Customer Service / Edition 1 by National Restaurant Association | 9780132283816 | Paperback | Barnes & Noble
Customer Service / Edition 1

Customer Service / Edition 1

by National Restaurant Association
     
 

ISBN-10: 0132283816

ISBN-13: 9780132283816

Pub. Date: 05/10/2006

Publisher: Prentice Hall

The 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

Overview

The 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. Students earn a certificate for each exam passed. The topics and exams are aligned to typical on-campus courses. For example, the Controlling Foodservice Costs Competency Guide is designed to align with a Cost Control or Operations Management course. Competency Guides and Textbooks: Most guides are 150-200 pages in length and are designed to be used with traditional textbooks for each course area. Each guide contains the essential content for that topic, learning activities, assessments, case studies, suggested field trips & research projects, professional profiles and testimonials. Instructor resources are available electronically and include competency guide content, notes indicating points to be emphasized, recommended activities and discussion questions, and answers to all activities and case studies. Exams: Exams accompany each topic covered in the competency guides. Pencil and paper and online exam formats are offered. They typically are proctored on campus at the end of a course by faculty. Certificates: The NRAEF provides a certificate to students upon successfully passing each exam. The certificates are endorsed by the NRAEF and feature the student’s name and the exam passed. The certificates are a lasting recognition of a student’s accomplishment and a signal to the industry that the student has mastered the competencies covered within a particular topic. Credential: Upon successful completion of five NRAEF ManageFirst Program exams (including three predefined core topics, one foundation topic, and ServSafe Food Safety) a student is awarded the NRAEF ManageFirst Professional (MFP) credential. There is no additional charge for the credential. The program is targeted at the academic community. The program is flexible for use at two-year or four-year restaurant, foodservice and hospitality programs, proprietary schools and technical/vocational career education schools.

If you are interesting in purchasing managefirst for your organization and you are NOT affiliated with a school or university, please email managefirst@pearson .com so we can have someone from our business and industry group contact you directly.

Product Details

ISBN-13:
9780132283816
Publisher:
Prentice Hall
Publication date:
05/10/2006
Series:
NRAEF ManageFirst Program Series
Edition description:
Older Edition
Pages:
112
Product dimensions:
8.40(w) x 10.60(h) x 0.50(d)

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

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