SCHOOL Bagonbon NHS GRADE LEVEL 9

TEACHER IRIS RUTHZELLE V. BAGACAY LEARNING AREA TLE – Front Office Services
TEACHING DATES QUARTER 4th QUARTER
WEEK NO. 1 DAY 1 DAY 2 DAY 3 DAY 4 DAY 5
I. OBJECTIVES understand the importance of learn about the various etiquettes communicate effectively with how technology is used in customer
By the end of the lesson, customer service and learn how to involved in providing good customer customers. service
the students will be able welcome and escort guests to the service.
to… front desk.
Performance Standard independently provides porter independently provides porter independently provides porter independently provides porter
The learners should be services services services services
able to:
Learning Competency Handle guest arrival and departures Handle guest arrival and departures Handle guest arrival and departures Handle guest arrival and departures
The learners should be 1. review and plan expected daily 1. review and plan expected daily 1. review and plan expected daily 1. review and plan expected daily
able to… arrivals, departures, and requests for arrivals, departures, and requests for arrivals, departures, and requests for arrivals, departures, and requests for
major guest movements major guest movements major guest movements major guest movements
2. welcome and direct guests 2. welcome and direct guests 2. welcome and direct guests 2. welcome and direct guests
promptly on arrival to the appropriate promptly on arrival to the appropriate promptly on arrival to the appropriate promptly on arrival to the appropriate
area for registration area for registration area for registration area for registration

Code TLE_HEFS9-12PS-IVa-c-21 TLE_HEFS9-12PS-IVa-c-21 TLE_HEFS9-12PS-IVa-c-21 TLE_HEFS9-12PS-IVa-c-21

Topic Introduction to Customer Service Customer Service Etiquette Effective Communication Skills Customer Service Technology
II. CONTENT
III. LEARNING LM – Front Office Services LM TG- Front Office Services LM – Front Office Services LM – Front Office Services
RESOURCES TG- Front Office Services TG – Front Office Services TG – Front Office Services TG – Front Office Services
https://www.youtube.com/watch?
v=Zy1h49_L8ME
IV. LEARNING TASKS
ENGAGE • Begin by asking the students if they Short review about previous lesson  Short review about the previous  Short review about the previous ENRICHMENT ACTIVITY
have ever received excellent lesson about the customer service lesson about how effective
customer service and how it made Ask the students if they have etiquette. communication is important to
them feel. experiences about the good and bad hospitality industry.
customer service.  Ask the students the following:
• Show the students an examples of 1. Ask the students if they were  Ask the students the following:
customer service through videos. able to experience of good and 1. Have they experience ordering a
bad communication. goods or product online?
2. Let them share their experiences 2. Did they ever contacted a seller
and let them discuss the online?
importance of effective 3. How fast / slow the customer
communication. service or the seller replied
them?

EXPLORE Activity: Activity: Activity: Activity

Divide the students into pairs or Divide the students into groups and Divide the students into pairs or Let the students list all the specific
groups and have them role-play have them role-play scenarios of groups and have them role-playing a technology used in customer service.
scenarios of welcoming and handling different types of scenarios of communicating • Encourage the students to discuss

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SCHOOL Bagonbon NHS GRADE LEVEL 9
TEACHER IRIS RUTHZELLE V. BAGACAY LEARNING AREA TLE – Front Office Services
TEACHING DATES QUARTER 4th QUARTER
WEEK NO. 1 DAY 1 DAY 2 DAY 3 DAY 4 DAY 5
escorting guests to the front desk. customers. effectively with customers. the benefits and limitations of the
technology and provide examples
• Encourage the students to use • Encourage the students to use
• Encourage the students to use appropriate language and body appropriate language, tone of voice,
appropriate language and body language. and body language.
language.

EXPLAIN • Let the students discuss with the • Let the students discuss various • Let the students discuss various • Let the students give their ideas on
importance of customer service in customer service etiquettes such as communication skills such as active how to use technology effectively in
various fields. being attentive, polite, and listening, non-verbal communication, customer service.
respectful. and empathy.
• Let them explain the concept of • Let them explain the importance of
front desk service and its • Let them explain the importance of • Let them explain the importance of maintaining a human touch while
significance in the hospitality active listening in customer service. using positive language and tone of using technology.
industry. voice.

