Which is the correct approach when a customer requests dairy-free or gluten-free options and cross-contact risk exists?

• A. Inform them of potential cross-contact, offer alternatives, and escalate to a supervisor.
• B. Ignore the risk and ring up.
• C. Advise them to avoid gluten but not dairy.
• D. Suggest they check online.

Answer: (A)

When a customer requests dairy-free or gluten-free options and there’s a cross-contact risk, the priority is safety and clear communication. Acknowledge the risk of cross-contact so they understand why a straightforward product choice might not be safe, and then offer alternatives that are verified as dairy-free or gluten-free. Escalate to a supervisor to verify which items are truly safe and to determine the proper handling, ensuring any claims about being dairy-free or gluten-free are accurate. This approach protects the customer, follows store policy, and avoids promising a product is safe when it isn’t. Simply ignoring the risk, giving incomplete guidance, or directing them to check online doesn’t provide the necessary assurance in the moment.