Olivia and her manager are concerned about complaints relating to the food served at outdoor marquees. An employee has informed Olivia of an increase in customer service complaints relating to the poor quality of salads provided at outdoor functions.

Olivia and her manager feel this is a serious quality issue and want to address it quickly. Olivia needs to look into methods that can be used to improve the service standards. Areas that could be addressed are service procedures, equipment or technology, or any other innovation that resolves this issue.

The events director has set Olivia a goal: to reduce customer complaints relating to the issue by 50% and increase overall customer satisfaction rates by 5% within the next six months. What support or coaching do individuals and teams need to implement her recommendations successfully?