Tips for restaurant personnel:

How to Handle an Accident/Incident
Accidents may happen.  It is important that every member of the restaurant team know 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.

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.
- Fill out the necessary accident/incident report.
- Obtain the names of witnesses no matter how trivial the accident.

For a Slip and Fall

- Describe in detail what caused the customer to fall.
- Take photos of the scene.
- Have witnesses write down what they observed.
- Let your agent know if anyone else might be responsible (maintenance firm, landlord).

For a Food Claim

- Distinguish between foreign-object claims and alleged food poisoning.
- Immediately track the history of the food and the ingredients.
- Identify any food suppliers that may be involved.
- Do not take any complaint lightly.

Taken from Farmers "How to Handle and Report a Restaurant Accident or Incident" handbook.
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