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In an age when distribution networks and supply sources are becoming more global, manufacturers must rely on outside providers to supply high-quality components or ingredients. Unfortunately, this does not always occur and product recalls are a reality for which organizations must be prepared.

As evidenced by several recent high-profile food recalls, customers can become very emotional when a food recall hits close to home. Customers may be dealing with their own illness or injury — or that of a loved one or pet — and these events affect them at the most personal level. Customers expect to be treated with respect and have their concerns addressed. Adjusters faced with hundreds, if not thousands, of similar stories from different claimants must avoid cynicism or an uncaring attitude.

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