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How to implement an effective customer complaints system

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Posted 06 September 2019 - 05:39 PM

File Name: How to implement an effective customer complaints system

File Submitter: Simon

File Submitted: 06 Sep 2019

File Category: Food Safety Live 2019

Presentation slides and certificate of attendance for the session delivered at Food Safety Live 2019 by 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.
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