9780132179324

ManageFirst Customer Service with Answer Sheet

by
  • ISBN13:

    9780132179324

  • ISBN10:

    0132179326

  • Edition: 2nd
  • Format: Paperback
  • Copyright: 8/6/2012
  • Publisher: Pearson
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Supplemental Materials

What is included with this book?

  • The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.
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Summary

This text focuses on CUSTOMER SERVICE topics. It includes essential content plus learning activities, case studies, professional profiles, research topics and more that support course objectives. The exam can be taken in either a paper-and-pencil or online format. The exam format is selected at the time of purchase. The text and exam are part of the NRAEF ManageFirst Programfrom the National Restaurant Association Educational Foundation. This edition is created to teach restaurant and hospitality students the core competencies of the Ten Pillars of Restaurant Management. The Ten Pillars of Restaurant Management is a job task analysis created with the input and validation of the industry that clearly indicates what a restaurant management professional must know in order to effectively and efficiently run a safe and profitably operation. The NRAEF ManageFirst Programtraining program is based on a set of competencies defined by the restaurant, hospitality and foodservice industry as those needed for success. This competency-based program includes 10 topics each with a Competency Guide, exam, Instructor Resources, certificate and credential.* This Competency Guide includes a Paper-and-Pencilversion of the exam answer sheet.

Table of Contents

CHAPTER 1: THE IMPORTANCE OF CUSTOMER SERVICE 

CHAPTER 2: CUSTOMER-CENTRIC SERVICE 

CHAPTER 3: DESIGNING AND IMPLEMENTING AN EFFECTIVE CUSTOMER SERVICE PROGRAM 

CHAPTER 4: THE PROFESSIONAL SERVER 

CHAPTER 5: GREETING AND SEATING CUSTOMERS 

CHAPTER 6: DINING ROOM SERVICE 

CHAPTER 7: GUEST PAYMENT AND SERVICE RECOVERY 

CHAPTER 8: MARKETING THE POSITIVE GUEST SERVICE EXPERIENCE

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