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  • Firstly, secure the food from the customer.
  • Ask the customer politely about his or her food intake in the last 24 hours.
  • Assist your customer as much as possible, especially if medical attention is needed.
  • Recall the food from storage and the kitchen. Stop the food from being served further.
  • Freeze all operations in the kitchen until you trace the root of the problem, and if necessary, trace back from serving to storage to nip the problem in the bud.
  • Form a crisis management team and assign a media spokesperson for all public and media-related addresses.
  • Focus on solving the problem, not minimising the damage. Many companies try to deflect the issue and make it worse instead.
  • Once the problem is identified, correct it and find a way to prevent it from re-occurring.
  • Let your media spokesperson inform the public and media about the situation and assure them that preventive measures have been taken to avoid future occurrences.
  • Perform an audit of your processes and consider if there are any stages where food safety improvements can be implemented.