Round Table Discussion Customer Service hot topics Equipping

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

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?

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?

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

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”?

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

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?