Customer complaints

Customer complaints Frequently asked questions

Customer complaints faqs are answers to questions about how to handle complaints by small business owners and entrepreneurs.

These are simple tips on how you can resolve problems flexibly, using existing resources.

The ultimate aim is to convert an angry customers to a satisfied customer – and to gain customer loyalty.

customer complaints faqs
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Handling food contamination customer complaints

How to appeal to a customer when he or she finds rodent in their product packages?

Although the question is not very clear about the type of product and package. 

It is also not clear whether the product was delivered straight from the producer to the customer or bought from a distributor or a retail store.

In any case, customers often find bugs e.g. weevils in product packages especially food such as cereal, flour, semovita, pasta etc.

The truth is that bugs in food is not life-threatening and often customers deal with it using simple methods like sieving, freezing etc.

However, a rodent or cockroach in a product package is not acceptable – it can lead to food contamination.

This is probably the reason your customer made the complaint.

These are simple steps to take to handle food contamination customer complaints:

  • Avoid being defensive but be empathetic. If you are defensive, there’s a probability the customer would be angrier and this could lead to reputation problems for your business. Your initial reaction is very critical. Don’t say you are sorry because that can be taken as an admission of guilt – and can be used against you legally. Rather, let the customer know you understand why they are upset about finding a rodent in the package.
  • Let the customer know that you’ll investigate the complaint immediately. 
  • As soon as possible make a thorough examination of your packaging, processing and storage facilities. If you have distributors, you need to also find out about their storage facilities.
  • While the investigation is ongoing, make sure you communicate with the customer by letter, email or phone. This is an example of ‘little extras’ that will go a long way. The customer will be happy that, not only are you  investigating their complaints, you made effort to call them back about it.
  • Immediately the investigation is completed, inform the customer about steps you took to resolve the problem. If you didn’t find any evidence, let the customer know.
  • If you found out where the problem lies, let the customer know about steps you’ve taken to prevent such from happening in the future. If possible and if you think the customer’s claim is probable, you can provide a replacement.