P1 Unit 7 Complaints

Question 6 (KSAO 8)You are asked to send a memo to corporate in response to customer service complaints to your particular store? You

This was a rare day in my everyday life of being allergic to nuts and sesame seeds. Many people have heard about food allergies, but do not actually know what they are. A food allergy is when the immune system produces antibodies in defense against a substance that is actually not harmful to the body. There is no cure for food allergies yet, and the reaction can ultimately be life threatening. Dealing with an allergy is an everyday challenge that has forced me to become more aware of the food I eat. My family and I discovered my allergy at a young age, and one of the ways I manage it is by always

Every year approximately thirty thousand individuals go to the emergency room for peanut allergies and one hundred and fifty individuals die yearly because of allergic reactions to peanuts and tree nuts (Food Act). Allergies are a big concern because they can kill people. Food producers and companies make their packages with labels on the back showing what is in them. Parts that are shown are nutrition facts, amounts per serving, and ingredients. At the bottom in small letters it may contain allergy information or where it was packaged. It is not the first thing someone sees when looking at a bag of sunflower seeds with a tree nut allergy because sunflower seeds are categorized as a seed not a tree nut. The thing people don’t realize is that

If the manager receiving the complaint has been involved with trying to resolve it informally a more senior manager should deal with the formal complaint (normally the manager’s line manager).

The complaints process is available, understood and well published, and reflects established principles of good complaint handling. The process will ensure :

It is important to have access to the complaints procedure and know about it if you may need to use it so you would know how to go about making a complaint . Also all complaints should be delt with in the same way to make sure that all the individuals have the same rights and respect.

Peanuts are very commonly used in the preparation of food items. ("Peanut Allergy...The Shocking Facts - Allergies: Allergy Symptoms, Treatment, and Medications on MedicineNet.com", n.d.)

HR should clearly communicate the policy for raising a grievance (eg informal complaints, written complaints, how complaints may be escalated and estimated timescales). Explain that the organisation values it’s customers and wishes to resolve any problems that may arise. Ensure customers feel assured that their issues will be taken seriously and dealt with confidentially and encourage customers to feedback any issues before they intensify.

I assisted with the content of our Service User Guide in this pack I have devised a section which includes a piece about expectations on how complaints will be dealt with. This

Each organisation should have in place a complaints procedure. This information leaflet is in the service users care plan. Part of the role of the carer is to make the complaints procedure available for people to use. Also to assist in making complaints, either directly, by supporting them in following the procedure or indirectly by making sure that they are aware of the complaints procedure and are able to follow it.

The Manager will respond to the complaint in writing within 28 days. Accurate records of all complaints will be made and in case of serious matters the inspectors of the Registering Authority will be informed. If anyone feel that their complaint has not been resolved satisfactorily or they wish to contact the Home 's

2. Grievance: - settle informally if possible or put in writing and give to the home manager. Once this has been done an investigation will take place. Within 10 working days of receipt of the grievance a meeting will be arranged to discuss the grievance. Within 5 working days of the meeting will be called to discuss the outcome. If no happy with the outcome you are entitled to appeal. The decision of the appeal will be final.

Contact with certain fields can be fatal for some children with allergies. This means that great care has to be taken and I system must be designed to vent children from coming into contact with their allergen (for example nuts or dairy products). Where the allergy is severe, this may affect the food that can be prepared and eating in the setting as some children can have a reaction just from being near other children who are eating food containing and allergen.

Many grievances can be resolved without the involvement of third parties by correcting a misunderstanding between the employee and management, or with a simple negotiation between the employee and management. However, the grievance may involve a more difficult issue, or one or more of the parties involved may refuse to settle with a just a simple negotiation between the employee and management. Therefore the grievance form should be filled out in detail. “Grievances are usually written out at the first or second step” (Holley et al, 2008, p.420). The important part of the report is to have the complainant’s name. It should also include when the incident occurred, the chief complaint, and the resolution sought by the employee.

When you have all the details about the complaint, ask the customer how they would like it to be resolved