“Develop success from failures.

Discouragement and failure are

two of the surest stepping stones
to success.”
—Dale Carnegie
LESSON 2:
RECORD
COMPLAINT

By: Nherhe P. Mehoy

Learning Identify the step on how to record
Objectives: customer complaint
Differentiate examples of complaint
Demonstrate how to record customer
complaint
“SEQUENCE OF EVENTS”
 Write Your Idea
Add a main point Add a main point
Briefly elaborate on what you want to
discuss.
Write Your Idea
Add a main point
Write Your Idea
Add a main point
Briefly elaborate on what you want to
discuss.
Why record customer complaints?
Why record customer complaints?

providing the proof you need to get your

complaint resolved, properly
documenting a complaint increases your
own credibility as well.
Example of Customer
Complaint
 Physical contamination
 Chemical contamination
 Bacterial contamination
STEP BY STEP GUIDE ON
HOW TO RECORD
CUSTOMER COMPLAINT
1. Each time a complaint is received the record sheet should be

fully completed.

2. Record the complaint details. The name and address of the

complaint may become important so make sure you note

them down whenever possible.

3. The “Nature of complaint” box should be used to record the

reason for the complaint.

4. Next write down the food details, if you have not produced the

food yourself note information given on the packaging,

including any names and addresses, sell by or best before dates

and any manufacturer codes.

5. Note what action was taken as a result of the complaint.

6. Regularly review the complaint records to see if there are any

recurring themes. Examples could include several complaints

about foods you receive from a particular supplier or cooked by

a particular chef.
 All complaints must be
prioritized as follows:
• Priority 1- urgent, potential high impact. This
requires response within 3 working days.
• Priority 2- non-urgent, lower business impact.
This requires response to the customer within 2
working weeks.
GROUP ACTIVITY

Make three groups and make your own Customer Complaint

Record.

*The most silent and fastest group will have a additional

points*
QUIZ
IDENTIFICATION:
Quiz
Identify whether the following words/terms given below, belong to Physical, Chemical or

Bacterial contamination.

1. Glass

2. Pesticides

3. Cleaning agents

4. Pests

5. Food poisoning
 Assignment:
Direction: Illustrate the customer Complaint Record and supply the necessary
data on the blank spaces.