Food Safety

FORM :
https://docs.google.com/forms/d/e/1FAIpQLScgbVk9W1sGBH8uBIUofrz_yvreL_8y2keWOqfamigtvzTqBA/viewform

QUESTIONNAIRE :

May I ask if this is the first time that you are reporting this issue?
I am so sorry to hear about what happened. We take these matters very seriously. One of our Food Safety team members will reach out to you to gather more information.

Would you prefer for them to email or call you back?

Do you wish to speak to someone immediately?
I have your email address as EMAIL. Is this the email you'd like to use?

I have your phone number as NUMBER. Is this the phone number you'd like our team to reach out to?

Here at Factor, the safety and quality of our ingredients is our highest priority. You will be directed to a specialized team of food safety agents who provide dedicated support and assistance which will reach out to you within 24 hours. To better aid our investigation process, they may ask for additional information regarding your order (i.e. recipe names, pictures, delivery, and packaging information).

OR

Here at Green Chef, the safety and quality of our ingredients is our highest priority. You will be directed to a specialized team of food safety agents who provide dedicated support and assistance which will reach out to you within 24 hours. To better aid our investigation process, they may ask for additional information regarding your order (i.e. recipe names, pictures, delivery, and packaging information).

IF CUSTOMER ASKED FOR COMPENSATION

Our team needs to investigate the issue and gather more information to address this accurately. I will make sure to forward your request for compensation. You should be receiving a contact from them through (phone or email) within 24 hours.

They will be the ones providing any compensation if necessary.

Food Safety Job Aid | All Brands

https://hellofresh.shelf.io/read/ef065d68-4d33-49e5-842f-85fe277d0922?parentId=24c78b69-dc09-4204-979e-7c05be2498f3&view=gem-page&trigger=double-click&searchEventId=01GK7N6987TFF0MGTAKPFV317Y&source=shelf&component=auto-suggest

If a customer calls while experiencing physical discomfort or a medical emergency, please say :

I am sorry about your experience. Please know that we take issues like these very seriously. If this is an emergency, we recommend that you seek medical attention and contact us back at a later date so we may document your experience in detail.

If a customer calls while experiencing physical discomfort or a medical emergency, please say:

I am sorry about your experience. Please know that we take issues like these very seriously. If this is an emergency, we recommend that you seek medical attention and contact us back at a later date so we may document your experience in detail.

If a customer calls and states that they came into contact with DRY ICE and are experiencing discomfort, please say:

I am sorry about your experience. Please know that we take issues like these very seriously. If you have come into contact with dry ice and feel you have suffered injury, we recommend that you seek medical attention and contact us back at a later time so we may document your experience in detail.

Food Safety Interaction Resources | All Brands

https://hellofresh.shelf.io/read/33099c64-a3b3-41b8-aa0f-3d0855abd17c?component=auto-suggest&view=dashboard&source=shelf&DTStep=01G04NDCFEQ1X920E44NWY9XX3#first-opened-step

Allergic Reactions

What an agent should do :

Sympathize with their experience and let them know that a member of our Food Safety team will need to contact them.
As soon as you identify the interaction is a Food Safety concern, open up the Food Safety Escalation Form.
Follow the form and complete all of the necessary fields to ensure the customer is contacted successfully.
Confirm to the customer the range of time that our Food Safety team will get in contact with them (24 business hours).

Response Recommendation :

I am so sorry to hear about what happened. We take these matters very seriously. One of our Food Safety team members will reach out to you to gather more information. Would you prefer for them to email or call you back?
Follow the Food Safety Escalation Form as what you say next will depend on the customer's preferred method of communication.
If the customer is requiring immediate attention/having an issue in the moment, tell the customer :

I am sorry about your experience. Please know that we take issues like these very seriously. If this is an emergency, we recommend that you seek medical attention and contact us back at a later date so we may document your experience in detail.

Foodborne Illness (Food Poisoning)

What an agent should do :

Sympathize with their experience and let them know that a member of our Food Safety team will need to contact them.
As soon as you identify the interaction is a Food Safety concern, open up the Food Safety Escalation Form.
Follow the form and complete all of the necessary fields to ensure the customer is contacted successfully.
Confirm to the customer the range of time that our Food Safety team will get in contact with them (24 business hours).

