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ManageFirst Customer Service with Pencil/Paper Exam and Test Prep
ISBN-10: 0-13-507239-5
ISBN-13: 978-0-13-507239-4
Published by Prentice Hall
© 2007
Pub. Date: Oct 27, 2008
Format: Kit/Package/ShrinkWrap
Enhance your learning experience with text-specific study materials.
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.
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
This textbook is also sold in the various packages listed below. Before purchasing one of these packages, speak with your professor about which one will help you be successful in your course.
Package ISBN-13: 9780138015329
$140.00 | Add to Cart
This package contains:
- ManageFirst Customer Service with Pencil/Paper Exam and Test Prep
NRA National Restaurant Association | ©2007 | Kit/Package/ShrinkWrap - ManageFirst Inventory and Purchasing with Pencil/Paper Exam and Test Prep
NRA Solutions | ©2007 | Kit/Package/ShrinkWrap - ManageFirst Food Production with Pencil/Paper Exam and Test Prep
NRA National Restaurant Association | ©2007 | Kit/Package/ShrinkWrap
Package ISBN-13: 9780131384378
$111.93 | Add to Cart
This package contains:
- ManageFirst Customer Service with Pencil/Paper Exam and Test Prep
NRA National Restaurant Association | ©2007 | Kit/Package/ShrinkWrap - Prentice Hall Essentials Dictionary of Culinary Arts, The
Sarah R. Labensky, Gaye G. Ingram, Steven R. Labensky | ©2008 | Paper; 288 pages - ManageFirst: Hospitality and Restaurant Management with Pencil/Paper Exam and Test Prep
NRA National Restaurant Association | ©2007 | Kit/Package/ShrinkWrap
Package ISBN-13: 9780132150958
$267.20 | Add to Cart
This package contains:
- ManageFirst Customer Service with Pencil/Paper Exam and Test Prep
NRA National Restaurant Association | ©2007 | Kit/Package/ShrinkWrap - ManageFirst: Controlling Foodservice Costs with Pencil/Paper Exam and Test Prep
NRA National Restaurant Association | ©2009 | National Bundle - ManageFirst: Hospitality and Restaurant Management with Pencil/Paper Exam and Test Prep
NRA National Restaurant Association | ©2007 | Kit/Package/ShrinkWrap - ManageFirst Human Resources Management and Supervision with Pencil/Paper Exam and Test Prep
NRA National Restaurant Association | ©2007 | Kit/Package/ShrinkWrap - ServSafe Essentials with Answer Sheet for Paper and Pencil Exam, 5th Edition
Solutions NRA National Restaurant Association | ©2009 | Paper
Package ISBN-13: 9780135104033
$723.53 | Add to Cart
This package contains:
- ManageFirst Customer Service with Pencil/Paper Exam and Test Prep
NRA National Restaurant Association | ©2007 | Kit/Package/ShrinkWrap - ManageFirst Managerial Accounting with Pencil/Paper Exam and Test Prep
NRA Solutions | ©2007 | Kit/Package/ShrinkWrap - ManageFirst: Controlling Foodservice Costs with Pencil/Paper Exam and Test Prep
NRA National Restaurant Association | ©2009 | National Bundle - ManageFirst Inventory and Purchasing with Pencil/Paper Exam and Test Prep
NRA Solutions | ©2007 | Kit/Package/ShrinkWrap - ManageFirst: Nutrition with Pencil/Paper Exam and Test Prep
Solutions NRA National Restaurant Association | ©2007 | Kit/Package/ShrinkWrap - ManageFirst: Menu Marketing and Management with Pencil/Paper Exam and Test Prep
NRA Solutions | ©2007 | Kit/Package/ShrinkWrap - ManageFirst: Hospitality and Restaurant Management with Pencil/Paper Exam and Test Prep
NRA National Restaurant Association | ©2007 | Kit/Package/ShrinkWrap - ManageFirst Food Production with Pencil/Paper Exam and Test Prep
NRA National Restaurant Association | ©2007 | Kit/Package/ShrinkWrap - On Cooking: A Textbook of Culinary Fundamentals, 4th Edition
Sarah R. Labensky, Alan M. Hause, Steven R. Labensky, Priscilla A. Martel | ©2007 | Cloth; 1440 pages - ManageFirst: Restaurant Marketing with Pencil/Paper Exam and Test Prep
NRA Solutions | ©2007 | Kit/Package/ShrinkWrap - ManageFirst Human Resources Management and Supervision with Pencil/Paper Exam and Test Prep
NRA National Restaurant Association | ©2007 | Kit/Package/ShrinkWrap - ServSafe Essentials with Answer Sheet for Paper and Pencil Exam, 5th Edition
Solutions NRA National Restaurant Association | ©2009 | Paper - Introduction to Hospitality Management, 3rd Edition
John R. Walker | ©2010 | Cloth; 704 pages - Study Guide, 4th Edition
Christine Stamm-Griffin | ©2007 | Paper; 320 pages
