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How to Analyze and Handle Customer Complaints

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Simon

    IFSQN...it's My Life

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  • United Kingdom
    United Kingdom
  • Gender:Male
  • Location:Manchester
  • Interests:Married to Michelle, Father of three boys (Oliver, Jacob and Louis). I enjoy cycling, walking and travelling, watching sport, especially football and Manchester United. Oh and I love food and beer and wine.

Posted 09 July 2021 - 04:45 PM

How to Analyze and Handle Customer Complaints
 
Took Place:
Friday, July 16, 2021
 
Presenter:
Vladimir Surčinski, Auditor and Trainer, IFSQN
 
Webinar Overview:
Customer complaints can be painful and time-consuming sometimes. Especially when you as a producer start working for the big retailers. This could be the point when you start getting from one complaint to hundreds of complaints per year. To answer these complaints you will need to find the root causes and to build fast and quality responses. In this topic we are going to present about the easiest ways to collect complaints, to analyse them and to build quality responses to them. In this webinar, you will find out how to find root causes in your production and the most effective ways to implement corrective actions in order to prevent future complaints and to have consumer and retailer confidence.
 
 

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Simon

    IFSQN...it's My Life

  • IFSQN Admin
  • 12,504 posts
  • 1316 thanks
703
Excellent

  • United Kingdom
    United Kingdom
  • Gender:Male
  • Location:Manchester
  • Interests:Married to Michelle, Father of three boys (Oliver, Jacob and Louis). I enjoy cycling, walking and travelling, watching sport, especially football and Manchester United. Oh and I love food and beer and wine.

Posted 16 July 2021 - 05:01 PM

Chat logs from today's webinar:

 

