Handling customer complaints can be a challenge for businesses, especially in the food safety industry. Learning how to deal with these situations and resolve them quickly and effectively is important for maintaining your business.
In food safety, best practices for preparation, storage and handling of food are designed to prevent food-borne illness and injury. However, even if all these practices are followed, customers will still find something to complain about.
A serious complaint, such as a customer falling ill from your products, can damage the reputation of your company and service. Bad reviews are powerful when it comes to hospitality and food safety, because other customers don’t want to risk getting sick too.
So, what can you do to manage complaints in the food safety industry?
Provide Contact Details
Always make sure that customers can contact your company easily if they wish to make a complaint. This means that you will be able to deal with it directly, rather than it escalating on social media.
Ask For Feedback
Regularly asking for customer feedback will help you to avoid receiving complaints. With this feedback, you can see what is working well and what needs improvement to keep your business running smoothly.
Listen To What Customers Are Saying
Pay attention to what you hear people say about your company, whether that’s in house or on social media. This will help you manage your customer’s perception of your business.
Respond Quickly And Politely To Complaints
When you do receive complaints, always ensure you respond quickly and in a neutral tone to your customers. Don’t leave customers waiting for a response, because that will increase their frustration. Try to offer solutions or give them a small gift to make them have a more positive experience with your business.
Ensure You Are Compliant
In the food manufacturing industry, there are strict food safety quality control processes. Ensuring you comply with these is essential in preventing customer complaints in the first place.
With an industry-specific software like Complaints Pro®, you will have all of the food safety specific features built-in.
This includes quality alerts that automatically detect complaints related to the same product batch within a specific time horizon. Additionally, the shelf life assessment module provides the process for managing sampling, testing and logging, ensuring your products are conforming to your specified expiry dates.
Resolve Complaints Efficiently
If you’re receiving numerous complaints, it can be more efficient to respond to multiple at once. With complaints software, this is simple to set up and automate.
The best way to manage customer complaints in the Food Safety Industry is with streamlined complaints management software....
At Causia®, our Complaints Pro® Food Safety Industry Pack is an integrated complaints, enquiries and non-conformance solution for the food safety industry. We can give you complete control and visibility of complaints in a single, integrated solution.
Complaints Pro® provides a quick, cost-effective, centralised workflow for the best practice management of complaints.
Talk to our team of complaints experts and book a demo of our Complaints Pro software today.
