Enhancing Restaurant Employees' Customer Service Skills

Matt's Vegan Taco Shop is a plant-based, fast-casual Mexican restaurant in the Wynwood neighborhood of Miami, FL. The restaurant is well known for its fresh ingredients, delicious recipes, inventive dishes, and generous portions, but the average Yelp rating for the restaurant has consistently declined over the recent months.

The written reviews note that, although customers highly value the food quality, they also perceived deficiencies in the level of customer service, especially in relation to employee politeness, order error rate, and the order delays.

You'll be working with Matt Anderson, owner of the Matt's Vegan Taco Shop, as the subject matter expert. He's worked in food service for most of his career, including as a server and manager, before raising funds to open his own restaurant. He doesn't know much about design and developing training programs, but he has comprehensive knowledge about about the the customer service skills in the restaurant industry.