1 reply to this topic

[Cathy]

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?

[Zeeshan]

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.