(a) State four basic information required when recording accident at work. (b) State four steps to be taken when handling complaints.

(a) Four basic pieces of information required when recording an accident at work

1. Name and details of the injured person: the full name, job title and department of the victim, so that the record is traceable to a specific individual.
2. Date, time and exact location of the accident: where and when it happened within the establishment, which helps identify hazardous areas.
3. Nature and cause of the accident: a clear description of what happened, the type of injury sustained and how it occurred.
4. Treatment given and action taken: the first aid or medical attention provided, the name of the person who gave it, and any witnesses to the incident.

Recording these details in the accident book is a legal requirement and helps prevent a recurrence.

(b) Four steps to be taken when handling complaints

1. Listen attentively and calmly: allow the customer to state the complaint fully without interruption, showing genuine concern.
2. Apologise and show empathy: express regret for the inconvenience caused, remaining polite and never arguing with the guest.
3. Investigate and take corrective action: establish the facts, then put right the problem promptly (for example replace a dish or correct a bill).
4. Follow up and record the complaint: ensure the customer is satisfied, thank them for the feedback, and report the matter to management so it does not happen again.