Task Analysis: Taking a Customer Order at a Fast-Food Restaurant

Goal: Take a customer’s order efficiently and accurately in a professional manner.

Materials: Menu, order pad, pen, cash register (if applicable).

Steps:

1. Greet the customer: Smile and say hello, making eye contact. Use appropriate greetings like “Welcome to [Restaurant Name]!” or “Can I take your order, please?”
2. Listen actively: Pay attention to the customer’s requests and preferences. Avoid distractions and interrupting.
3. Repeat the order back: Clarify what you heard to ensure accuracy. For example, “So, you’d like a bacon cheeseburger with no pickles and a large soda?”
4. Upsell: Suggest additional items politely if permitted by company policy. For example, “Would you like fries with that?”
5. Process payment: If taking cash, count the money accurately and provide change correctly. If using a register, guide the customer through the payment process.
6. Thank the customer: Express appreciation for their business. Say something like, “Thank you for coming to [Restaurant Name]! Enjoy your meal.”

Challenges for Melissa:

• Maintaining focus: Distractions, like noise or other customers, might distract Melissa. Visual cues or fidget toys could help.
• Following social cues: Melissa might not recognize professional boundaries or understand how her comments might be perceived. Role-playing scenarios could help.
• Time management: Taking more breaks than allowed could impact efficiency. Visual timers or reminder systems could help Melissa stay on track.

Progress Note: Melissa, Fast-Food Cashier

Date: [Date]

Client: Melissa [Last Name]

Setting: Fast-food restaurant

Observations:

• Melissa arrived on time and dressed appropriately for work.
• Melissa completed assigned tasks with minimal assistance.
• Melissa took initiative to stock condiments and clean tables during downtimes.
• Melissa greeted customers with a smile and asked for their orders.
• Melissa repeated orders back to customers for accuracy.
• Melissa struggled to stay focused during slow periods, occasionally fidgeting or looking around.
• Melissa used inappropriate language once, complimenting a male customer’s appearance.
• Melissa took two unauthorized breaks during her shift, exceeding the allocated time.

Interventions:

• Provided Melissa with a visual timer to help her track break times.
• Role-played customer interactions, focusing on professional language and boundaries.
• Used positive reinforcement for appropriate behavior and provided gentle reminders when needed.
• Discussed the importance of maintaining customer focus and avoiding distractions.
• Explored alternative coping mechanisms for Melissa to manage boredom or restlessness during slow periods.

Goals for next session:

• Melissa will take only authorized breaks and stay on task during her shift.
• Melissa will refrain from using unprofessional language with customers.
• Melissa will continue to practice active listening and order accuracy.

Overall: Melissa is a well-meaning and hardworking employee with potential for success. Continued support and positive reinforcement will help her overcome her challenges and thrive in her job.

Additional Notes:

• This is a sample progress note and may need to be adapted based on Melissa’s specific needs and progress.
• It’s crucial to collaborate with Melissa to set realistic goals and develop appropriate interventions.
• Communication with the restaurant manager and Melissa’s support network is essential to ensure consistency and provide Melissa with holistic support.

Remember, successful job coaching requires a patient, supportive, and individualized approach. By focusing on Melissa’s strengths and providing her with the tools and resources she needs, you can help her achieve her goals and maintain successful employment.