procedures for health, safety, and 45 - 49 security practices Lesson 2. Dealing with emergency situations 50 - 52 Lesson 3. Maintaining safety personal presentation standards 53 - 55 Module Title : OBSERVING WORKPLACE HYGIENE AND SANITATION PROCEDURE Lesson 1. Observing hygiene and sanitizing procedure 61 - 64 Lesson 2. Identifying and preventing hygiene risk. 65 - 69 Module Title : PLATING, PRESENTING ANS SERVING FOOD Lesson 1. Preparing food for service 74 - 78 Lesson 2. Portioning and plate food 79 - 82 Lesson 3. Working in a team 83 - 85 Module Title : PREPARING, COOKING AND SERVING FOOD FOR MENU Lesson 1. Coordinating, organizing and preparing for food service 91 - 94 Lesson 2. Cooking and serving menu items for food service 95 - 108 Lesson 3. Coordinating and completing end of service requirements 109 - 111 MODULE TITLE: RECEIVING AND STORING KITCHEN SUPPLIES Lesson1. Taking delivery of supplies 116 - 125 Lesson 2. Storing supplies 126 - 132 Lesson 3. Rotating and maintaining supplies 133 - 135 MODULE TITLE: ORGANIZING AND PREPARING FOOD Lesson 1. Preparing tools and equipment for specific uses 139 - 150 Lesson 2. Assembling and preparing ingredients for menu items 151 -157 Lesson 3. Preparing dairy, dry goods, fruits and vegetables 158 - 165 Lesson 4. Preparing meat, seafoods and poultry 166 - 181 22 PROVIDE EFFECTIVE COSTUMER SERVICE Module Title: PROVIDING EFFECTIVE COSTUMER SERVICE Module Introduction The module deals with the knowledge, skills, and attitudes in providing effective customer service. It includes greeting customers; identifying customer needs; delivering customer service; handling queries through telephone, fax machine, internet, and e-mail; handling complaints, evaluation, and recommendation. Expected Outcome After completing the module, you should be able to: 1.1. greet customer; 2.2. identify customer needs; 3.3. deliver service to customer; handle queries through telephone, fax machine, Internet, and e-mail; and 4.4. handle complaints, evaluation, and recommendation. PRE-TEST Direction: Read carefully the following questions and choose the best answer from the choices given. Write only the LETTER on your test booklet. 1.1. Who among the following personnel in an industry is considered the life and blood of the food and beverage industry? a.a. customer b.b. employee c.c. manager d.d. worker 2.2. What is the best characteristic of an employee that motivates the customer to stay longer in the industry? a. assist the customer to the vacant table b. be calm and relax all the time c. c. always put a smile on your face and be friendly d. all of the above 3. If your guest arrives, but there is no vacant table, what will you do? a.a. assist him to the waiting lounge, but don’t forget him there. b.b. propose a menu which he would like or choose any and give his order c.c. prepare the table for the guest d.d. try your best to make him patient 4. Which of the standard operating procedure of greeting the guest is the best in dealing with the customer? a. be calm in dealing with the problem b. first impression is lasting in an industry c. never neglect the first contact with a client d. welcoming is a first impression that the customer will remember to come back 33 5. Which art of communication is shown when a person is speaking in a group and many are showing their responses a. facial expression c. body gesture b. body language d. body posture 6. Which of the symbolic messages is transformed by means of intonation, vocally-produced noise, body posture and body gesture? a. body language c. oral communication b. non-verbal communication d. verbal communication 7. Which art of communication is not included in the verbal and non-verbal communication? a. body language b. paralanguage c. waving of hands d. winking and slight movement of the eyebrow 8. Which of the following is not included in the modes of farewell? a. kissing and hugging c. smiling b. sending letter d. waving of hands 9. Which is not included in the symbolic message of an oral communication? a. body gesture c. fare welling b. facial expression d. intonation 10. Which of the following needs of the customer does not belong to the group? a. need to be understood c. need to feel important b. need to feel welcomed d. need to be somebody 11.Which is not included in the standard requirements for the urgency needs of the customer? a. manner of preparation c. personal hygiene b. preparation time d. special qualities of the dish 12. Which of the following does not belong to the body language checklist? a. do you hold your head high and steady? b. do you find it easy to maintain natural smile? c. do your arms move in a natural unaffected manner? d. do you use the two levels of communication? 13. Which of the good working attitudes and pleasant approaches does not belong to the group? a. good communication b. body language c. sound intonation of your voice d. your appearance 14.Which is not included in maintaining high quality service to the customer? a. customer satisfaction c. keeping clear item b. some emblem d. setting strategies 4 15.Which is not an example of EMBLEM which means a verbal accompaniment? a. hand signal c. hugging b. high file d. victory sign LESSON 1 GREETING CUSTOMERS INTRODUCTION The lesson deals with the proper greetings of the customer in line with enterprise procedure, the verbal and non-verbal communications, and the sensitivity to cultural and social differences. ASSESSMENT CRITERIA 1. Guests are greeted in line with enterprise procedure. 2. Verbal and non – verbal communications are appropriately used on the given situation. 3. Non – verbal communication of customer is observed. 4. Sensitivity to cultural and social differences is demonstrated. DEFINITION OF TERMS gesture - a motion of the limbs or body made to express thought or to emphasize speech. - the act or remarks made as a formality or as a sign of intentions or attitudes. communication - the exchange of thoughts, messages or information. customer - one who buys goods or services farewell - used to express an acknowledgement of parting comportment - bring together exigencies - urgent requirement tiddling - tamper averted - to ward off; prevent gaze - to look steadily and with fixed attention. deceit - trick disbelief - to refuse to believe embellish - to make beautiful as by ornamentation Verbal and Non-verbal Communication Two Levels of Spoken Message 1. Verbal 2. Non-Verbal Verbal Communication - communicating our message verbally to whomever is receiving the message. These symbolic messages are transferred by means of: Intonation 5 Tone of voice Vocally produced noise Body posture Body gesture Facial expressions, a pause Non-Verbal Communication - Consists of all messages other than words that are used in communication. Body language – a term for communication using body movement or gesture instead of, or in addition to, sounds, verbal language or other communication. Paralanguage – describe all forms of human communication that are not verbal language. This includes the most subtle of movements that many people are not aware of, including : a. Winking and slight movement of the eyebrows.