Customer Service

The ManageFirst® Customer Service curriculum cultivates operational excellence in guest experience management through an immersive blend of psychological principles and tactical service protocols. Students begin by mastering the LAST (Listen-Apologize-Solve-Thank) service recovery framework through simulated scenarios ranging from order inaccuracies to reservation system failures, learning to balance brand policy adherence with individual guest satisfaction. The course progresses to analytical training in deciphering customer satisfaction metrics, where participants interpret Net Promoter Score (NPS) trends alongside Customer Effort Score (CES) data to identify systemic service friction points. Role-playing workshops challenge learners to de-escalate conflicts using verbal judo techniques while maintaining compliance with ADA Title III accessibility standards for guests with disabilities.

A core component involves designing tiered loyalty programs that integrate POS transaction data with personalized reward structures, teaching students to calculate lifetime customer value against program implementation costs. The curriculum emphasizes emotional labor management through stress inoculation training, where participants maintain service excellence standards during high-volume stress simulations mirroring peak restaurant hours. Technology integration includes certification in cloud-based CRM platforms specifically configured for hospitality operations, enabling students to track guest preference patterns across multiple visit cycles.

Throughout the course, students audit real-world case studies of service breakdowns, developing corrective action plans that address root causes from staff training gaps to operational workflow inefficiencies. The program culminates in a capstone project where teams redesign all customer touchpoints for a struggling virtual restaurant concept, presenting their solutions to industry professionals. Successful completion earns the ManageFirst Guest Services credential, validating graduates' ability to transform casual diners into brand advocates through strategically engineered hospitality experiences.