Jump to content

  • View Unreplied Topics
  • Quick Navigation
  1. International Food Safety and Quality Network
  2. → Food Safety Topics
  3. → Customer Complaints & Customer Relations
  4. 1404Online Users

Photo

How to respond to customer complaint

Started by carine, Jun 24 2015 07:01 AM
Share this

  • You cannot start a new topic
  • Please log in to reply
2 replies to this topic

carine

    Grade - SIFSQN

  • IFSQN Senior
  • 361 posts
  • 22 thanks
5
Neutral

  • Earth
    Earth

Posted 24 June 2015 - 07:01 AM

hi all, we had received customer complaint claimed that our product bacteria level exceed permitted level. and we have review and check our process parameter, cleaning record throughout, nothing to be found. To reassure the lab results, we had sent the sample for lab testing, results found negative of the bacteria.

In such situation, may i know how do u all respond to customer?


Simon

    IFSQN...it's My Life

  • IFSQN Admin
  • 12,831 posts
  • 1363 thanks
881
Excellent

  • United Kingdom
    United Kingdom
  • Gender:Male
  • Location:Manchester
  • Interests:Married to Michelle, Father of three boys (Oliver, Jacob and Louis). I enjoy cycling, walking and travelling, watching sport, especially football and Manchester United. Oh and I love food and beer and wine.

Posted 24 June 2015 - 07:30 AM

If you are confident in your results then stand by them and tell the customer (politely) what you have found...

 

Regards,

Simon


Get FREE bitesize education with IFSQN webinar recordings.
 
Download this handy excel for desktop access to over 180 Food Safety Friday's webinar recordings.
https://www.ifsqn.com/fsf/Free%20Food%20Safety%20Videos.xlsx
 
Check out IFSQN’s extensive library of FREE food safety videos
https://www.ifsqn.com/food_safety_videos.html

Setanta

    Grade - FIFSQN

  • IFSQN Fellow
  • 1,608 posts
  • 371 thanks
389
Excellent

  • United States
    United States
  • Gender:Female
  • Interests:Reading: historical fiction, fantasy, Sci-Fi
    Movies
    Gardening
    Birding

Posted 24 June 2015 - 12:01 PM

In addition to what Simon has says, perhaps ask for the sample that they had, so you can test and compare. Do they have the specific test results for you?


-Setanta         

 

 

 

Back to Customer Complaints & Customer Relations

Share this

0 user(s) are reading this topic

0 members, 0 guests, 0 anonymous users

  1. International Food Safety and Quality Network
  2. → Food Safety Topics
  3. → Customer Complaints & Customer Relations