PHEIO Management Sdn Bhd had the pleasure of conducting a Training on Effective Handling of Customer Complaints with the dedicated team at Gardenia Bakeries (KL) Sdn. Bhd on 30th July 2025.
This session, conducted by Puan Amirah Emran, focused on strengthening participants’ skills in receiving, documenting, evaluating, and resolving customer complaints efficiently and professionally. Key highlights included root cause analysis, complaint trend analysis, corrective action planning, and practical strategies for maintaining customer trust and satisfaction over time.
💡 Responsiveness. Accountability. Continuous Improvement.
These are the hallmarks of great customer service — and the Gardenia team showed commendable dedication to delivering them every day.
The goal is to keep product safety and quality high while addressing concerns quickly. Roles must be clear, staff trained to investigate and resolve issues, and all actions properly documented. Analysing complaint trends helps spot recurring problems and root causes. With this insight, companies can act proactively and prevent repeat issues with all corrective actions matched to severity and fully recorded.
Ready to empower your team to handle feedback and turn trends into improvement? We’re here to help you build stronger customer relationships.
The service includes:
a) Consultancy
• Perform audit, Audit Reporting and Audit Summary
• Follow up on NCR corrective action
• Consultancy on continual improvement of QMS
The service includes:
a) In-House Training – max 25 pax for HRDC claim
• GMP / HACCP/ ISO 22000 Awareness as requested by company
b) Hygiene Inspection
• Hygiene Inspection Q1
• Hygiene Inspection Q2
• Hygiene Inspection Q3
• Hygiene Inspection Q4
• Document Audit
The service includes:
a) Supplier Audit
• Perform audit according to Food Safety Management System
with reporting
• FSMS Documentation audit
The service includes:
a) Consultancy
• Perform audit
• Follow up corrective action for NCR issued
• Audit summary (Audit Report & NCR Report)
The service includes:
a) Consultancy
• Plant layout assessment
• Consultation on set up of production line
The service includes:
a) In-House Training – max 25 pax for HRDC claim
• Good Manufacturing Practice (GMP) Awareness
• Hazard Analysis Critical Control Point (HACCP) Awareness
• HACCP Verification and Internal Audit
b) Consultancy
• Gap Analysis / Pre-Assessment
• Consultation on Development of Company’s Food Safety Documentation
• Implementation support
• Pre-Compliance Assessment
The service includes:
a) In-House Training – max 25 pax for HRDC claim
• Good Manufacturing Practice (GMP) Awareness
• Hazard Analysis Critical Control Point (HACCP) Awareness
• HACCP Verification and Internal Audit
b) Consultancy
• Gap Analysis / Pre-Assessment
• Consultation on Development of Company’s Food Safety Documentation
• Implementation support
• Pre-Compliance Assessment
The service includes:
a) In-House Training – max 25 pax for HRDC claim
• ISO/TS 22002-1:2009 Awareness
• ISO 22000:2018 Awareness
• ISO 22000 Internal Audit
• Food Defense and Food Fraud Prevention
• Food Allergen Management
b) Consultancy
• Gap Analysis / Pre-Assessment
• Consultation on Development of Company’s Food Safety Documentation
• Implementation support
• Pre-Compliance Assessment
The service includes:
a) In-House Training – max 25 pax for HRDC claim
• ISO/TS 22002-1:2009 Awareness
• FSSC 22000 Version 6.0 Awareness
• Food Allergen Management
• Food Safety and Quality Culture
• Food Loss and Waste
• Food Defense and Food Fraud Prevention
• FSSC 22000 Internal Audit
b) Consultancy
• Gap Analysis / Pre-Assessment
• Consultation on Development of Company’s Food Safety Documentation
• Implementation support
• Pre-Compliance Assessment
