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Tuesday, February 20 • 12:30pm - 1:45pm
Tutorial # 2: Techniques for Training Customer Service Reps & Other Methods for Staying Ahead of Potential Product Hazards

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This tutorial will provide advice for how to anticipate and stay ahead of potential product hazards. Jenny Clifford of YETI will provide tips for training Customer Service reps so that they effectively elicit accurate reporting details from consumers and identify emerging hazards. She will explain both the types of questions your Customer Service Reps should be asking and also, the manner in which the questions should be asked in order to extract the most accurate information and anticipate potential hazards. In addition to understanding the strategies that have been shared here today for teaching customer services representatives how to identify emerging hazards, Ellie Pittman of Intertek will discuss proactive tools that can be utilized by companies to predict potential emerging hazards including leveraging historic injury data for related products. She will also explain how a consumer’s risk tolerance might change in light of new product technologies and innovations.

avatar for Carol Pollack-Nelson, Ph. D

Carol Pollack-Nelson, Ph. D

President, Independent Safety Consulting
Carol Pollack-Nelson, Ph.D. is a human factors psychologist specializing in consumer product safety. She works as a consultant and researcher, providing guidance to manufacturers, retailers, attorneys, test labs, consumer groups, and the government on product safety issues including... Read More →

avatar for Jenny Clifford

Jenny Clifford

Product Safety & Compliance Engineer, YETI Cooler, LLC
Jenny Clifford is the Product Safety & Compliance Engineer for YETI Coolers, LLC since 2016.  Jenny has developed a comprehensive product safety program for new products and an extensive training for customer service representatives.  Prior to joining YETI, Jenny worked for Walmart... Read More →
avatar for Eleanore Pittman

Eleanore Pittman

Safety Engineering Manager, Product Assurance, Intertek
Eleanore (Ellie) Pittman is a Safety Engineer Manager for Intertek Product Assurance and has been at Intertek for 5 years. Where standards fall short, Ellie serves to educate clients on potential product hazards and develop customized safety assessments to meet their unique needs... Read More →

Tuesday February 20, 2018 12:30pm - 1:45pm PST
Grand Cypress D/E/F/G/H/I Hyatt Regency Grand Cypress