Consumer Complaints Conference 2011

(subject to change)

Wednesday, May 4

5:30 –  7:00 pm                      
Welcome Reception (Prince of Wales)
sponsored by Bonner, Kiernan, Trebach & Crociata

Thursday, May 5

7:30 – 8:30 am           
Breakfast Buffet (Continental)
Sponsored by Ungaretti & Harris

8:30 – 8:45 am           
Welcome and Opening Remarks (Crystal Ballroom)

Steven Leslie
Senior Manager, Claims Program
Grocery Manufacturers Association

8:45 – 9:30 am         
Crisis Management and Consumer Complaints (Crystal Ballroom)
Premiere Response has supported the crisis response plans of multiple consumer-facing companies over the past six years, from product recalls to data breaches and everything in between.  In this session, the 2006 spinach recall will serve as a backdrop for providing tips and tools to help ensure that your company is prepared should a crisis situation arise.

Sam DiLiberto
Vice President of Customer Solutions
Premiere Response

Beth Ziff
Vice President of Operations
Premiere Response

9:30 – 10:15 am        
What Consumer Complaint Handlers Need to Know about
New Food Safety Laws
(Crystal Ballroom)
In this session, Elizabeth Fawell will provide an overview of the landmark food safety legislation enacted in January 2011.  Specifically, Fawell will address issues surrounding the management of consumer complaints in the context of this new legislation, focusing on topics such as:

  • New responsibilities for food companies
  • New controls on imports
  • new or enhanced enforcement powers for FDA
  • new fees for food companies and importers

Elizabeth Fawell
Hogan Lovells US LLP           

10:15 – 10:30 am      
Refreshment and Networking Break

10:30 – 11:15 am       
Food Fraud: An Analytical Perspective on Economic Adulteration (Crystal Ballroom)
Economic adulteration involves using inferior, cheaper ingredients to cheat consumers and undercut the competition. This session highlights consumer complaints associated with economic adulteration and the current industry approaches used to manage these issues.

Shannon Cole will address the results of a recent GMA Science and Education Foundation/A.T. Kearney study of economic adulteration and product fraud and also discuss the “issue management” approach leading companies use to identify and address emerging issues that may threaten brand equity.

Shannon Cole
Direct of Science Operations
Grocery Manufacturers Association 

11:15 am – Noon       
Bush Brothers & Company: 
Model Practices for Handling Consumer Complaints
(Crystal Ballroom)
Many companies manage complaints that involve financial compensation or complaints that have the potential to affect their brand image.  This session will share model practices designed to minimize financial risk and damage to brand image when handling complaint cases that have evolved into claims (but have not reached class action level).

Larissa Justice
Regulatory Analyst
Bush Brothers & Company

Noon – 1:00 pm         
Luncheon (Continental)
Sponsored by Bonner, Kiernan, Trebach & Crociata


1:00 – 2:30 pm           
Consumer Complaint Management Roundtable (Crystal Ballroom)

Jamie Robinson, Esq. (moderator)
Ungaretti & Harris

Lynn Williams
Assistant Manager, Consumer Relations
Pinnacle Foods

Additional panelists to be announced

2:30 – 2:45 pm          
Refreshment and Networking Break

2:45 – 3:30 pm           
Practicing Strategic Customer Service (Crystal Ballroom)

Steve Bernas
President and CEO
Better Business Bureau

3:30 – 4:30 pm           
USDA Food Safety Priorities for 2011 (Crystal Ballroom)

Dr. David Goldman
Assistant Administrator of the Office of Public Health Science
Food Safety Inspection Service, U.S. Department of Agriculture

Friday, May 6

7:30 – 8:30 am           
Breakfast Buffet (Continental)
Sponsored by Ungaretti & Harris

8:30 – 10:15 am         
Hell Hath No Fury Like a Customer Scorned (Crystal Ballroom)
What are you or your staff saying that could turn your customers off and make them run to the competition instead of turning them “ON” and staying with you? Learn which five forbidden phrases are guaranteed to frustrate your customers in a session that blends sales and customer service skills into a program that is designed to get your customers swearing BY you, not AT you!

Customer service expert Nancy Friedman will also take you inside the world of DiSC behavorial types to understand what your management style is and reveal insights that will help you communicate more effectively with consumers of all types. Walk away with techniques you’ll use forever and immediately in this entertaining session.

Nancy Friedman
Telephone Doctor Customer Service Training

10:15 – 10:30 am       
Refreshment and Networking Break

10:30 – 11:45 am  (Crystal Ballroom)
Hell Hath No Fury Like a Customer Scorned (Continued)           

Nancy Friedman
Telephone Doctor Customer Service Training

 11:45 – Noon  (Crystal Ballroom)     
Questions and Closing Remarks

Steven Leslie
Senior Manager, Claims Program
Grocery Manufacturers Association