‍A real training format that standardizes service excellence across 25 Five Guys franchise locations using certification and on-the-job audits.

Customer Service Training · Certification Program · Operational Standards · Mobile Learning

The Problem: Inconsistent Guest Experience Across Locations

With 25 Five Guys locations, Life’s Food LLC needed a way to ensure that every customer received the same high level of service—regardless of which restaurant they visited or who was working the shift. Without a structured and trackable program, service standards were being interpreted differently from one store to another. To protect the guest experience and strengthen brand loyalty, Life’s Food developed a Customer Service Certification module in Opus.

What the Training Looks Like

The Customer Service Certification module is a mobile-first program built in Opus that reinforces Five Guys’ service standards through a combination of digital learning and in-person performance validation.

  • Built-in Check-ins — for real-time skill assessment during actual shifts
  • Role-inclusive content — every team member, from cashier to cook, is trained on the same standards
  • Leadership accountability — certification is required for all managers and team leads

On-the-Job Audits with Check-ins

Rather than relying solely on quizzes or hypotheticals, Life’s Food uses Check-ins to validate skills through real-world performance. Managers assess team members during actual guest interactions—ensuring the training translates to action on the floor.

Universal Standards Across Roles

The module breaks down Life’s Food’s customer service expectations into micro-lessons that apply to every role. Whether answering the phone, greeting guests, or assembling orders, all team members learn how to deliver service that reflects the Five Guys brand.

Top-Down Accountability Through Certification

Certification isn’t optional for leadership—it’s required. By mandating the program for all managers and team leads, Life’s Food ensures that service expectations are modeled from the top and reinforced consistently throughout the team.

The Results: Better Service, Stronger Teams

With the launch of the Customer Service Certification module, Life’s Food has taken a proactive approach to guest experience. Team members understand what great service looks like—and managers have the tools to hold everyone accountable.

Key Benefits:

  • Reinforces consistent guest experience across 25 locations
  • Encourages in-person skill validation through Check-ins
  • Builds service confidence across all roles
  • Elevates leadership accountability and role modeling
  • Contributes to lower turnover through employee empowerment

Want More Training Ideas That Actually Work?

Meet Life’s Food LLC

Life’s Food LLC is a Five Guys franchisee operating 25 restaurants with a commitment to quality, consistency, and hospitality. By investing in structured service training and certifications, they ensure that every guest walks away with the same great Five Guys experience—no matter where they dine.

See It For Yourself

Scan the QR code below to preview the Customer Service Certification module in Opus. Looking for more ways to improve guest experience through frontline training? See the full collection here →

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