2013 GMA Consumer Complaints Management Webinar

Program Agenda

1:00 – 1:05 PM
Opening Remarks

Steven Leslie, Esq.
Director and Counsel, GMA Claims Program

1:05 – 2:00 PM

A Discussion About Crisis Communications
Whether it's product tampering, an E. coli outbreak, allergic reactions or a simple customer complaint that has gone viral, that next high profile "crisis" may be just around the corner for many GMA members.  What can be done to avoid, minimize and/or handle a major crisis?  One answer - "The Best Defense is a Good Offense."

Lon Walls
President & CEO, Walls Communication, Inc.


2:00 – 3:00 PM
Consumer Awareness of Food Labels, Ingredients and Claims
The food labeling segment of the webinar will help you answer basic questions about food labeling and claims. Information will also be provided on FDA’s expected changes to the nutrition facts panel and serving size information.

This segment of the webinar will focus on the following topics:

  • Review Mandatory Label Elements
  • Food Allergen Labeling
  • Religious Dietary Labeling
  • Product Quality Claims such as “Fresh”, “Natural”, “Gluten Free”
  • Foods Modified by Biotechnology (also known as food from genetically modified organisms)
  • What’s Coming in Nutrition Label Reform

Kimberly Wingfield
Senior Manager of Science Policy, Labeling and Standards, GMA

3:00 – 3:55 PM
When Can a Claimant Recover Without a Physical Injury or Medical Bills?
Often customers report incidents where their injury or illness did not require medical attention, as well as claims that don’t involve any type of physical symptoms at all.  A common belief among claims handlers is that such claimants cannot recover any compensation in these situations, however this is not always the case.  This session will review US product liability law and highlight scenarios where claimants are entitled to compensation absent medical treatment, bills, or visible symptoms of injury or illness.

Steven Leslie, Esq.
Director and Counsel, GMA Claims Program


3:55 - 4:00 PM
Closing Remarks

Steven Leslie, Esq.
Director and Counsel, GMA Claims Program