ManFirst: Customer Service w/Exam Voucher, 2E

This text focuses on Customer Service topics. It includes essential content plus learning activities, case studies, professional profiles, research topics and more that support course objectives. This textbook includes an online exam voucher with an access code to be used with the online version of the ManageFirst certification exam.

Chapter Table of Contents

1 – The Importance of Customer Service

2 – Customer-Centric Service 

3 – Designing and Implementing an Effective Customer Service Program

4 – The Professional Server 

5 – Greeting and Seating Customers

6 – Dining Room Service 

7 – Guest Payment and Service Recovery

8 – Marketing the Positive Guest Service Experience