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And suddenly the customer finds all sorts of things in their food…

And suddenly the customer finds all sorts of things in their food

Events at fellow food companies can have an impact on your company.

Recalls that are strongly mediatised affect other companies’ customer complaints numbers. Consumers are influenced by current events causing them to be more alert and critical when it comes to consuming. They’re quicker to report any kind of problem and they’re keen to compare your company’s actions (or inaction!) to those of fellow companies.

On top of this, some of them are inspired by the media (copycat) to make up extraordinary stories.

The 3 tips!

Take every complaint “seriously”

Take every complaint “seriously”

However strange a complaint may be, to the consumer it’s important. Particularly the way in which a complaint is dealt with is crucial. So always investigate every complaint and treat every complaint with proper care.

Repeat guidelines on a regular basis and keep your employees alert!

Repeat guidelines on a regular basis and keep your employees alert!

Current events can make consumers more alert or quicker to complain. Once again, press the need to follow guidelines on your employees and always be aware of sensitive complaints.

Monitor permanently

Monitor permanently

Know what’s going on in your sector and with your colleagues. Permanently paying attention to and being aware of what’s happening in the field of incidents and crises in the sector increases your capability to react quickly.

 

Food Security helps its members by:

- increasing availability of consumer service outside office hours and at the weekends with a specific service. Contact us to know more

- offering the course “dialog with the consumer” to assist both employees who are in touch with the consumer and those who must collect a product from the consumer

- providing advice in the case of extraordinary or exceptionally sensitive complaints whereby our knowledge of the sector can play a decisive role

 

Don't hesitate to contact us!