Day 084 - 07 Feb 95 - Page 42


     
     1
     2   MS. STEEL:  You would not necessarily know that it had not been
     3        properly cooked, would you?  It could be either that the
     4        customer left it for a while or that the store was not
     5        quite warm enough, or that it was not cooked properly in
     6        the first place?
     7        A.  I think a customer normally makes a point if it is
     8        under-cooked, they are probably more concerned about it,
     9        but the incidents are quite small in the company.
    10
    11   Q.   But the burgers would not be checked to see whether they
    12        were under-cooked?  Do they get opened up and you do an
    13        analysis of them?
    14        A.  If a customer said a product was under-cooked, the
    15        manager would check it there and then.  There may be a
    16        simple explanation for what a customer thought was
    17        under-cooked and was not.  In a hamburger there is the
    18        veterinary stamp that is on some of the meat which is
    19        blue.  Occasionally that comes back and the customer is
    20        concerned about what that is, that it may be under-cooked
    21        or something wrong with the product, and we can explain
    22        that there and then and they are very happy with that as an
    23        explanation.
    24
    25   Q.   But if a burger was brought back because the customer said
    26        "This is not warm enough"?
    27        A.  My interpretation of that would be that for some reason
    28        from the time it had been produced to the time they started
    29        eating it the temperature had fallen and their product just
    30        needed replacing.
    31
    32   Q.   But what I am saying is, is there a set procedure where
    33        they have to take a look at the burger and examine it, or
    34        do they just throw it in the waste bin and provide a
    35        replacement?
    36        A.  If a customer said it was under-cooked then they would
    37        take that seriously and look at it.
    38
    39   Q.   Yes, but if the customer just said "This is not warm
    40        enough", what would happen then?
    41        A.  If the complaint is that the sandwich is not warm
    42        enough they would give them a hot one.
    43
    44   Q.   They would not analyse it to see whether it had been
    45        under-cooked?
    46        A.  As I said, we try to resolve the customer's complaint
    47        right there and then. If the complaint was that the
    48        sandwich was not hot enough, we would give them a hot
    49        sandwich.  If their complaint was that the sandwich was
    50        under-cooked, then we would look at that. 
    51 
    52   Q.   So you do not actually check unless the customer actually 
    53        says, "I think this is under-cooked"?
    54        A.  No, that would be true.
    55
    56   MR. MORRIS:  Do all the customer complaints that are logged in a
    57        store other than the ones that are dealt with on the spot,
    58        which presumably are not logged -- the ones dealt with on
    59        the spot are not logged, is that correct?
    60        A.  Yes.

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