ManageFirst Customer Service with Pencil/Paper Exam and Test Prep

by National Restaurant Association, .

• ISBN13: 9780135072394
• ISBN10: 0135072395
• Edition: 1st
• Format: Package
• Copyright: 2008-10-27
• Publisher: Prentice Hall

Summary

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
• Service Recovery

 

Chapter 5        Ensuring Profit

 

• Proper Procedures for Accepting Payment
• Security Issues Dealing with Credit or Debit Card Payments
• Point-of-Sales Issues Affecting Profit
• To-Go, Delivery, and Drive-Through Orders

 

Field Project  

Index