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Help Replying to a Customer Complaint


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3 replies to this topic

#1 aps

aps

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Posted 18 January 2011 - 11:30 AM

Has any body got any response to reply back to a cooking complaint.

The complaint is about toughness on a beef roasting joint, the customer complains of following cooking guides but the meat was tough and could not cut it

Without my normal response can someone help me in replying sensibly

Please

Thanks :helpplease:



#2 GMO

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Posted 18 January 2011 - 12:30 PM

This is what I'd write (depending on whether what I've written is true of course!)

The cooking instructions are validated to ensure food safety and eating quality of the product. When these instructions have been followed under trial conditions, the meat has been found to be safe to eat and of good eating quality, however, appliances vary. Our beef is matured for xx days to ensure improve tenderness and flavour and we regularly taste panel our products. No issues were raised with this batch and this is the only complaint we have received of this nature, however we will contact the supplier to inform them of this complaint and increase our levels of taste panels to ensure there isn't a problem with eating quality. We are very sorry you were not satisfied with the quality of our product on this occasion.

Ya de ya de ya....



#3 Jomy Abraham

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Posted 18 January 2011 - 12:43 PM

Datas are not clear to give a proper feedback.

If you have a system of keeping food samples, its always better to sent the samples for micro analysis and attach the report to state that the product that you have served is safe to consume. In order to improve the customer satisfaction level, you can add the following corrective actions

1. Reset the cooking temperature of beef from .... to ....... . this will help to soften the product.
2. Conduct a training session to the Chefs to improvise the current standard
3. Remove the join portions from the product while preparing the meat.
4. Brand can be changed ( if required
5. Raw material specification is amended and included the physical requirments
6. Supplier evaluations need to be carried out ( if required)
7. Reduce the size of each portion from ...gm to ....gm

If I am wrong, please rectify me too

Regards
Jomy Abraham

Has any body got any response to reply back to a cooking complaint.

The complaint is about toughness on a beef roasting joint, the customer complains of following cooking guides but the meat was tough and could not cut it

Without my normal response can someone help me in replying sensibly

Please

Thanks :helpplease:



#4 Simon

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Posted 28 January 2011 - 07:46 PM

How did you get on with replying to this complaint Aps.


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