What would you do if a customer has an allergic reaction?

Question

Accepted Answer

I would apologize and investigate the issue thoroughly to prevent future occurrences.

Express empathy and concern for the consumer's well-being
Ask for details about the allergic reaction and any medical attention received
Collect information about the product and its ingredients
Investigate the manufacturing process and quality control measures
Take appropriate corrective actions to prevent future occurrences
Follow up with the consumer to ensure their satisfaction and address any concerns

Accepted Answer

1.Immediate Action & Empathy:

Express concern and apologize for their experience.

Advise them to seek medical attention immediately if they haven't already.

2. Gather Information:

Ask about the symptoms, time of consumption, and any pre-existing allergies.

Collect batch details, expiry date, and where the product was purchased.

3. Internal Investigation:

Notify the quality assurance team to investigate the batch for potential contamination or mislabeling.

Review ingredient labeling for compliance with food safety regulations.

4. Regulatory Compliance & Reporting:

If required, report the incident to the relevant health authorities.

Document the case for future preventive measures.

5. Preventive Measures:

Improve labeling and allergen warnings if necessary.

Conduct employee training on allergen control and handling.

6. Follow-up & Customer Satisfaction:

Keep in touch with the customer to check on their health.

Offer compensation or replacement based on company policy.

Accepted Answer

Via Root Case Analysis

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