anup Anup : hi everyone
Zin Myo Swe : Hello from Thailand!
Tanja Baker : Hi from Belgrade
Rick Reyes : Good morning to all from Weiser Idaho
Md Khabir Uddin Uddin : Md Khabir Uddin - from Bio-Botanica, Inc.
anup Anup : good morning from East Coast Canada
maria ida malazarte Malazarte : hello from Philippines
Rebecca Ko Din Ko Din : Good morning from TorontoðŸ™
Andrea Little : Good Morning from Maine
Stephanie Levell : Hello
Alarice De Leon : Good day everyone!
Bonnie : Hello from Canada
Lakshmikanth G R G R : Hi good everyone .. this is Lakshmikanth from Bangalore Karnataka India
Anna Gnuechtel Gnuechtel : Good morning from Denver
jhanesse abalajon : Hello from Brunei Darussalam
Benjamin Wild : Morning from Montana
Ivan Smola : Hello from Croatia!
Alicia Stibalis Cerda Ortega : hola a todos desde México
Martine : Bonjour du Québec!
Alejandro Becerra : Hello everyone
Paulina Turcan : Good afternoon from London
Julio Cesar Ortega : hi
Stella Knight : Hi everyone
Dr FARHAT JABBAR JABBAR : DR FARHAT JABBAR INDIA GOOD EVENING TO ALL
Rick Cooper : Hello from California
Md Khabir Uddin Uddin : Good Morning
Margaret Margaret : Margaret Maiss from Calgary, Canada
Julia : Hello from Russia
Alejandro Becerra : Dallas Texas
Elena Pronenko Pronenko : Hello from Russia!
Debra Debra : Good Morning from Morro Bay California
Epril Suci : Hello to all
Ryan Wascherol : YELLO FROM CANADA
Rose KWAN : Hello!
Sartika Simamora : Hello from Indonesia
Theresa : Hello!
Violeta Gheorghe : Hello!
Rubén  Mariscal Mariscal : Hi everybody... Good morning from Celaya, Mexico
kosaraju murthy : Hi Murali From NADA Dairy SAUDI Arabia
Elaine Wu : Hi from St. Louis, Missouri, USA
Frank : Good Morning to everyone from Youngstown Ohio!
Kurt : Good afternoon from South Africa
Daisy Perpetua Aguilar - Bo : Hi I am Daisy Bo from the Philippines
Michelle Mediana : Hello from Philippines
matt lichlyter : Hello from Denver, Colorado.
Alarice De Leon : Good day!
B G Ravikumar RAVIKUMAR : Hello sir. Ravikumar India
Charmaine Hinds : Hi from Barbados
Theresa Ambatali : Good evening from Manila, Philippines
Larry Boyd : Good Morning from Martins Ferry, Ohio
Brooke : Good morning from Kansas City!
RAMEEZ : HELLO ALL..
Bess Atienza : Good morning everyone from Long Beach, CA
Maria Antonia Abenido : Good evening from the Philippines
Mastaneh Dalili Dalili : Hello, from Toronto, CA
Puvanes Ramakrisna Rao : Hi all I am Puva here from Malaysia
Perry Boulter Boulter : Ridegely, MD. Thanks for the training Fridays!
Nicholas Wells : Hello from southwestern Indiana, USA
Earle Stewart Stewart : Morning from Jamaica
Cynthia Lanao : hi from vietnam
Katarzyna : Good afternoon everyone
RAMEEZ : I AM FROM KINGDOM OF BAHRAIN
Theresa : Hello from Albuquerque NM
kayleigh : Good Morning from California, USA!
Angela Densu : Hi  from Ghana,Angie Densu
Fransisco Fransisku : Good day from Namibia
Miki Taira : Hi from NY
rhonda : Hello from Lathrop  California
alyssa j : Good morning from sunny New Mexico, USA
Ulysses Ardiente : Hi Everyone
Nasrin Mohammad pour : Hello, Nasrin from Toronto
Katherine Fuentes : Hello from Bolivia! Thank you as always for the useful information!
eghi ANUGRAH I : Good evening from Indonesia
Stefani Youngquist : Good morning from Wisconsin!
Elna I Mosqueda : hello there! from Philippines! ;)
Ganesh Shinde Shinde : Good evening from 🇮🇳
Sheila Rigerman : Hello from Upstate NY
Stefani Youngquist : Good morning from Wisconsin!
Brindaban Sinha : Sinha Uganda
Thuy Nguyen : Good everning from Viet Nam
Yurixsa Martinez : Happy Friday!
Albert Bacasong : Hello from the Philippines
ROYA : Hello everyone from toronto
Reynaldo Robles Jr Robles : good evening from Philippines
VICKY GARCIA : hi from Manila. Excited to learn again, this is like my Friday Date!
Rosemarie Balita : hi to all Rose from Philippines
Suman Saurabh SAURABH : Hi everyone
Yvette Liautaud : Good Morning from Chicago
GEORGE KULABA : George Kulaba Greetings from Kampala Uganda
Md Nasir Hussain Hussain : Hello everyone
Suman Saurabh SAURABH : Hi I am Suman Saurabh from India
Vivette Gooden Gooden : Peace, love and safety from Jamaica W.I.
Roy Bahala : Hi from Philippines.
Teresa Maghanoy : Good evening, from the Philippines
Sampe Ganesh Kamath : Good Evening Everyone
CHINNAN : Hi everyone
Christopher Ciarcia : Good morning from Massachusetts
David Nguyen : Hi everyone
Muhammad Zahir Ghori Ghori : Hi This is M. Z. Ghori
Shahid Iqbal : Shahid from London
Kim Brown Brown : Good morning from Chicago
Nadia Williams-Rainford : Good Morning from Jamaica
Alexander Doyle : Good morning from the sunshine state!
Carolyn Collymore : Good morning from Barbados
mohammad Amin Hanifpour Hanif pour : Good Morning , Amin from Toronto
Fazl Deljoo : Hi everyone, Fazl from Toronto
Yanina Makar-Kuzinska : Happy Friday everyone! Yanina from Manitoba is happy to join you
Chishak Jonathan CHISHAK : Jonathan Chishak from Nigeria
