Program Name: ManageFirst: Customer Service
Program Duration: 1 Day or 4 Class Sessions or Online Course
Program Location: PWC Hospitality Training Facility or Online
Program Cost: $199 Online or $299 In-Class. Price includes book and exam
Click Here to Register for the Online Course
This class focuses on Customer Service topics. It includes essential content plus learning activities, case studies, professional profiles, research topics and more that support course objectives. The text and exam are part of the ManageFirst Program® from the National Restaurant Association (NRA). This edition is created to teach restaurant and hospitality students the core competencies of the Ten Pillars of Restaurant Management. The Ten Pillars of Restaurant Management is a job task analysis created with the input and validation of the industry that clearly indicates what a restaurant management professional must know in order to effectively and efficiently run a safe and profitable operation. The ManageFirst Program training program is based on a set of competencies defined by the restaurant, hospitality and foodservice industry as those needed for success.
After registration, the course text will be mailed to the student and should be received within 3 to 5 business days. If registered for the Online Course, access will be available within 24 hours of registering. After course completion, the student is to contact our offices via online messaging in the LMS or by telephone to schedule their exam.
Table of Contents
CHAPTER 1: THE IMPORTANCE OF CUSTOMER SERVICE
CHAPTER 2: CUSTOMER-CENTRIC SERVICE
CHAPTER 3: DESIGNING AND IMPLEMENTING AN EFFECTIVE CUSTOMER SERVICE PROGRAM
CHAPTER 4: THE PROFESSIONAL SERVER
CHAPTER 5: GREETING AND SEATING CUSTOMERS
CHAPTER 6: DINING ROOM SERVICE
CHAPTER 7: GUEST PAYMENT AND SERVICE RECOVERY
CHAPTER 8: MARKETING THE POSITIVE GUEST SERVICE EXPERIENCE