Consumer Complaints Management Webinar: Focusing On Customer Engagement

Speaker Biographies

Steven Leslie, Esq. Grocery Manufacturers Association
Steven Leslie has over 10 years of experience with product liability claims in the food, beverage, and CPG industry.  Steven graduated from Johns Hopkins University in 1999, and joined the GMA Claims Program in November of 2002.  During this time, Steven has handled a wide variety of claims against GMA members, including allegations of foodborne illness, chemicals in products, foreign materials, and defective containers.  While at GMA, Steven also obtained his J.D. from George Washington University, graduating with honors in May of 2011.  Steven was admitted to the Maryland Bar in December of 2011, and has served as the head of the Claims Program since that time.

As Director and Counsel, Steven oversees all Claims Program operations.   These operations include litigation management, non-litigated claims handling, laboratory testing, and claims system reporting.  Steven also has primary oversight of all Claims Program conferences and webinars, including the annual Food Claims and Litigation Conference, Consumer Complaint Management Conference, Food, Beverage and CPG Litigation Webinar, and Consumer Complaint Management Webinar.

John Goodman, Customer Care Management and Consulting
Mr. Goodman is Vice Chairman of Customer Care Measurement and Consulting.  The American Management Association published his book, “Strategic Customer Service”, in May, 2009.  His new book, Customer Experience 3.0, was published in July, 2014. This book addresses how companies have used technology to enhance the customer experience over the last three years.  He has assisted over 40 of the Fortune 100 companies in improving customer experience, customer service, satisfaction and their voice of the customer processes.

Over the past 40 years, Mr. Goodman has managed more than 1,000 separate customer service studies, including the White House sponsored evaluation of complaint handling practices in government and business; studies of word of mouth and the bottom-line impact of consumer education.  His new course on becoming a Customer Experience Architect debuted in Tokyo earlier this year.

He has taught service quality and service reengineering courses at Wharton Business School's executive education program as well as in Ohio State’s MBA program. He has appeared on “Good Morning America”, National Public Radio, the Discovery Channel, the ABC Evening News, and as a panelist on the PBS show, “The Editors.”


Nancy Friedman, Telephone Doctor Customer Service
Nancy is one of America’s most ‘asked back’ speakers and is president of Telephone Doctor Customer Service Training in St. Louis, MO.  A unique program fitting all industries and job titles, Nancy’s style is dynamic and laugh-out-loud funny. Her sales and customer service background, along with her professional theatrical career, allows her to bring a powerful and humorous program to audiences all over the world. OPRAH, Today Show, CBS This Morning, Good Morning America, CNN and Fox News are just a few of the top shows she’s appeared on over the years. Nancy was also named one of the 25 Most Influential Businesswomen in St. Louis.

She is the author of 7 books on communications and hundreds of articles in leading newspapers and magazines, including USA Today and “Manager’s Journal” in the Wall Street Journal. Nancy’s programs are high-energy, high in content, and best of all, high-results.