Food Borne Illness Food Borne Illness 食物中毒处理食物中毒处理食物中毒食物中毒??食物中毒是因食物中毒是因食用中毒食品食用中毒食品引起的一类疾病,也引起的一类疾病,也称食源性疾病称食源性疾病??大多数大多数食物中毒由各种食物中毒由各种致病的细菌、病毒和寄生致病的细菌、病毒和寄生虫虫(即生物性危害)引起, (即生物性危害)引起, 少数少数由食品中的各种由食品中的各种有毒物及有害化学物质有毒物及有害化学物质(即化学性危害)引起(即化学性危害)引起如何处理食源性疾病投诉? 如何处理食源性疾病投诉? ??第一个第一个接到客人投诉电话的员工: 接到客人投诉电话的员工: 报告上级报告上级表达关怀表达关怀询问讯息询问讯息完成表格完成表格表达关怀表达关怀 Mr/Ms XX, I Mr/Ms XX, I ’’m m sorry sorry to learn of your allergy/upset stomach. to learn of your allergy/upset stomach. XX XX先生先生/ /女士,很抱歉得知你身体不适。女士,很抱歉得知你身体不适。 How are you feeling now? How are you feeling now? 你现时感觉好一点吗? 你现时感觉好一点吗? 询问讯息询问讯息 As we take hygiene and food safety very seriously, I hope you As we take hygiene and food safety very seriously, I hope you can assist us. can assist us. Is this Is this convenient convenient time for you to talk? time for you to talk? 我们非常重视食品卫生安全,如果方便的话,希望您能帮助我们。我们非常重视食品卫生安全,如果方便的话,希望您能帮助我们。 If not: is there a convenient time I can call you back? If not: is there a convenient time I can call you back? 如客人当时不便:您什么时候方便,我再与您联系如客人当时不便:您什么时候方便,我再与您联系相关讯息相关讯息 Diarrhea Diarrhea 腹腹泻泻 Vomiting Vomiting 呕呕吐吐 Headache Headache 头疼头疼 Stomachache Stomachache 肚子疼肚子疼 Fever Fever 发烧发烧 Nausea Nausea 恶心恶心 Others (Please specify) Others (Please specify) 其它其它 I understand you dined with us last night. I understand you dined with us last night. 我明白你昨晚在本酒店用餐。我明白你昨晚在本酒店用餐。 What What symptoms symptoms do you have? do you have? 你现时有什么症状? 你现时有什么症状? 相关讯息相关讯息 Date of Symptoms began: Date of Symptoms began: 症状开始日期症状开始日期 Time: Time: 时间时间 When did they When did they begin begin ? ?症状什么时候开始的? 症状什么时候开始的? Do you Do you still still have these symptoms now? If yes, leave it blank. have these symptoms now? If yes, leave it blank. If no: When did the symptoms If no: When did the symptoms cease cease ? ? 现在还有没有此症状?如有,不用填写下列项目; 现在还有没有此症状?如有,不用填写下列项目; 如没有,什么时候症状停止的? 如没有,什么时候症状停止的? Date of Symptoms ended: Date of Symptoms ended: 症状停止日期症状停止日期 Time: Time: 时间时间相关讯息相关讯息 Was Medical Attention receiv
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