ManageFirst
Pearson (Verlag)
978-0-13-228381-6 (ISBN)
- Titel erscheint in neuer Auflage
- Artikel merken
NEW! Exam Prep Guides for The ManageFirst™ Program - An exam prep guide is available for each one of the ten ManageFirst™ titles.
Contents Include:
Test taking strategies
Practice exam questions written to the NRAEF test item writing guidelines
Explanations for answers with remediation to the competency guides
Glossary of key terms
A brief competency guide which is focused on Customer Service. Designed to support a core textbook and provide students with marketable management skills for a career within the Culinary Arts and Foodservice industry.
Introducing the ManageFirst ProgramTM from the National Restaurant Association Educational Foundation (NRAEF). 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. This competency-based program includes 12 topics, each with a competency guide, exam, instructor resources and certificate. Students earn a certification for each exam passed. The topics and exams are aligned to typical on-campus courses.
This competency guide includes a PENCIL/PAPER version of the examination sheet. NRAEF ManageFirst: Customer Service w/ On-line Testing Access Code Card is also available.
For additional information about the NRAEF ManageFirstTM Program please visit www.prenhall.com/managefirst
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.
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
| Erscheint lt. Verlag | 8.6.2006 |
|---|---|
| Sprache | englisch |
| Maße | 276 x 216 mm |
| Gewicht | 331 g |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb |
| ISBN-10 | 0-13-228381-6 / 0132283816 |
| ISBN-13 | 978-0-13-228381-6 / 9780132283816 |
| Zustand | Neuware |
| Haben Sie eine Frage zum Produkt? |
aus dem Bereich
