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
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. Negotiating a settlement, refusing to talk, or collecting payment details gathers nothing an investigation can actually use.
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同考点相关题目
- In a HACCP-based system, what best defines a critical control point (CCP)?
- Which task is a core duty of the person in charge (PIC) during operating hours?
- A line cook tells the manager he was diagnosed with an E. coli (STEC) infection. What must the manager do?
- During an inspection the inspector asks the person in charge to describe the relationship between the microbe and the food for a specific dish. What is this checking?
- A food safety management system built on active managerial control should focus on controlling which of the following?
- Why is record-keeping (HACCP Principle 7) essential even when everything appears to be running smoothly?
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