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What to Do During a Foodborne Illness Outbreak Discontinue operations. Do not discard any food. Notify the local regulatory authority. Comply with investigations. When approval is granted, resume operations.
Listen Actively: Maintain eye contact, nod in acknowledgment, and show empathy. Make the customer feel heard and understood. Whether its a complaint about a wrong order, a delay in service, or a problem with the food, your first response should be, Im sorry to hear that. Lets resolve this.
When two or more people get sick from eating the same contaminated food, this is called a foodborne outbreak.
If you suspect you became ill from food consumed at a restaurant, contact the Florida Department of Business and Professional Regulation at (850) 487-1395.
First, a restaurant should treat all customers with respect, whether the restaurant believes the claim to be legitimate or not. I am sorry that you are ill, please tell me more about what happened, is the best way to start a conversation with an ill customer.
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Acknowledge the complaint. Express empathy and understanding for the customers experience. Investigate the issue. Review any internal records or speak with staff to gather the facts about what happened. Take responsibility. If the restaurant was clearly at fault, admit the mistake and apologize sincerely.
If you think you got sick from food, report it to your local health department so it can be investigated.

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