ManFirst: Customer Service w/ Ans Sheet, 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 exam answer sheet to be used with the paper-and-pencil version of the ManageFirst certification exam.

Chapter 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