ELABORATE Explain to the learners the following Explain to the learners the different • Discuss the different • Discuss various technologies used
1. do's and don'ts of welcoming types of customers and how to communication styles and how to in customer service such as online
and escorting guests to the front handle them and resolve their adapt to them and explain how to booking systems, customer feedback
desk. complaints. handle language barriers and tools, and chatbots.
2. how good customer service can cultural differences.
lead to repeat business and • Explain the benefits and limitations
positive reviews. of using technology in customer
service.
EVALUATE Let the students write a feedback on 1. Which of the following is NOT a • Observe the students as they role- Observe the students as they
their partner's performance. quality that a good front desk play and provide feedback on their present and provide feedback on
agent should possess? performance. their performance. • Ask the students
A. Good communication skills to share their feedback on their
B. Professionalism • Ask the students to share their partner's presentation.
C. Rudeness feedback on their partner's
D. Friendliness performance.
2. What is the first step in making a
guest feel welcome at the front
desk?
A. Opening the door for the guest
B. Smiling at the guest
C. Making eye contact with the
guest
D. Greeting the guest
3. Why is it important to greet the
guest first when they approach
the front desk?
A. It helps the front desk agent

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SCHOOL Bagonbon NHS GRADE LEVEL 9
TEACHER IRIS RUTHZELLE V. BAGACAY LEARNING AREA TLE – Front Office Services
TEACHING DATES QUARTER 4th QUARTER
WEEK NO. 1 DAY 1 DAY 2 DAY 3 DAY 4 DAY 5
feel more important
B. It can mean a good first
impression
C. It allows the guest to check in
more quickly
D. It's not important to greet the
guest first
4. What should a front desk agent
say to a guest who needs help?
A. "How may I help you?"
B. "I'm too busy, ask someone
else."
C. "You're on your own, I can't
help you."
D. "Sorry, I don't know what to
do."
5. Which of the following is NOT an
important part of a front desk
agent's job?
A. Checking guests in and out
B. Answering phone calls
C. Making dinner reservations for
guests
D. Cooking food for guests

Assignment Have the students research and Have the students research and Have the students do the following:
write an essay (at least 5 sentences) write an essay on the importance of
on the importance of customer effective communication skills in 1. On their own words write a 5
service in the hospitality industry customer service. sentences about the impact of
technology on customer service.

V - REFLECTION
A. No. of learners who
earned 80% in the
evaluation
B. No. of learners who
required additional
activities for remediation
C. Did the remedial lessons
work?
D. No. of learners who
continue to require
remediation

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 SCHOOL Bagonbon NHS GRADE LEVEL 9
TEACHER IRIS RUTHZELLE V. BAGACAY LEARNING AREA TLE – Front Office Services
TEACHING DATES QUARTER 4th QUARTER
WEEK NO. 1 DAY 1 DAY 2 DAY 3 DAY 4 DAY 5
E. Which of my teaching
strategies work well? Why
did this work?
F. What difficulties did I
encounter which my
principal or supervisor can
help me solve?
G. What innovation or
localized materials did I
used/discover which I wish
to share with other
teachers?

Prepared by:

IRIS RUTHZELLE V. BAGACAY

TLE 9 Front Office Services Teacher

Day 2 Scenarios
Scenario 1: The Angry Customer
You're working at a retail store and a customer comes in with a product they purchased that isn't working. The customer is visibly angry and upset about the situation.
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Role-play:
Customer: "This product I bought from your store doesn't work! This is ridiculous!"
You: "I'm sorry to hear that. Let me take a look at the product and see what we can do to resolve the issue."
Customer: "Well, you better do something about it. I'm not leaving until this is sorted out."
You: "I completely understand your frustration. Let's take a look at the product together and see if we can find a solution. If we can't, we'll see what other options are available to you."

Scenario 2: The Indecisive Customer

You're working at a restaurant and a customer is having trouble deciding what to order from the menu. They keep asking questions about each dish and seem hesitant to make a decision.

Role-play:
Customer: "I'm having a hard time deciding what to order. Can you tell me more about the specials?"
You: "Absolutely, I'd be happy to help you decide. The specials today are a grilled salmon with a lemon butter sauce and a vegetarian pasta with roasted vegetables. They're both really delicious options."
Customer: "Hmm, they both sound good. Which one do you recommend?"
You: "It really depends on your preferences. If you like seafood, the salmon is a great option. If you're looking for something vegetarian, the pasta is a great choice. But ultimately, the decision is up to you."

