Consumer Complaints Management Webinar: Focusing On Customer Engagement

Program Agenda

2:00 – 2:10 PM
Welcome and Introductions

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

2:10 – 3:00 PM

Enhancing the Bottom Line through Customer Engagement: Being Proactive and Creating Connections

John Goodman
Vice Chairman
Customer Care Measurement & Consulting

Everyone believes that customer engagement is important, but not everyone is aware of the impact these interactions have on your company’s financial performance.  Join John Goodman, a trailblazer in the customer experience field with over 40 years of experience, as he dives into claim prevention and explains how this can increase profitability through customer loyalty and word-of-mouth reputation enhancement.


3:00 – 3:40 PM
Are You Really Engaged?  Golden Nuggets of Customer Service

Nancy Friedman
The Telephone Doctor

For customer engagement to benefit your company, they must be handled correctly.  Enter Nancy Friedman, the Telephone Doctor, who is a subject matter expert on communication skills and customer service.  In this session she will share a few of her unique insights and techniques that will improve company-to-customer interactions.

3:40 - 3:45 PM
Closing Remarks

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