Recommended Communication Tools - Customer Complaints

Does anyone have a book, seminar, webiste -etc - to recommend to help teach people what to say or not say with regard to customer complaints, recalls or potentially adverse events?

Dear Cathy,

Following are few links to some websites that may help you.

Consumer Product Recall - A good practice guide
http://www.ifsqn.com...t...0&hl=recall

How to Handle Customer Complaints
http://restaurants.a...a/customers.htm

Customer Complaints and Types of Customers
http://edis.ifas.ufl.edu/HR005

Processed food & retail sale - Recalling food
http://www.nzfsa.gov...calls/index.htm

Dealing With Customer Complaints - B.L.A.S.T
http://ezinearticles...s...T&id=263054

IMO following simple guidelines will be helpful.

1- Make a simple procedure out of the material you have.
2- Fully train at least one person as "External Communicator" or Coordinator. He/She should be well versed with all the ins and outs of the procedure and should have standard communications skills.
3- Perform a mock recall/withdrawl; Record its results and make the system more effective as per findings noted down during the mock.

Regards:
Zeeshan.