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This particular guide is a brief competency guide which is focused on Customer Service. Designed to provide trainees with marketable management skills for a career within the Culinary Arts and Foodservice industryThe NRAEF is introducing a new program as part of its strategic focus on recruitment and retention. This new management training certification program is based on a set of competencies defined by the restaurant, foodservice and hospitality industry as those needed for success. NRAEF ManageFirst Program leads to a new credential, ManageFirst Professional (MFP), which is part of our industry career ladder. This competency-based program includes 12 topics, each with a competency guide, exam, instructor resources and certificate. Trainees earn a certificate for each exam passed. Packaged with this book, is also a NEW! Exam Prep Guide.
Table of Contents
Chapter 1 The Importance of Customer Service to Your Business
What the Customer Buys
What is Customer Service?
Impact of Customer Service
Making a Positive Impression
Completing the Cycle
Chapter 2 Basic Concepts for Higher Quality Customer Service
Who Is the Customer?
High-Quality Customer Service
Systems Management Approach
The Service-Profit Chain
Chapter 3 Identifying Customer Expectations
Identifying Internal Customer Expectations
Determining External Customer Expectations
Obtaining Feedback from Internal and External Customers
Chapter 4 Ensuring Consistent Customer Service Value
Proper and Effective Communication with the Customer
Guest Satisfaction Through Suggestive Selling
Managing the Pace and Flow of Service
Chapter 5 Ensuring Profit
Proper Procedures for Accepting Payment
Security Issues Dealing with Credit or Debit Card Payments