Your order must be $59 or more to qualify for free economy shipping.
Bulk sales, PO's, Marketplace items, eBooks and apparel do not qualify for this offer.
Get Rewarded for Ordering Your Textbooks!Enroll Now
Customer ReviewsRead Reviews
Write a Review
List Price: $48.40
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