Sergio Natal Natal : From MOZAMBIQUE HELLO EVERYBODY
Vinodh B B : Hi good evening to everyone!!!!
Bebe Elie Nestor : good day, hre Bebe from Burkiana Faso
Joyce Schlachter : 3
Benjamin Wild : 6
Vinodh B B : 05 complaints
Bill Brochin : 8
Sheila Rigerman : 24
Debbie-Ann Kennedy Edwards-Kennedy : 2
Earle Stewart Stewart : 15
Ryan Wascherol : 8
aileen McDonald : 1
alyssa j : < 10
Josiah Boulee : 1
David Nguyen : many
Shahid Iqbal : 4.5 CPMU
Larry Boyd : 15
Coreen PHILLIP : 10
Margaret Margaret : 650
Andrea Little : 16
Stephanie Levell : 8
Perry Boulter Boulter : 17 per 2.2 millions lbs shipped
Frank : 12
Yvette Liautaud : 78
Geri : 12
Ron Franklin : 18
Benjamin Wild : 6
David Nguyen : maybe more than 15
Rick Reyes : 26
Debbie-Ann Kennedy Edwards-Kennedy : Good morning All, Debbie-Ann from Jamaica
Stefani Youngquist : 71
Fransisco Fransisku : 32
Debra Debra : 10+
Katherine Fuentes : About 5
Ivan Smola : 15-20
Iswara : 4 ppm
Rebecca Ko Din Ko Din : 2020-none re-food safety
Jesse Mendock : 400
Susan : 150
Julia : 179
Frances O'Donovan : 85
Puvanes Ramakrisna Rao : 91
Loretta : 17
Md Khabir Uddin Uddin : 20
B G Ravikumar RAVIKUMAR : 2
Chishak Jonathan CHISHAK : 10
Alejandro Becerra : Oct-20
Vinodh B B : 0 Food safety related complaints
Justin : Hi all, Justin. joining from Rwanda
Margaret Margaret : we did not have any food safety related complaints, just quality.Our complaints are returns
FREDESWINDA P. JUSTOL : Hi! This Winda from Busco
Bernardo : Complaints also depend on weather and time of the year for some industries
Humma s : Hi , I'm from Indonesia
Humma s : hi
Charles Matongo : Charles from Zambia. I always enjoy your webinar
Sergio Natal Natal : WHO is working with roasted cashews here please contact me snatal01@gmail.com
Albert Bacasong : 5
A R : How we can use the complaints calculation for supplier performance evaluation system?
Geri : 0 food related. 12 were shipping complaints
osama Kamal : hello to everyone
Fransisco Fransisku : Is it necessary to log non- food safety complaints with food safety related complaints?
Joyce Cilliers : great topic thank you
Mohamed Ramadan : Hello
Vinodh B B : Is there is any specific approach is required to handle local and international customers? Kindly share your comments?
David Bigirwa : Hello From Bighopes  Midway winery
Humma s : can we get the document presentation after the webinar?
Muhammad Abdullah Shahid : Hi everyone good wishes from Pakistan
Joyce Cilliers : Non food safety complaints - is this also to be recorded as a customer complaint ?
Dalip Chhatwal : Good evening dalip Kumar Chhatwal,head of Quality
Vinodh B B : Whether we need to have separate team in our organization to deal with customer complaint?
Chishak Jonathan CHISHAK : THE 10 RECORDED IN MY COMPANY LAST YEAR WAS NOT FOOD SAFETY RELATED
Anika Rahman Anika : I dont agree that social media should be considered as a source of any official complaint. Anyone can complain about anything to gain traction online even if they are incorrect/uncolloborated. But what I want to know is whether private erifying bodies or government bodies consider those as official means of registering and identifying complaints as well
Vinodh B B : Whether we need to have separate team in our organization to deal with customer complaint?
Vinodh B B : Is there is any specific approach is required to handle local and international customers? Kindly share your comments?
Mohan Maidargi Maidargi : Hi Good Evening From Bangalore
Vinodh B B : Whether we can conduct annual customer satisfactions survey to get positive and negative feed back from our current customers?
Justin : How to Spot and Stop Brand Sabotage caused by the consumer? Some of the customer complaint are linked  consumer brand sabotage
JOY MIMIKO Mimiko : This is Joy from  United States .Hello everyone
Halyna Sienohonova : Hello from Kyiv !
Vinodh B B : Can we get separate certification for our organization as per ISO 10002?
David Nguyen : could you pls share this ISO for everyone
Dalip Chhatwal : Customer satisfaction is customer delight
Abd El-Rahman El-Garhy : Vinodh B B
Vinodh B B : Can we integrate ISO 10002 system with our FSSC 22000 (or) other Certification including ISO 22000,
Abd El-Rahman El-Garhy : It's guidelines.  Vinodh B B
Vinodh B B : What will be the key role of top management on reducing negative customer complaints? If so how they can contribute to improve customer delight?
Dalip Chhatwal : There is a clause in iso 9002 for attending customer complaint for non conformity
Rohit Ojha : How Food fraud has to be addressed as customer complaints?
Chandra Mohan Harbola Harbola : great topic on customer complaints
Muhammad Jahanzaib : If label is missing on the product, will this consider as safety or packaging issue?
Chandra Mohan Harbola Harbola : authenticity of complaints how to check
alyssa j : undeclared allergen with no label
A R : How we can use the complaints calculation analysis for supplier performance evaluation system ?
