Day 161 - 24 Jul 95 - Page 49
1
2 Q. All these complaints are recorded, are they?
3 A. If it is sorted there and then it would not be
4 recorded. I have not recorded them in my time; if a
5 customer wants to take it further I do record it.
6
7 Q. And you record it, what, on an Incident Report Form?
8 A. That is correct.
9
10 Q. Do you keep a record at the stores you work in of IRF's
11 that are filled in?
12 A. Yes; and then I send a copy to the main office, as
13 well.
14
15 Q. Would that same procedure apply to such things as
16 complaints about undercooked burgers, or something like
17 that; would an IRF be filled in?
18 A. Yes, it would.
19
20 Q. Would an IRF always be filled in if it could be dealt with
21 there and then, someone could be given a replacement?
22 A. A customer always specifies what they want. If they
23 say -- especially if it is something serious, we record it,
24 whatever it is. But if a customer said, "I want a
25 replacement", we replace it, and explain -- if there is an
26 explanation, we explain it; and then that is the end of the
27 matter.
28
29 Q. Right.
30 A. Otherwise, we record it.
31
32 Q. So it depends on whether the customer is hopping mad
33 and -----
34
35 MR. JUSTICE BELL: What I had understood Miss Anteneh to say is
36 that if it was sorted there and then (which presumably
37 applied to undercooked burgers, as well as any other
38 complaint), it would not be recorded, but if the customer
39 wanted to take it further then Miss Anteneh would record
40 it, fill in an IRF and send it to Head Office.
41
42 THE WITNESS: That is correct, sir.
43
44 MR. JUSTICE BELL: So I have assumed from that that if someone
45 said, "My burger is undercooked", and you said, "I am
46 sorry. Here is another one", and they seemed perfectly
47 satisfied with that, you would not fill in a form?
48 A. Yes. No, I would not.
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50 MR. MORRIS: So that sort of situation would occur from time to
51 time, would it, in the stores you have worked at, that
52 someone would come back with an undercooked burger, and
53 they would not want to make a huge fuss about it, and just
54 get a replacement?
55 A. Yes. As I said earlier, it would be replaced if it is
56 undercooked or if it is not hot enough.
57
58 Q. Right. The thing about that kind of approach, in all the
59 stores you have worked in, is that the kind of standard
60 approach to complaints, that you try and deal with it there