Response Recommendation :

I am so sorry to hear about what happened. We take these matters very seriously. One of our Food Safety team members will reach out to you to gather more information. Would you prefer for them to email or call you back?
Follow the Food Safety Escalation Form as what you say next will depend on the customer's preferred method of communication.
If the customer is requiring immediate attention/having an issue in the moment, tell the customer :

I am sorry about your experience. Please know that we take issues like these very seriously. If this is an emergency, we recommend that you seek medical attention and contact us back at a later date so we may document your experience in detail.

Foreign Object, Pest Contamination

Issues With Box :

Foreign Object (or injury from foreign object)
Pest Contamination

What an agent should do :

Sympathize with their experience and let them know that a member of our Food Safety team will need to contact them.
As soon as you identify the interaction is a Food Safety concern, open up the Food Safety Escalation Form.
Follow the form and complete all of the necessary fields to ensure the customer is contacted successfully.
Confirm to the customer the range of time that our Food Safety team will get in contact with them (24 business hours).
You can encourage the customer to keep any photos regarding pests or foreign objects; the Food Safety specialist will ask the customer for these once they've contacted the customer.
If a customer is reaching out regarding a foreign object, please ask the customer to keep the foreign material until they speak to a member of the Food Safety team.

Response Recommendation :

I am so sorry to hear about what happened. We take these matters very seriously. One of our Food Safety team members will reach out to you to gather more information. Would you prefer for them to email or call you back?
Follow the Food Safety Escalation Form as what you say next will depend on the customer's preferred method of communication.
If the customer is requiring immediate attention/having an issue in the moment, tell the customer :

I am sorry about your experience. Please know that we take issues like these very seriously. If this is an emergency, we recommend that you seek medical attention and contact us back at a later date so we may document your experience in detail.

Raw/Undercooked Protein (Factor)

What an agent should do :

Sympathize with their experience and let them know that a member of our Food Safety team will need to contact them.
As soon as you identify the interaction is a Food Safety concern, open up the Food Safety Escalation Form.
Follow the form and complete all of the necessary fields to ensure the customer is contacted successfully.
Confirm to the customer the range of time that our Food Safety team will get in contact with them (24 business hours).

Response Recommendation :

I am so sorry to hear about what happened. We take these matters very seriously. One of our Food Safety team members will reach out to you to gather more information. Would you prefer for them to email or call you back?
Follow the Food Safety Escalation Form as what you say next will depend on the customer's preferred method of communication.
If the customer is requiring immediate attention/having an issue in the moment, tell the customer :

I am sorry about your experience. Please know that we take issues like these very seriously. If this is an emergency, we recommend that you seek medical attention and contact us back at a later date so we may document your experience in detail.

Injury (Dry Ice or Kitchen fire related)

What an agent should do :

Sympathize with their experience and let them know that a member of our Food Safety team will need to contact them
As soon as you identify the interaction is a Food Safety concern, open up the Food Safety Escalation Form.
Follow the form and complete all of the necessary fields to ensure the customer is contacted successfully.
Confirm to the customer the range of time that our Food Safety team will get in contact with them (24 business hours).

Response Recommendation :

I am so sorry to hear about what happened. We take these matters very seriously. One of our Food Safety team members will reach out to you to gather more information. Would you prefer for them to email or call you back?
Follow the Food Safety Escalation Form as what you say next will depend on the customer's preferred method of communication.
Medical: If the customer is requiring immediate attention/having an issue in the moment, tell the customer :

I am sorry about your experience. Please know that we take issues like these very seriously. If this is an emergency, we recommend that you seek medical attention and contact us back at a later date so we may document your experience in detail.

Dry Ice: If the customer is requiring immediate attention/having an issue in the moment, tell the customer :

I am sorry about your experience. Please know that we take issues like these very seriously. If you have come into contact with dry ice and feel you have suffered injury, we recommend that you seek medical attention and contact us back at a later time so we may document your experience in detail.