When a foodborne-illness complaint comes in by phone, what information should the manager calmly gather first?
a.Whether the caller wants a refund or a gift certificate to settle it right away
b.Nothing about the meal; end the call and hand the matter to the company's lawyer
c.What was eaten and when, symptoms and their onset, and contact information
d.The caller's credit card number, the receipt total, and the loyalty card number
Explanation
When taking a complaint, the manager should stay calm and record what the person ate, the date and time, the symptoms and when they began, and how to reach the person, while showing concern and not admitting fault. This information helps the operation and the health department investigate a possible outbreak. Negotiating a settlement, refusing to talk, or collecting payment details gathers nothing an investigation can actually use.
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