A Message from the National Restaurant Association Educational Foundation
Features of the NRAEF ManageFirst Competency Guides
Chapter 1. The Importance of Customer Service to Your Business
What Is Customer Service?
Impact of Customer Service
Making a Positive Impression
Chapter 2. Basic Concepts for Higher-Quality Customer Service
High-Quality Customer Service
Systems Management Approach
Chapter 3. Identifying Customer Expectations
Identifying Internal Customer Expectations
Identifying External Customer Expectations
Obtaining Feedback from Internal and External Customers
Chapter 4. Ensuring Consistent Service Value
Proper and Effective Communication with the Customer
Guest Satisfaction Through Suggestive Selling
Managing the Pace and Flow of Service
Chapter 5. Ensuring Profit
Proper Procedures for Accepting Payment
Security Issues Dealing with Credit or Debit Card Payments
Point-of-Sale Issues Affecting Profit
To-Go, Delivery, and Drive-Through Orders
