Customer Service - With Examination and Test Prep / Edition 1
  • Customer Service - With Examination and Test Prep / Edition 1
  • Customer Service - With Examination and Test Prep / Edition 1

Customer Service - With Examination and Test Prep / Edition 1

by . National Restaurant Association
     
 

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… See more details below

Overview

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.

Product Details

ISBN-13:
9780135072394
Publisher:
Prentice Hall
Publication date:
01/28/2007
Edition description:
Older Edition
Product dimensions:
8.50(w) x 10.70(h) x 0.40(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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