Ensuring Fresh Food and Excellent Customer Service

Digital & eLearning

The Client Need

"More of our customers are ordering through our app and we now have several fulfillment channels where customers can pick up orders, which has changed the jobs of our crew and crew managers. We needed a fun and engaging way to teach crew and crew managers how to fulfill orders and provide great customer service for orders initiated in the mobile app."

- Global Restaurant Chain

The Design

A 20-minute, digital, on-demand course with two tracks - one for crew and one for crew managers. Both tracks immerse learners in a fun game where they handle mobile app orders and deal with common customer questions and situations in an animated restaurant setting. It’s a busy day, so they have to balance efficiency with customer service, all while earning points on three metrics.

The Details

Learners practice fulfilling orders and providing a great customer experience in a shifting environment where enhancements in technology allow the restaurant to have a customer's order ready for them upon arrival.

Each customer interaction has a positive or negative impact at the restaurant, which directly impacts points across three key scores: process accuracy, order accuracy, and customer satisfaction.

Learners work from a bird’s eye view of a restaurant where they see customer requests pop up at random and then select which to fulfill.

The course has been rolled out in the US in English and Spanish, and a global roll out in more than 12 languages is planned.

Awards