管理与 HACCP第 269 / 320 题
When a foodborne-illness complaint comes in by phone, what information should the manager calmly gather first?
a.Only whether the caller wants a refund
b.Nothing; hang up and call a lawyer
c.What was eaten and when, symptoms and their onset, and contact information
d.The caller's credit card number
解析
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. Asking for payment details or hanging up would be inappropriate and unhelpful.
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