As food manufacturers, your ultimate goal is to produce safe food for your customers. In other words, you do everything in your power to avoid complaints and crises, like recalls.

Planning, practicing and ensuring that your organization's key players know what actions to take once an incident occurs is the best way to be prepared. 

Through 60 minutes of course content, including practical tools and exercises, this online course looks at different types of incidents and, specifically, how to approach customer complaints.

This course includes a printable certificate as a Record of Training Completion.

Want to Learn More?

Click the button below to download a copy of the full Training Information Sheet.

Course Details

Is This Training for Me?

This course is for anyone who develops or manages food safety programs in a facility. It is especially beneficial for Quality Managers, and other Department Managers!

What’s Included?

  • Short exercises.
  • Practical examples.
  • Case studies.
  • Training certificate.

Topics Covered

Customer Complaints:

  • Outlining Incidents
  • Receiving Complaints
  • Handling Complaints
  • Knowledge Check

Crisis Management:

  • Being Prepared
  • Recalls
  • The Procedure
  • The Plan

After This Training You Will Be Able To:

  • Identify types of complaints and crises
  • Explain what to do and what not to do when receiving a complaint
  • Implement steps for handling both low-risk and high-risk complaints
  • Recognize known potential dangers
  • Understand how to be prepared for a crisis
  • Identify the three classes of recalls
  • Implement steps for handling recall, including escalation and communication
  • Recognize the ten basic components of a recall plan
  • Execute crisis drills and mock recalls.

Technical Requirements

To access our online training, you will need:

  • Email account (must be individual)
  • Desktop, laptop, tablet, or mobile device 

Your device will need to have the following capabilities:

  • Video/audio output
  • High-speed internet connection (minimum speed of 5Mbps recommended)
  • The latest version of one of the following browsers: Google Chrome, Firefox, Safari, Microsoft Edge