IEH Academy Webinar

Responding to Consumer Complaints

This webinar will explore strategies for managing consumer complaints such as product-related illnesses, and performance issues, where products fail to meet quality and safety standards.

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Webinar Recording

Description

Handling consumer complaints effectively is critical for maintaining customer trust and protecting your brand reputation. This webinar will explore strategies for managing consumer complaints such as product-related illnesses, and performance issues, where products fail to meet quality and safety standards. Participants will gain helpful insights into evaluating the severity of consumer complaints, managing risks, and implementing effective strategies to uphold brand integrity.

Topics Covered

Evaluating the severity and impact of consumer complaints
Resolving product failures and customer dissatisfaction
Managing risks and preventing future occurrences
Enhancing brand reputation through effective complaint resolution
Strengthening your team’s capabilities in handling customer complaints

Who Should Attend

Quality Assurance and Quality Control Professionals
Purchasing and Procurement Managers
General Merchandising Managers
Customer Complaint and Resolution Specialists
Customer Service and Support Staff

Webinar Length

1 hour with Q&A to follow.

The webinar will include a 10-minute Q&A session where attendees can ask questions related to managing consumer complaints. This interactive portion is designed to offer personalized guidance and facilitate the sharing of practical insights among participants.

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Meet the Instructor

Craig Wilson

Mr. Craig Wilson recently joined IEH as the Executive Vice President. With a career spanning over four decades, Mr. Wilson’s contributions to the field of food safety and quality assurance are exceptional.

Mr. Wilson spent over two decades at Costco Wholesale Corporation as the Vice President of Quality Assurance, Food Safety, Animal Welfare, and Non-Foods Quality Assurance. Costco’s food safety audit systems, Test and Hold Programs (pSTEC, Salmonella, Listeria) for fresh foods, x-ray product inspection, and unique positions on the Global Food Safety Initiative and the global regulatory environment, is well known industry wide. Mr. Wilson was instrumental in enhancing the company’s quality control measures and ensuring the highest food safety standards in the industry.

Prior to joining Costco Wholesale, Mr. Wilson worked as a Special Projects Director for Frigoscandia Equipment Food Safety Systems for over 24 years. During his time there, Craig published numerous research papers in the areas of food safety and food processing and holds many patents, the most notable for steam pasteurization of food, and is the recipient of the Gia/Matek Global Excellence in Food Safety Award.

Mr. Wilson’s involvement extends beyond his roles in various corporations. He has actively engaged with prominent organizations in the food safety sector. He presently serves on the Center for Produce Safety Board, chairs the Center for Food Integrity Board, and contributes to the STOP Food Borne Illness Board, the CGF Food Waste Coalition, and the National Food Safety Consortium Steering Committee. Additionally, he is a member of the Board of Directors for Camp Korey and formerly co-chaired GFSI.

Dr. Robert Brackett

Dr. Robert Brackett leads the industry training team under the IEH Academy. He received his Ph.D. in Food Microbiology, his M.S. in Food Microbiology, and his B.S. in Bacteriology from the University of Wisconsin.

Prior to joining IEH, Dr. Brackett served as IIT Vice President and Executive Director of the Institute of Food Safety and Health at Illinois Institute of Technology, and Senior Vice President and Chief Scientific and Regulatory Officer for the Washington, DC based Grocery Manufacturers Association (GMA) now under the name, Consumer Brands Association.

Prior to serving at GMA, Dr. Brackett worked for the U.S. FDA as the Director of the Center for Food Safety and Applied Nutrition, as well as several other executive positions within FDA. Earlier in his career, Dr. Brackett spent 19 years in academia at North Carolina State University where he served as Food Safety Specialist and as Professor at the University of Georgia, where he conducted research on foodborne pathogens.

At IEH, he is focused on developing and executing training programs that will enable the food industry to produce safer and higher quality products. Dr. Brackett is an expert on the microbiological and chemical safety of processed foods and fresh produce. He has over 40 years of experience on factors that affect the growth and survival of foodborne pathogens in both fresh and processed foods and ingredients. In addition, he has extensive experience in developing and providing training for both regulatory and private sector personnel, both internationally and in the U.S.

Let's get in touch

Have questions? Our team is here to help. Also available is IEH customer service at (206)522-5432 or iehacademy@iehinc.com. By filling out this information, you are adhering to our privacy policy.