Executive Update

Consumer Complaints Management Conference Offers Unique Insight into Complaint Management Tools

GMA’s 2012 Consumer Complaints Management Conference was held May 14-16 at the Ritz Carlton in Dallas, TX, bringing together customer service managers andfront-line claims handlers in the food, beverage, and consumer product industry to address managing product liability complaints and brand protection through high quality customer service practices.

This year’s program was filled with interactive lessons from industry veterans, featuring companies such as Frito-Lay, Sun Products and Stericycle, and also offered valuable networking opportunities, including an opening welcome reception, breakfast, lunch and networking breaks throughout the conference.

Highlights of the program include the kick-off session featuring Bud Miller, executive director of the Coupon Information Corporation, who provided highly useful information on coupon fraud, a current hot topic for many conference attendees. LeadSmart’s President Jason Young shared the energetic and engaging presentation Culturtopia, which gave attendees the chance to work together in small groups on practical problem solving and teamwork skills. Concluding the conference was a two-hour roundtable discussion on consumer complaint management, covering both best practices and advice on specific problems faced by attendees.

With the success and positive feedback of this year’s conference, GMA looks forward to next year’s program, set for May 8-10, 2013 in San Francisco, CA.

 “I’m excited about the very positive feedback we received about this year’s program, and look forward to continuing to build this conference in the future,” said Steve Leslie, senior manager and counsel of the Claims program at GMA. “Atnext year’s conference we will strive to put together a program that will continue to benefit any customer service or complaint handler in the food, beverage, and consumer products industry.”