How to implement an effective customer complaints system
Start Time: 11.18 AM London, 6.18 AM New York
Tony Connor, Chief Technical Advisor, IFSQN
Effective complaint management requires procedures to ensure that customer complaints are captured, recorded, investigated, responded to, complaint trends are investigated, and appropriate corrective and preventive actions are taken. Complaint levels are a key performance indicator and reflect the effectiveness of the food safety management system. Customer complaints can provide an insight into site performance and any areas that may require greater focus. In this toolbox talk we will discuss the elements of a complaint management system and how analysis of complaints can provide useful information in reducing complaints by allowing you to focus on the products and lines that are causing the highest level of complaints.