1. Module 11: Communication

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

4. 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

5. 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.

6. 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

7. http://www. localberkshire. co

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

9. 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)

11. 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

12. Mycotoxin - toxin produced by molds on grains, nuts, and dried fruits
Toxin is not destroyed by heat.

13. Deliberate Contamination
Food Defense is the prevention of intention contamination of food
Maybe you recall:

14. http://www. mercurynews

15. Addressing Food Defense
Be Observant!

16. 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…

17. 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.“

18. 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

19. 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.

20. 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.

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

22. 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

23. 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

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

25. 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

26. 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?

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

28. Activity
Identify the hazards

29. 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.”

30. 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?

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

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

33. 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)

34. 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)

35. 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

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

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