Training and Communication Strategies - protecting the allergic customer
If you make or sell food to the public, you will be aware that some customers need to avoid particular foods and that people with food allergies need to be extra careful. At least half a million people in the UK (1 in 120 people) are at risk from severe food allergy.
People with food allergies usually have some idea that they have a problem with a particular food, but may not expect a severe reaction. Anything you can do (as a food business) to encourage customers to explain what they need to avoid will enable them to have confidence in what they are eating and enjoy the experience of eating out.
Every member of your team needs some understanding of food allergy and its possible consequences.
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Customer facing staff - need to be well briefed about the types of food avoidance needs customers may have and encourage dialogue to understand allergy and food intolerance at all points from making a reservation to service.
Delivery and Storage - those with responsibility for these areas should understand their key role in controlling and monitoring key risks.
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Food allergies and allergen controls should be routinely discussed among colleagues and a system should be in place to note any issues and improvements made to reduce risks.
Key areas of focus:
Food preparation
Food service
Describing food on sale
Food supplied by you
Checklist -
points to remember
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Be prepared for the sort of questions which may be asked of you or your staff
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When a customer asks questions about the food being served encourage them to clarify exactly what they need to know and make sure that you have understood their query
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Make sure that you are aware of and communicate information about changes at any point in the food preparation or sourcing process
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Be sure you know the individual ingredients used (including in sauces or seasonings) - never guess - double check with a colleague or someone who does know
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Understand and be able to explain how the food was prepared and whether the food the customer would like to eat has come into contact with a food allergen during preparation or service, consider cross contamination
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Have suggestions of alternatives which may be appropriate for the person with a particular allergy or intolerance.