Vinodh B B : Whe organizationther we can appoint third party team on behalf ofto investigate the customer complaints especially related to food safety
Muhammad Jahanzaib : Thank you.
Vinodh B B : Whether organization can appoint third party team on behalf of organization to investigate the customer complaints especially related to food safety & food fraud?
Mohan Maidargi Maidargi : Whether we need to educate our customer how to handle our products, what should be the storage condition etc. Some times Customer are raising complaints happened during transit & during processing. How to address such complaints?
mohammad Amin Hanifpour Hanif pour : in case of missing labeling would be food safety problem
Yosef Rosen : How does one set up an appropriate timetable for responding to complaints and investigating production? Basically, how fast should we be reacting?
Lalitkumar Bhosale : If same complaint same reason complaints comes from same customers then what to do
Vinodh B B : Sometimes regulatory body will involve with us on customer complaint investigation? How can we handle such situations on organization point of view?
Dalip Chhatwal : What should be the period for closing complaints
Margaret Margaret : margaret,
Julia : How to know the validity of the complaint, if we denied the complaint, the customer sure will unhappy.
Margaret Margaret : our complaints are customer return.They return the product for quality reason.I work for fresh fruit and vegetables industry
Lalitkumar Bhosale : Same customers complaints same complaints after taken corrective action on it
Vinodh B B : Whether customer complaints management system can be applicable & implemented for both internal & external customers?
Vinodh B B : How can we fix the frequency for acknowledge, addressing, investigation & communicating CAPA to customers?
Dalip Chhatwal : In India there is the consumer court for lodging complaint serately what does ISO 10002 Say
Yvette Liautaud : Is there any guidance for when a customer will not send a foreign material back to you when they claim it is was in your product?
Vinodh B B : How can we handle the customer complaints from multiple countries operations with different language & culture? Any model (or) guidance is available for handling such scenarios?
Viviana Delgado : what do you suggest for complaints where you don't find any reason why (after the traceability process) the product had the mentioned damages? what we should answer to the client?
Dalang Mashash : Is it possible to have the material for this training send to us?
Vinodh B B : Whether training is very crucial for customer complaint handling team & staff? If so What type training can be recommended to customer care staffs?
Dalip Chhatwal : In case it is proving the complaint than ISO is scrapped
Halyna Sienohonova : Thank you!
Dalip Chhatwal : Is there any clause for improment for non confirmity
Hafiz Razale : Is preventive still been using for this customer analysis?
Rohit Ojha : Thanks for nice explanation!  One of the best!!
Muhammad Altaf Altaf : Excellent lecture, Thank you so much
Solveiga Gintere : Thank you. Useful webinar. Greetings from Europe, Latvia
Rohit Ojha : ðŸ‘
B G Ravikumar RAVIKUMAR : What D denotes in *D
A R : How can we use the complaints calculation analysis for the supplier performance evaluation system and comparison mean?
Puvanes Ramakrisna Rao : how if the customer is not happy with our reply
Suman Saurabh SAURABH : Dimensions
Mohan Maidargi Maidargi : 8  dimensons
Lalitkumar Bhosale : If corrective action take then no any complaints the this corrective action is Prventive action
Chishak Jonathan CHISHAK : In a competitive market where struggles for business survival is the order of the day, there is tendency that plans will be on the way to pull otherbusiness down through fake customers complaints, how can such be handled?
A R : thank you
B G Ravikumar RAVIKUMAR : Thank you very much. The presentation and subject are good
TD Doan : do we take consumer complaints as serious as customer complaint ?s
Bess Atienza : That's very true too
Adesuyan Abayomi : Is there a possibility of Corrective action and Preventive action being same while addressing a complaint?
Chishak Jonathan CHISHAK : what is the relationship between 8D approach  and Root Cause Analysis  in handling customers analysis?
Muhammad Altaf Altaf : How broadly you classify the risk and types of food safety complaints ?
Violeta Gheorghe : Thank you for the presentation! Very well explained!
David Bigirwa : Thanks Simon and Vladimir. Very good training
Yvette Liautaud : Great presentation, defined the steps clearly.
Vinodh B B : Whether organization can appoint third party team on behalf of them to investigate the customer complaints especially related to food safety & food fraud?
