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.
    49
    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

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