Consumer Complaints Conference 2014

2014 GMA Consumer Complaints Conference
Program Agenda

 

 Wednesday, May 7

5:30 – 7:00pm  

Welcome Reception
Location: Pool Deck Tesoro Commons A and Cabana Deck

 Thursday, May 8

7:00 - 8:00am

 

Breakfast Buffet
Location: Ponce de Leon 1

8:00 - 10:05am

 

General Session
Location: Ponce 2 & 3

8:00 - 8:05am  

Welcome and Opening Remarks
Steven Leslie, Esq., Director and Counsel, GMA Claims Program

8:05 - 9:05am    

Personalizing the Encounter to Mitigate Complaint Escalation
Claims handlers in the food, beverage, and CPG industry are constantly faced with potential litigation against their respective companies.  However, by segmenting all interactions into three distinct components, frontline staff can personalize the conversation and reduce the number of complaints that escalate into litigation.  Presenter Richard Shapiro will share his model for facilitating dialogs, actively listening, and treating consumers as a person first and a customer second.  Specifically, attendees will learn:

  • How to deliver superior customer service and generate repeat patrons;
  • How frontline associates can be more welcoming and make customers feel important and valued; and
  • The three crucial ingredients for every interaction:  The Greet, the Assist, and the Leave-Behind.

Richard Shapiro, Founder and President, The Center For Client Retention (and author of “The Welcomer Edge:  Unlocking the Secrets to Repeat Business”)

9:05 -10:05am    

Medicare Secondary Payer Act: 
Preparing for New MSP Regulations and Provisions
The Centers for Medicare & Medicaid Services (CMS) Section 111 reporting requirements apply to all companies in the food, beverage, and CPG industry. And over the next several months, major amendments to Medicare Secondary Payer Act (MSP) are expected.  This presentation will focus on these upcoming changes, including implementation of the SMART Act, Advance Notice of Proposed Rule-Making (ANPRM) regarding future medical bills, and other changes to CMS policies and procedures.
Mark Popolizio, Vice President of MSP Compliance & Policy, ISO Claims Partners

10:05 - 10:20am  

Refreshment Break
Location: Foyer

10:20 - 11:50am      

General Session
Location: Ponce 2 & 3

10:20 - 11:05am        

New Developments in Nutrition Labeling
Location: Ponce 2 & 3
This presentation will examine FDA’s nutrition labeling proposals. Additionally, we will discuss the potential impact of the nutrition labeling changes on the food industry as well as provide a sense of the timing and process for implementation of the final rules.
Kimberly Wingfield, Senior Manager, Science Policy Labeling and Standards, GMA

11:05 - 11:50am        

Product Integrity Testing - A Forensic Prespective
Location: Ponce 2 & 3

This session will describe the types of forensic testing available to aide in the investigation of product complaints in the food and beverage manufacturing industry.  Topics will include a discussion of chemical and biological methodologies used in testing and specimen handling.  Limitations of testing will also be discussed along with case studies.
Susan Neith, Forensic Chemist IV, NMS Labs

Noon - 1:00pm         

Luncheon
Location: Ponce 1

1:15 - 2:45pm            

General Session
Location: Ponce 2 & 3

1:15 - 2:45pm             

Beyond Empathy: Customer Service through Listening
The last time an agent said, “I understand how you feel,” I was pretty sure he didn’t. In fact, his scripted words provoked deeper frustration. So how does the professional telephone representative go beyond words to genuinely connect with callers of all types? Is it possible to teach an advanced form of empathy response?

In this presentation, Ronna Caras will share a powerful technique called CREG. It’s an easy model for teaching front line staff how to listen so their responses ring true to the various customers who call.  Through stories of hilarious and head-scratching mistakes, as well as impressive triumphs, participants will learn:

  • What to listen for at the beginning of a phone call in order to choose the right responses;
  • Credible ways to express empathy that will feel make callers believe it;
  • Ideas for a call process that saves time and hassles for your staff; and
  • Skill drills you can use to teach your staff to make CREG work for them.

Ronna Caras, President, Caras Training

2:45 - 3:00pm  

Refreshment Break
Location: Foyer

3:00 - 4:45pm             General Session
Location: Ponce 2 & 3
3:00 - 4:00pm             

Using Sensory Product Evaluation to Reduce Consumer Complaints
Session Description TBA
Mona Wolf, President and Founder, The Wolf Group

4:00 - 4:45pm  

Product Retrievals & Recalls: The Importance of Chain of Custody
Learn how to protect your brand by ensuring consumer complaints are handled effectively and efficiently. In this session, we will review best practices for food and beverage, as well as CPG companies in today's world of social media.
Ryan Gooley, Recall Consultant, Stericycle ExpertSOLUTIONS

5:00 - 6:00pm  

Networking Reception
Location: Bimini Court

 Friday, May 9

7:00 - 8:00am  

Breakfast Buffet
Location: Ponce 1

8:00 - 9:45am  

General Session
Location: Ponce 2 & 3

8:00 - 9:00am  

Leveraging Your Networks to Enhance Social Media Discussions 
Many professionals are frustrated by today’s media environment, in which food safety, food technology, and other food-related issues are often miscommunicated, causing undue public concern.  An effective food risk communication and education strategy is necessary to put food risks and benefits into the proper perspective for the consumer.  Learn about opportunities to become catalysts and conveyers of the best information on food and health, delivered in a compelling way.
Kimberly Reed, Executive Director, International Food Information Council (IFIC) Foundation in Washington, DC

9:00 - 9:45am  

Important Jurisdictional Differences that can Impact your Company’s Liability
Location: Ponce 2 & 3
Did you know that whether your company is liable to a claimant may hinge on what state the incident occurred in?  In this session, attendees will learn about important doctrines in product liability law that can vary from state to state, such as the foreign v. natural test and negligent infliction of emotional duress (NIED), which may preclude or allow claims for damages against your company.
Steven Leslie, Esq., Director and Counsel, GMA Claims Program

9:45- 10:00am  

Refreshment Break
Location: Foyer

10:00 - Noon  

General Session
Location: Ponce 2 & 3

10:00 - Noon  

Consumer Complaints Managment Group Exercise: Real World Approaches to Claim Resolution 
In this session, attendees will break into working groups and develop responses to claims frequently made against food, beverage, and CPG manufacturers.  These responses will then be shared with your fellow attendees for an open discussion on how to approach each particular scenario.

Noon  

Closing Remarks and Adjournment
Location: Ponce 2 & 3
Steven Leslie, Esq., Director and Counsel, GMA Claims Program