Module 11: Communication

http://abcnews.go.com/US/colorado-dairy-queen-serves-shakes-tainted-chemical-cleaner/story?id=25112562

DISCUSSION Customer complaints whether minor or significant are a major concern for everyone in food service, including managers and staff.

Learning Objectives Identify sources of physical and chemical contamination Describe threats of deliberate contamination Discuss other types of toxins and the risks associated with these Respond to customer inquiries and complaints

Chemical Contamination Cleaning products, sanitizers, polishes, lubricants and pesticides Proper storage: Away from food, utensils, and equipment Separate storage area in original containers Label properly if transferred to another container Careful use during operating hours Consider using conveniently located staging areas Safety Data Sheets At a dairy processing plant, a consultant put their hand on the wall and notice there were ants crawling up his arm. He told the manager, who called over the pest control specialist. The ants were sprayed. When the guest looked at the container, one side was labeled with the pesticide label, the other side had a label for butter-pecan flavoring. This could go wrong in 2 ways, spraying the wall with a sugar solution or adding a pesticide to the ice cream.

Physical Contamination Foreign objects accidentally introduced into the food Glass, metal from surfaces and utensils, packaging material, rubber gloves, bandages, finger nails… Naturally occurring objects Bone, shells, dirt and rocks Can cause physical injury or cross contamination

http://www. localberkshire. co http://www.localberkshire.co.uk/news/roundup/articles/2014/05/21/100435-owners-of-takeaway-in-oxford-road-reading-fined-1400-each-after-children-choked-on-cling-film-in-pizza-/

Other Types of Contamination Naturally Occurring Toxins – Some food can contain toxins that can make people sick Ex. fish, shellfish, and mushrooms.

Naturally Occurring Toxins Fish Toxins - Produced by fish: Puffer fish, moray eels, freshwater minnows Produced by microbes in fish Histamine/Scromboid toxin – from temperature abuse Ciguatoxin – from algae, accumulates in warm water fish Shellfish (filter feeders) toxins (ASP, DSP, NSP, and PSP)

Naturally Occurring Toxins Amnesic Shellfish Poisoning (ASP) – confusion, memory loss, disorientation Diarrheic Shellfish Poisoning (DSP) – chills, nausea, vomiting, cramps, diarrhea Neurotoxic Shellfish Poisoning (NSP) – tingling and numbness lips, tongue, throat, reversal hot/cold sensations Paralytic Shellfish Poisoning (PSP) –tingling and numbness

Mycotoxin - toxin produced by molds on grains, nuts, and dried fruits Toxin is not destroyed by heat. http://barfblog.com/2014/04/death-cap-mushrooms-not-from-australian-woolworths/

Deliberate Contamination Food Defense is the prevention of intention contamination of food Maybe you recall: http://www.nytimes.com/2009/04/16/business/media/16dominos.html?_r=0

http://www. mercurynews http://www.mercurynews.com/bay-area-living/ci_25307290/florida-family-gets-sick-after-eating-lsd-laced#

Addressing Food Defense Be Observant!

How Can We Control These Risks? Hazard Analysis Critical Control Points (HACCP) is a proactive food safety management system for the analysis and control of biological, chemical, and physical hazards from raw material production, procurement and handling, to manufacturing, distribution, and consumption of the finished product. Not mandatory, but laws are the minimum…

Hazard Analysis Critical Control Points Many food service operations choose to use this system to minimize risk of contamination. Steps Ex. Hamburger 1 Identify hazards E. coli 2 Determine critical control points Cooking Temp. 3 Set critical limits 155oF for 15 sec. 4 Establish monitoring procedures Temp every batch 5 Set corrective actions Heat longer 6 Record keeping and documentation Prove it! 7 Establish verification procedures Check its done Food Code: “After December 18, 1997, all processors of fish are required by 21 CFR 123 to have conducted a hazard analysis of their operation, identify each hazard that is reasonably likely to occur, and implement a HACCP plan to control each identified hazard. Retailers should assure that their seafood suppliers have complied with this requirement. Hazards known to be associated with specific fish species are discussed in the FDA Fish and Fishery Products Hazards and Controls Guide, available from the FDA Office of Seafood. Species-related hazards include pathogens, parasites, natural toxins, histamine, chemicals, and drugs.“ “Recreationally caught fish received for sale or service may be approved by the regulatory authority.“

Customer Complaints Complaints can be complicated What really happened? Who is right? Is anyone right? What is the appropriate response? Every situation will be different Be prepared to address issues Have staff prepared to address issues

Managers and Customers Are you prepared to handle: Questions about quality Questions about food sources, storage, preparation, ingredients Quality complaints Illness/injury complaints Illness and injury are much more serious. Make sure to get contact information, what they ate, symptoms and if they saw a doctor, what day they ate there.

Servers and Customers Your staff may be the first contacted by customers Keep your staffed informed with information commonly asked for by customers Be receptive to questions and complaints. Avoid confrontation or arguments. “I don’t know but I’ll find out” is a great answer… make sure they know where to go for the answer.

Preparing for Crisis Identify Key Contacts Assess Potential Problems Identify Audiences Communication Material

Identify Key Contacts Who Within your business Owners, managers, employees County Public Health Inspector and county leadership Emergency services Suppliers – make sure its good What Contact information Establish relationships Understand expectations in crisis situations

Assess Potential Problems What potential events do you want to have a plan in place for? A few examples: Sick worker (Hepatitis A) Customer illness or injury Served product subject to recall Customer complaint

Identify Audiences Who should you contact in case of a problem? Within your business Public health and health care officials Emergency services Media

Communication Material Share information so people can make appropriate decisions Establish trust and build credibility How you communicate depends on the audience. Use simple language Explain the issue and risks Take on responsibility where appropriate Describe any action you deem in necessary for that audience

What do you try to keep in mind when receiving a customers complaint? What’s Your View? What do you try to keep in mind when receiving a customers complaint?

How Could It Have Been Prevented What was the hazard at the DQ shake? How could it have been prevented?

Activity Identify the hazards

Activity One of your food service staff just received a complaint about a hair in a customer’s salad. Server: “It’s the same guy who asked if the lettuce was GAP certified and if the dressing had peanut oil. And he has a BEARD! I totally know its his own hair. I even told him so, and now he wants to talk to you.”

Activity In groups of 3-4 discuss: How do you deal with this customer? Now, discuss: What would you say to the server? How would your response change if it was a call about foodborne illness?

Quiz How many steps are involved in making a HACCP plan? 5 6 7 8 Answer: c)

Quiz How many steps are involved in making a HACCP plan? 5 6 7 8 Answer: c)

Quiz Food Defense is: The prevention of intentional contamination of food The prevention of accidental cross contamination Controlling the temperature of food to prevent growth of bacteria None of these Answer: a)

Quiz Food Defense is: The prevention of intentional contamination of food The prevention of accidental cross contamination Controlling the temperature of food to prevent growth of bacteria None of these Answer: a)

Case Study How It Happened What Went Wrong A container with chemical cleaner was left in a sink. Another employee put vanilla in the container with out cleaning it. Riley Chase ordered a vanilla shake. Tasted like chemicals

Case Study Prevention Afterword Use properly labeled containers Employee communication Communicating with customers, authorities, media

Review Chemical, physical, biological contamination Intentional contamination Customer complaints Communication