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The Request

Janet and Jesse Wilcox, proprietors of Something's Brewing, have asked me to develop a new employee orientation program for their coffee shop. The goal of the new employee orientation is to ensure a more consistent level of service across all Something's Brewing Shops.

Among the issues that Janet and Jesse have identified to be addressed in the program are that new employees:

• Do not know how to properly greet customers -- or greet them at all
• Forget to ask customers complete information about their order, so orders are incomplete (for example, coffee served with milk when the customer wants it black)
• Have difficulty working the cash register, especially remember the prices of items (the prices of baked items change weekly, as does the menu)
• Will reload the coffee machine when it's not a priority and when a customer is waiting in line

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