The document outlines the importance of proactive risk management and customer service strategies at Gestion d’incidents GRS, emphasizing the need to mitigate risks such as reputational and legal issues. It presents a comprehensive approach to incident management, advocating for the development of effective strategies that prioritize safety, evidence preservation, and legal compliance. The overall goal is to transition from reactive incident handling to a more proactive and integrated method to enhance customer satisfaction and operational stability.

1. Planning Ahead:
Proactive Risk Management and Customer service at
Gestion d’incidents GRS (Canada)
Développement 80/20 inc. (Canada)
Proactive Risk Management Inc. (USA)
Benoit Grenier, November 2013
Los Angeles + 1-323-744-7446
Montreal +1-514-444-3218
Toronto +1-416-660-1514
New York +1-201-204-9082
Mexico City +52 5539648234
Guatemala +502 66284100
Email: benoit@parm8020.com
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2. ●
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Why Does Risk Management Matter?
What Events Give Rise to Risk?
Our mission
Value added proposition
What if? Failure of Proactive Risk
Management: An Example
● What Does an Effective Risk
Management Approach Look Like?
● Risk Management Process
● Conclusion
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Topics for
Discussion
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3. 2 Significant Risks
●Reputational RiskRisks to
customer base and brand image:
harmful coverage in the press,
internet, or social media that can
damage the company’s reputation.
What do our customers say about
us ?
Why Does Risk
Management
Matter?
●Legal and Regulatory
RiskRisks relating to a retailer’s
position in legal or regulatory
proceedings, increasing the
likelihood that the company will face
a damages award, penalty or
sanction.
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4. 5 Categories of Risks

e.g., safety issues, hazard, slip and
fall incidents
 Product Liability/Product
Quality
Concerns about product quality,
whether or not injury caused,
risks.
What Events
Give Rise to
Risk?
Personal Injury
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5. 5 Categories of Risks



What Events
Give Rise to
Risk? (cont’d)
Customer Service ComplaintsCustomer
interactions
with staff and organization
Loss Prevention IssuesInteractions between
customers and personnel, interaction
between staff and store, internal theft
Trespassing/Difficult CustomersDealing and
Interacting with difficult customers
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6. Our Mission
Develop an incident
management and customer
service strategy that will
mitigate risk and convert
them into opportunities.
Implement best practices
to create a safer
environment for your
customers and for your
employees.
Our mission :
To provide support
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7. ● Implementing a strategy
● Proactively manage
● Capacity to identify, analyse
● Take coordinated action
Implementing and managing a strategy that
addresses the stability of your operations, is key
to the sustainability and growth of your
business. Like most companies, the prime
responsibility of your internal incident
management team is to proactively manage
incidents as they occur. The question is: What is
the overall capacity of your employees to
identify, analyse and take co-ordinated action in
response to risk-related events?
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Value added
proposition

8. ●
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●
●
Quickly manage
Command Center
7 / 24 availability
Protect your assets
Value added
proposition
Proactive risk Management has
proven its ability to proactively and
quickly manage to incidents through
its command center, special
representative and field operations
team. You can count on our
expertise and on our 7/24 availability
to respond immediately to any new
situation to protect your financial
and reputational
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9. ●Builds Credibility proactively
○Builds credibility with public,
regulators, and the courts. Be a “Good
citizen”
○Prevent recurring incidents
●Prevents Escalation
○Prevents a complaint from becoming
a formal demand or legal claim
○Prevents recourse to the press or to
the regulator
○Prevents a problem in one store from
becoming a national problem by
identifying systemic problems with
products or with company policies
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Key Benefits of
Proactive Risk
Management

10. Helps in Negotiation
Responding early to complaints
typically results in more
manageable expectations on the
part of customers. Communicating
effectively allow better
management of situation and
better outcome.
Key Benefits of
Proactive Risk
Management
(cont’d)
Preserves Evidence
Taking steps to preserve evidence
and build a record can ensure a
strong defence against claims later
on
Ensures Legal Compliance
Legally, retailers have a duty to
report certain incidents
Cannot choose not to be proactive
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11.  Ensuring up-to-date
understanding of legal and
regulatory responsibilities.
Duties to keep certain
records.
 Clear policies for dealing
with customer complaints
and areas of risk. Formal
process.
 Use of established
response for
communications, but also
training staff on when
ready-made messages not
appropriate
 Focus on collecting
evidence as soon as
possible. Integrated
incident reporting,
statements, pictures etc.
What Does an
Effective Risk
Management
Approach Look
Like?
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12.  Involvement of counsel
and outside advisors
/experts for sensitive risks
 Protocol in place for
product recalls
 Ensuring good
communication and
relationships with
suppliers
 Always recognizing the
risk of escalation. What if?
Prevention
What Does an
Effective Risk
Management
Approach Look
Like? (cont’d)
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13. Failure of Proactive Risk Management: An Example
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14. Risk
Management
Process
Customer service
Liability
Property
Others
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15. Liability Resolution Process
Incident
Investigation
Conclusion
Recommendation
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Settlement
or
Litigation
Follow-up

16. Process Management from Start to Finish
Incident occurence
Method of
Receipt
Information
Recovery
Triage
Customer;
Store / Staff;
Government
Agencies;
Other.
Tracking;
Incident
Report;
Web /contact Mgt Reports.
us;
HR Support
Line
Customer
service Line;
Other Mgt
Sources.
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Data Gathering Product
Escalation to Product
Product;
Management Retrieval;
/ Risk
Store Level;
Management Investigation
Leadership /
Customer;
C-Level
Government
Agencies
Required Action / Case Resolution
Source of
Information

17. Data Gathering and Management Reporting
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Incident number;
Unique Store incident number;
Incident source of information;
Handler’s name;
Actions taken;
Due dates;
Date of next step;
Information and evidence
gathering;
Investigation reports;
Voluntary Statements from
operations;
Assessment analysis;
Recommandation.
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18. Overview of Risk Management Strategies
•Store operating Rules and Policies
•Health and Safety Rules and
Policies
•Management Raise
•Key metrics and Management
reporting
•Procurement Rules and Policies
•Vendor Compliance Process
•Risk Management
•Loss prevention Management
•Audit Process
•Incident Management Process
•Product recall compliance Process
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19. Incident
Entrance
- Contact us
- Telephone
- Fax
- Letter
- Incident
report
Logging
- input into
database
Classification
- General Liability
- Property
Method
Incident
Assessment
&
Reporting
Resolution
Process
Management
Reporting
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20. Incident
Entrance
Telephone
Customer
service
Fax
n
co
ctu
ta
99
s@
o
y.c
l
on
m
Letter, SOC
etc.
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21. Classification
General Liability
INCIDENT
Property &
Business
Interruption
Others
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Aims to cover material
damage or bodily harm
caused by third party or
customer
Aims to cover building,
equiment, inventory
against all risks , fire,
theft, flood, etc.

22. How we anchor our mandates
○ We aim at protecting
People (personnel, customers, suppliers, partners)
Assets (physical, data and information)
Reputation (image and notoriety of customer service) . . .
Through
The identification of vulnerabilities
The deployment of preventive measures
The monitoring of business activities and events
The management of incidents and events
The recommendation of business-enabling solutions.
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23. Conclusion
We are looking forward to supporting your progress
from a reactive mode
towards a planned and integrated
prevention - intelligence - detection - response improvement mode.
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