Overview:This course is held at Ashtown Research Centre in Dublin, Ireland. In the food and drink industry customer complaints are a fact of life. All reputable companies have established procedures to deal with complaints and crises. Complaints & Crisis Management provides an opportunity to share uses of good practice in order to deal with customer complaints effectively. The day will encompass the use of 'good and bad' words, real case scenarios, role play and the drafting of letters. Crisis situations can vary in scale. It may only be a minor inconvenience and simply require the holding of stock at the factory or within distribution. Other crises can threaten public safety and the existence of your brand or company. Not every recall is a crisis and not every serious product 'issue', 'incident' or 'crisis' requires a recall. The first priority in a recall situation is to make a decision, often without all the facts, asking the questions: