1. Round Table Discussion Customer Service “hot” topics Equipping Consumer Professionals to serve South Africa better!

2. 5 Hot topics that our members submitted 1.Re-imbursement? What’s fair and how are other Companies’ handling this? 2.Measuring service performance 3.Getting Customer Care into the Board Room 4.Remote working (from home?) 5.How is your organisation engaging with the digitally connected consumer?

3. Re-imbursement? What’s fair and how are other Companies’ handling this? Any industry standards around value of reimbursement? What are others doing when there is no product / sample? How do retailers handle double debits?

4. Measuring service performance Response times to voice message, e-mails and social media Measurement on service rating - sending e- mails or a personal call to consumer. What rating scale is most commonly used? Incentives for performance improvement

5. Getting Customer Care into the Board Room How often does your team get “face time” at an executive level? Are you adequately resourced? Does your team feel “valued”?

6. Remote working (from home?) Does it work? / Anyone doing it? Any flexwork approaches to be shared? What would STOP you from promoting remote working?

7. How is your organisation engaging with the digitally connected consumer? Has your organisation implemented a measurable engagement strategy? Which cutting edge technology is your organisation using?