Hi,
Just sharing some issues on the topic of "Customer Complaint" which is an area commonly linked to a potential Product Recall BUT not necessary the reason for one.
Recent issues on risk assessments make this topic equally interesting. Common monitoring procedures that I use are simply Customer Complaint Information and Customer Register which records the actions taken and confirming the closing out of the same.
We know most of the time, customers do abuse products and seek out cash refunds or product replacements. Someone earlier indicated in this forum that this could be a rewarding "profession" - how true?
I also akin the anlytical information derived from the Customer Complaints to a "Metal Detector". It can serve as an indicator of potential trend that may lead to a food safety compromise or worse, a complaint that can ONLY be closed out by further assessment and investigation which MAY LEAD to a product recall.
Now then, should Customer Complaints be treated with great care and seriousness.
Is our product label short of the appropriate instructions, is there a trending towards a major loss of control, indication of faulty or incorrect packaging etc
Simon, do you wish to expand on this?
Regards
CharlesChew
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