How to Handle an Accident /Incident
Accidents may happen. It is important that every member of the team knows how to handle them:
- Always be cordial, concerned and accommodating.
- Always treat the person as a valued customer.
- Do not argue or disagree with the customer.
- Diffuse the situation as quickly as possible.
- Never make statements accepting or placing fault or responsibility.
- Ask injured person what happened, where and when. Get all relevant facts.
For Any Injury
- Always offer to obtain first aid or call an ambulance, if necessary.
- Ask the customer to accompany you to a more private area, if possible.
- Fill out an accident/incident report.
- Obtain the names of witnesses no matter how trivial the accident may seem at first.
In addition, for the following common types of accidents/incidents, please observe these instructions for Customer Incidents or Injuries:
For slips, trips, and falls, describe in detail what caused the customer to fall including floor surfaces, conditions and contributing factors.
- Take photos of the scene or save video security tape.
- Have witnesses write down what they observed.
- Let your agent know if anyone else may be responsible (maintenance, landlord, tenant etc.).
For a Food Incident or Claim
- Distinguish between foreign-object claims and alleged food poisoning.
- Immediately segregate food and ingredients used and if possible, the customer’s meal
- Immediately track the history of the food and ingredients.
- Ideally freeze, refrigerate, or store any food from the meal in the event that analysis is needed.
- Identify any food suppliers that may be involved.
- Do not take any complaint lightly.
Additional Actions
- Take steps to prevent further injuries or similar injuries from occurring when applicable.
- Document preventative actions taken and date corrective actions were completed.
- Discuss preventative actions at Safety Meetings to help prevent similar incidents in the future.
This information is intended only is offered solely as a guide to assist management in its responsibility of providing a safer working environment. This information is not intended to cover all possible hazardous conditions or unsafe acts that may exist. Other unsafe acts or hazardous conditions should also be noted and corrective action taken.
