Scenario 5.2 Customer Complaint about Counter Crew
RJ's Fastfoods is a quick service restaurant.All new employees are required to provide certificates or transcripts showing that they received over 30 hours of training in server intervention and have a food safety certificate.All employees receive the company orientation DVD and accompanying booklet.The manager was continuing to receive a growing number of customer complaints about the slow service of the Counter Crew.
-Please refer to Scenario 5.2.What is the best step the manager could take to improve RJ's orientation?
A)provide a two hour workshop with a DVD
B)focus the DVD training on specific "serve it right"skill development
C)ensure that the orientation is a continuous process
D)ensure the DVD training covers RJ's specific food service policies and procedures

Question

Quizplus · Accepted Answer

The best step the manager could take to improve RJ's orientation is to ensure that the orientation is a continuous process. This means that the training and reinforcement of important skills should not just be a one-time event during the onboarding period, but should be ongoing throughout the employee's tenure. This will help to ensure that the employees fully understand and adhere to the company's policies and procedures, including providing efficient and effective customer service. Providing a two-hour workshop with a DVD or focusing the DVD training on specific skill development may be helpful, but these steps alone may not be sufficient to address the ongoing issue of slow service. Ensuring that the DVD training covers RJ's specific food service policies and procedures may also be helpful, but again, it may not be sufficient without ongoing training and reinforcement. Therefore, the best choice is C, ensuring that the orientation is a continuous process.

Scenario 5.2 Customer Complaint About Counter Crew