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ManageFirst Customer Service with On-line Testing Access Code Card and Test Prep

By Solutions NRA National Restaurant Association

ISBN-10: 0-13-507215-8

ISBN-13: 978-0-13-507215-8What's this?

Published by Prentice Hall

© 2007

Pub. Date: Oct 27, 2008

Format: Kit/Package/ShrinkWrap

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Description

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 and an On-line Testing Access Code Card.

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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