Description

In the food and drink industry customer complaints are a fact of life. All reputable companies have established procedures to deal with complaints and crises. Complaints & Crisis Management provides an opportunity to share uses of good practice in order to deal with customer complaints effectively.

The day will encompass the use of 'good and bad' words, real case scenarios, role play and the drafting of letters. Crisis situations can vary in scale. It may only be a minor inconvenience and simply require the holding of stock at the factory or within distribution. Other crises can threaten public safety and the existence of your brand or company. Not every recall is a crisis and not every serious product 'issue', 'incident' or 'crisis' requires a recall. The first priority in a recall situation is to make a decision, often without all the facts, asking the questions:

• Where is the product?
• Has it been consumed or is it about to be consumed?
• Is the situation under control?
• How will the media react?

Workshop sessions and simulations will help delegates to improve their methods of handling complaints effectively. They will gain the confidence to undertake threat assessments, thus making consistent decisions to protect both the consumer and your brand or company.

This course is held at Ashtown Research Centre in Dublin, Ireland.