Consumer Complaints Management Webinar 2012

Program Agenda

1:00 – 1:05 PM
Opening Remarks

Steven Leslie, Esq.
Senior Manager and Counsel, GMA Claims Program

1:05 – 2:00 PM
21 Golden Nuggets (Delivering Unexpected Great Customer Service)
In a world where everyone seems to do the bare minimum to get by, Nancy Friedman will show you how to go above and beyond what “everyone else” does. In this session, Nancy will share 21 great, unexpected customer service techniques to help you rise above that mass of grey average and become an island of excellence in an ocean of mediocrity.

Learning objectives:

  • Define unexpected customer service
  • Learn about why unexpected customer service is critically important to any business
  • Identify which techniques are most important and why

Nancy Friedman
President, Telephone Doctor Customer Service


2:00 – 3:00 PM
Consumer Complaint or A Scam?
Consumer Response Coupons are a great way to help resolve legitimate consumer complaints, but like anything of value they can be abused by scam artists. This session will provide an update on the largest case (involving millions of dollars) of alleged counterfeit coupons in the history of the industry, illustrating what steps your company can take to prevent coupon fraud.

Bud Miller
Executive Director, Coupon Information Corporation

3:00 – 3:55 PM
Using Science to Resolve Product Liability Claims
Whether a claim involves a foreign object, illness, or container injury, a critical aspect of any claims investigation is scientific analysis of the respective object, remaining product, or container.  In this presentation, the heads of the GMA Claims Program and Laboratory will look at common product liability claims, the types of testing that should be used to investigate each, and how this information should be used in evaluating a consumer claim.

Dan Howell
Director, Claims Labratory, GMA


Steven Leslie, Esq.
Senior Manager and Counsel, GMA Claims Program


3:55 - 4:00 PM
Closing Remarks

Steven Leslie, Esq.
Senior Manager and Counsel, GMA Claims Program