Bess Atienza : There are some very honest consumers who complained about finding glass in the product and later admitted it came from their glass bowl where they prepared the product.
Vinodh B B : How can we handle customer complaints with organization involved in multiple country operation with language & culture challenge? Please share your suggestion?
Mohan Maidargi Maidargi : 8 Disciplines Problem Solving
vanessa chiriaco : how should a complaint be handled when you cannot confirm if an Foreign object came from your process or not
Sampe Ganesh Kamath : I Wish Everyone Happy Weekend
Anna Gnuechtel Gnuechtel : Corrective action is to put out the fire and preventative action is to remove the matches
Vinodh B B : How can we handle the customer complaints related to local & export market? If so any specific approach is required to handle such scenarios/
Tolani Dada Dada : whats the difference between customer complains and consumer complaints
Perry Boulter Boulter : Our motto, your customers are our customers
Vinodh B B : Whether customer complaint handling team is required in the organization to deal with customer complaints? Please clarify the same?
Vinodh B B : Whether  we can integrate ISO 10002 with other certification schemes such as ISO 9001, ISO 22000 & FSSC 22000 to obtain certification?
VICKY GARCIA : when you talk to the customer complaining about the product, do you apologize or not? or just try to give them the process how the efforts of improving the process  and provide quality product?
Brent Kirschner : this call is going late..i have to run to another meeting...thanks for the presentation
alyssa j : keeping good records of chemicals, ingredients and utensils will only help to substantiate that the foreign material did not originate from your facility
Shahid Iqbal : what to do foreign body complaints which material is not part of manufacturing???
Vinodh B B : How can we address and handle the customer complaints from our internal customers? Whether any attention is required by top management to handle it?
Achillis : On classification of complaints, when you have leaking sachet products, complainants report of insects in the product. This happens because the products leak. Will you consider this a food safety or quality complaint.
Shahid Iqbal : TACCP??? coins, pins, ????
Shahid Iqbal : staple pins, TACCP???
Vinodh B B : How can we fix the frequency & timeline for customer complaint to acknowledge, address, investigate and communicate CAPA to customer? Any guidelines is available for reference purpose?
Tran Thi Huyen Trang Thi Huyen Trang : Do we analyze the impacts of the complaint such    as total quantity, brand impact, loss,…
Rebecca Ko Din Ko Din : Thank you Simon and Vladimir. Have a wonderful weekend and stay well. good webinar!
Bess Atienza : Thank you.  Very good webinar.
Chandra Mohan Harbola Harbola : pl. give some examples of vaccp and taccp complaints
Anna Gnuechtel Gnuechtel : Agree!!
Henry Aung : How do you suggest to handle the complaint of food authenticity? For instance, the authenticity of bird's nest drink.?
Julia : Compensation for "defective" product is it recommended or it's a way to generate fake complaints?
Vinodh B B : How can we address and handle the customer complaints from our internal customers? Whether any attention is required by top management to handle it?
Justin : How to Spot and Stop Brand Sabotage caused by the consumer? Some of the customer complaint are linked consumer brand sabotage
Susana Santos : ThanK you, interesting webinar!
Muhammad Altaf Altaf : Thanks again, very informative and dedicated webinar, great efforts by trainer and organizer.
Tanja Baker : Thank you for a great topic. Lovely weekend to all !
Geri : Geri Taylor
Dr FARHAT JABBAR JABBAR : HOW CAN ADD MY NAME
Puvanes Ramakrisna Rao : thank you so much
Alexander Doyle : Thank you for your time!
Anna Gnuechtel Gnuechtel : Thank you
Solveiga Gintere : See you soooon
Rose KWAN : Thank you!!!
aileen McDonald : thank you
Henry Aung : Thank you all so much.
VICKY GARCIA : thank you very much, you are great!!!
Tran Thi Huyen Trang Thi Huyen Trang : Thank you all
Julia : Thank you for sharing your experience!
Thuy Nguyen : Thank you
Leslie Guiza : thank you!
Debra Debra : Thank you SO much.  Have a wonderful weekend.  LOVE LOVE all the info..
Frank : this was great!  thank you!
Paulo Zantua Zantua : Thanks
Shahid Iqbal : thank you Vladimir
Nasir Hameed : best presenter, our fav , :)
Theresa : Thank you for your time
Earle Stewart Stewart : Bye all

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Get FREE bitesize education with IFSQN webinar recordings.
 
Download this handy excel for desktop access to over 140 Food Safety Friday's webinar recordings.
https://www.ifsqn.com/fsf/Free%20Food%20Safety%20Videos.xlsx

 
Check out IFSQN’s extensive library of FREE food safety videos
https://www.ifsqn.com/food_safety_videos.html

 

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