Scenario 3: The Overly Chatty Customer

You're working at a coffee shop and a customer comes in and starts chatting with you while you're trying to take their order. They're telling you about their day and asking you questions about your life.

Role-play:
Customer: "Hi there, how are you today? It's such a beautiful day outside, don't you think?"
You: "I'm doing well, thank you. And yes, the weather is lovely today. What can I get for you?"
Customer: "Well, I'm not sure yet. What do you recommend? Oh, and by the way, what do you like to do when you're not working?"
You: "I recommend our caramel latte. And as for your other question, I enjoy reading and spending time outdoors. But let's focus on your order for now. Would you like to try the caramel latte?"

Scenario 4: The Impatient Customer

You're working at a busy fast-food restaurant and a customer comes in and immediately starts tapping their foot and sighing loudly. They're in a hurry and want their food quickly.

Role-play:
Customer: "I'm in a hurry, can you make my order quickly please?"
You: "Absolutely, I understand you're in a hurry. We'll get your order out as quickly as possible."
Customer: "It's taking too long. Can you check on my order?"
You: "I'm sorry for the wait. Let me check on your order and see where we're at with it."
Customer: "Finally, thank you. I hope it's ready soon."
You: "It should be ready in just a few minutes. Thank you for your patience."

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Day 3 Scenarios
1. Scenario: A customer is having trouble with an online purchase and needs assistance.

Role-play:
One person plays the customer, and the other plays the customer support representative. The representative should introduce themselves, actively listen to the customer's concerns, and provide clear and concise instructions
to help resolve the issue. The customer should ask questions, express their concerns, and provide feedback on whether they feel satisfied with the resolution.

2. Scenario: A customer is upset about a delayed delivery and is considering canceling their order.

Role-play:
One person plays the upset customer, and the other plays the customer support representative. The representative should acknowledge the customer's frustration and empathize with their situation. They can offer an apology,
explain the reason for the delay, and provide a solution that satisfies the customer's needs. The customer should express their concerns, ask questions, and provide feedback on whether they feel satisfied with the solution.

3. Scenario: A customer has an issue with a product and needs a replacement.

Role-play: One person plays the customer, and the other plays the customer support representative. The representative should actively listen to the customer's concerns, acknowledge the issue, and offer a solution that
satisfies the customer's needs. They can explain the process for returning the product and provide a timeline for when the replacement will be sent. The customer should express their concerns, ask questions, and provide
feedback on whether they feel satisfied with the solution.

4. Scenario: A customer is interested in a product but has questions about its features and pricing.

Role-play: One person plays the customer, and the other plays the sales representative. The sales representative should introduce themselves, actively listen to the customer's questions, and provide clear and concise
information about the product's features, benefits, and pricing. They can offer additional resources such as product demos or testimonials to help the customer make an informed decision. The customer should ask questions,
express their concerns, and provide feedback on whether they feel satisfied with the information provided.

5. Scenario: A customer has had a positive experience with a company and wants to leave a review or provide feedback.

Role-play: One person plays the customer, and the other plays the customer support representative. The representative should thank the customer for their feedback, acknowledge their positive experience, and encourage
them to leave a review or share their feedback with others. They can provide instructions on how to leave a review and offer any incentives or rewards for doing so. The customer should express their feedback, ask questions,
and provide feedback on whether they feel satisfied with the communication.

Day 4 Examples of customer service chatbots:

1. E-commerce: A customer visits an e-commerce website and wants to inquire about a product. Instead of searching through the website or contacting customer support, they can simply use the chatbot to ask questions about
the product, such as its features, pricing, and availability.
2. Banking: A customer needs assistance with a banking transaction or wants to inquire about their account balance. They can use the chatbot to initiate a conversation with their bank and receive real-time assistance.
3. Travel: A customer is planning a trip and wants to inquire about flights, hotels, or rental cars. They can use the chatbot to receive personalized recommendations, check availability, and make reservations.
4. Telecommunications: A customer has a technical issue with their phone, internet, or cable service. They can use the chatbot to troubleshoot the issue, schedule a technician visit, or receive assistance with their bill.
5. Healthcare: A patient wants to schedule an appointment with their doctor, inquire about their medication, or receive medical advice. They can use the chatbot to communicate with their healthcare provider and receive prompt
assistance.