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According to WhyFive's Retail Shopper Report, South Africa's service really does suck. So what can we do about it? Reporting from the CGCSA Summit at Vodaworld last week, Danette Breitenbach gives us some insight from a panel discussion on how to handle customer complaints fired through social media. Andrew Cook also names the six of the worst customer service practices... and how to fix them.

Shan Radcliffe, Group Head - Retail (@Biz_Retail) Image: © kbuntu - 123RF.com Comment online in our ed's column archive. Go mobile with apps and m.bizcommunity.com. Engage with us on Twitter, Facebook, LinkedIn and Google+. Subscribe to YouTube and via RSS. Send all your retail news and event invitations to retailnews@bizcommunity.com, exclusive opinion pieces to contributors-retail@bizcommunity.com and international news to internationalnews@bizcommunity.com. Read "How to contribute to Biz, from op-ed pieces to news".



Today's top stories


The responsive brand: how to handle social media
[Danette Breitenbach] It took six months after the first reporting of the rear windows of Opel Corsa Lites shattering for the manufacturer to issue a recall. Today, this matter would have been handled very differently... read more>>



Brand News
Bidvest board decides not to pursue listing of Foodservice operations
Bidvest (BVT) on Monday, 3 November 2014, said its board had concluded that the potential listing of its Foodservice operations would not be pursued. read more>>
CSI
Madiba's legacy continues to fill hearts and stomachs of children
The AmaLunchbox kitchen donated to Dikgabane School on 30 October 2014 is 101st AmaLunchbox kitchen provided by Game, in partnership with Massmart, the Walmart Foundation and the Department of Education. read more>>
Exhibitions & Events
Platters to be honorary chairpersons at 2015 AfrAsia Bank wine auction
John and Erica Platter will be the AfrAsia Bank Cape Wine Auction's Honorary Chairpersons at its second auction on 13-14 February 2015 at the Boschendal Estate. The inaugural event in 2014 raised just over R7 million for education in the South African winelands. read more>>
Franchising
Franchising requires planning, research and a fixed eye on future gains

Simone Cooper

Buying a franchise can be quite expensive, especially if you are considering linking up with a franchisor that represents an internationally respected brand, which is already a household name. As a result, very few entrepreneurs can afford to finance the franchise completely from their own resources. read more>>
Packaging
Another successful year at Propak 2014

Issued by Pyrotec

Pyrotec, a leading privately owned product identification solution specialist, was amongst the many exhibitors at this year's Propak Cape, the largest packaging, processing, printing, labelling and plastics exhibition in Africa... read more>>
Regulatory
Market for counterfeit goods in Africa on the rise

Lucy Signorelli

Working with organisations such as Interpol and law enforcement agencies, law firm Adams & Adams has managed to crack various cases of counterfeiting across the African continent. read more>>
Retail Marketing
[Biz Takeouts Podcast] 111: Stretch Experiential Marketing with Mike Silver
On the last Biz Takeouts Marketing and Media Radio show, host Warren Harding spoke to Mike Silver from Stretch Experiential... read more>>
International
Truth in polls - study reveals world's trust in research
The demand for trust and loyalty is growing from citizens globally, yet trust levels are diminishing, so international market researchers conducted the ultimate survey, asking whether polls can be trusted. read more>>
LIA 2014 winners announced
LONDON, UK: The winners of the 2014 LIAs are announced today. The results are posted online and can be accessed on the LIA website. read more>>
NY Times narrows loss, sees progress in digital
NEW YORK, US: The New York Times Co says it has narrowed its losses from the same period a year ago, while touting progress in its transition to a digital news operation. read more>>
Euronews Campus growing recognition at renowned European universities
LYON, FRANCE: The Euronews programme for students is now reaching 15 prestigious educational institutions around the world. read more>>
More International
Government
Change in BCEA can lead to claims against employers

