EFFECTIVE HANDLING OF CUSTOMER COMPLAINT
EFFECTIVE HANDLING OF CUSTOMER COMPLAINT AT ENGLISH HOTBREADS (SEL) SDN BHD
On 25 June 2026, English Hotbreads (Sel) Sdn Bhd participated in the Effective Handling of Customer Complaint Training conducted by Puan Amirah Emran from PHEIO Management Sdn Bhd.
The training session was designed to strengthen participants’ understanding of effective customer complaint management as part of food safety and quality assurance systems. Key topics covered included complaint identification and classification, investigation procedures, root cause analysis, corrective and preventive actions, documentation requirements, and effective communication with customers.
Participants actively engaged in discussions and practical case studies, gaining valuable insights into handling complaints systematically and turning feedback into opportunities for continuous improvement. The session also emphasized the importance of timely response, traceability, and maintaining customer trust through consistent product quality and service excellence.
The active participation and commitment demonstrated throughout the training reflected English Hotbreads (Sel) Sdn Bhd’s dedication to enhancing customer satisfaction and continuously improving its food safety and quality management systems.
#CustomerComplaint #FoodSafety #QualityManagement #ContinuousImprovement #CustomerSatisfaction #PHEIOManagement
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