Professor Paul Benjamin

A change to the Basic Conditions of Employment Act (BCEA), which came into effect on 1 September this year, could have a big effect on practice in the Commission for Conciliation, Mediation and Arbitration (CCMA) and on employers who face claims of underpayment. read more>>
Labour Appeal Court almost doubles judgments

Professor Paul Benjamin

This year the big question in labour law has been when the Labour Relations Act (LRA) Amendments will come into effect. read more>>
Silo collapse results in load shedding across SA

More Matshediso

Power utility Eskom said there'd be load shedding across South Africa from this Sunday. Wednesday evening and the whole of Thursday are marked as high risk for power cuts. read more>>
Masibekela Recreational Park officially launched
More Government news
Lifestyle
Africa Fashion Awards winners announced
The winners of the annual Africa Fashion Awards have been announced at a ceremony in Melrose Arch, Joburg. read more>>
Motoring
Corolla Quest ticks the right boxes

Henrie Geyser: motoring editor

The Toyota Corolla has been one of South Africa's favourite cars for many years and when the Japanese carmaker decided to trim some fat (and rands and cents) off its previous Corolla and to rebadge it as the Corolla Quest, it struck gold because it immediately hit a bulls-eye with the penny-wise market. read more>>
More Motoring news
Jobs offered
Retail Brand Senior Marketing Manager - Johannesburg
Superskills ConsultingRetail brand senior marketing manager. Degree with eight+ years marketing experience; two years in a senior/head of marketing role and min five years in a retail marketing role. Read more >>



New events to diarise
Platinum Fashion Festival
North West School of Design - 8 Nov 2014 Klerksdorp

Fleet management course
TransAuto Academy - 10 Nov 2014 to 13 Nov 2014 Randburg

Retail Congress Africa 2014
i2i Events - 18 Nov 2014 to 19 Nov 2014 Johannesburg

Claim Your Space
True Media - 23 Nov 2014 Green Point, Cape Town

MamaMagic - The Baby Expo
Exposure Marketing - 27 Nov 2014 to 30 Nov 2014 Johannesburg

Winners' Den: international business
cedric holdings - 28 Nov 2014 to 29 Nov 2014 Johannesburg

LeKap Lifestyle Fair 2014
Vivid Luxury - 6 Dec 2014 Cape Town

Richies Toy Fair
RICHIES MODEL CARS - 6 Dec 2014 to 7 Dec 2014 Johannesburg, Randburg

Stokvelex Bokone Bophirima (North West) 2015
7colors Communications - 20 Feb 2015 to 21 Feb 2015 Mafikeng

Gauteng Outdoor Expo
Outdoor Events and Exhibition Organisers - 29 May 2015 to 31 May 2015 Johannesburg

Upcoming events
Power Series Breakfast - Selling face to face - 4 Nov 2014 to 6 Nov 2014 Cape Town,Durban,Randburg
Niche TrainingBring your team or clients to a Power Series Breakfast - this month on Selling Face to Face. Presented by Richard Mulvey, international speaker and sales trainer. Read more >>


Future Pavilion Cape Town 2014 - 5 Nov 2014 to 7 Nov 2014 Cape Town
Future Pavilion Cape Town 2014 brings Portuguese Technology to South Africa in November. From interactive games and innovative retail, to health solutions and impactful design. Read more >>


Africa Oil Week Conference 2014
Global Pacific & Partners - 3 Nov 2014 to 7 Nov 2014 Cape Town

Personal stylist training
The Wardrobe Academy - 3 Nov 2014 to 8 Nov 2014 Johannesburg

Landfill engineering design & maitenance workshop
Khulile Africa Events - 5 Nov 2014 to 6 Nov 2014 Johannesburg

Trade Finance Conference 2014
Trade Conferences International - 5 Nov 2014 to 6 Nov 2014 Johannesburg

Agri-Expo Livestock 2014
Agri-Expo - 6 Nov 2014 to 8 Nov 2014 Stellenbosch

Quotes
Clive S. Lewis
"You are never too old to set another goal or to dream a new dream."

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