Customer Service at Marks and Spencer
Assignment 3
Introduction:
Marks and Spencer is one of the UK 's leading retailer business organisations. They have 21 million people visiting their stores each week. They sell clothing, home products, as well as food, responsibly sourced from around 2,000 suppliers globally. Their clothing and home ware sales account for 49% of their business while their food sales account for 51%. Now more than ever, they are also known for their green credentials as a result of their five-year eco plan, Plan A, which will see them, amongst other things, become carbon neutral and send no waste to landfill by 2012.
This assignment requires me to compile a customer service training manual for Marks and Spencer. It will include a background to the company, their mission statement and their charter. I will then design the training manual, define quality service, discuss standards of excellence and codes of practice. I will then discuss the current legislation in terms of Customer Service. I will provide a conclusion and a detailed bibliography at the end of the assignment.
Company Background:
Marks and Spencer was founded by a partnership between Michael Marks and Thomas Spencer. On his arrival in England, Marks worked for a company in Leeds, called Barran, which employed refugees. In 1884 he met Isaac Dewhurst, the owner of a Leeds warehouse, which resulted in him opening his own stall on Kirkgate Market, in Leeds. The next few years saw Michael Marks open market stalls in many locations around the North West of England. In 1894, Thomas Spencer invested in Marks ' activities and they opened their first store, in partnership, at 20, Cheetham Hill Road, Manchester.
Marks and Spencer made its reputation in the early 20th century on a policy of only selling British-made goods (a policy eventually discontinued in 2002). It entered into long term relationships with British manufacturers, and sold clothes and food under the "St Michael" brand, that was
Introduction:
Marks and Spencer is one of the UK 's leading retailer business organisations. They have 21 million people visiting their stores each week. They sell clothing, home products, as well as food, responsibly sourced from around 2,000 suppliers globally. Their clothing and home ware sales account for 49% of their business while their food sales account for 51%. Now more than ever, they are also known for their green credentials as a result of their five-year eco plan, Plan A, which will see them, amongst other things, become carbon neutral and send no waste to landfill by 2012.
This assignment requires me to compile a customer service training manual for Marks and Spencer. It will include a background to the company, their mission statement and their charter. I will then design the training manual, define quality service, discuss standards of excellence and codes of practice. I will then discuss the current legislation in terms of Customer Service. I will provide a conclusion and a detailed bibliography at the end of the assignment.
Company Background:
Marks and Spencer was founded by a partnership between Michael Marks and Thomas Spencer. On his arrival in England, Marks worked for a company in Leeds, called Barran, which employed refugees. In 1884 he met Isaac Dewhurst, the owner of a Leeds warehouse, which resulted in him opening his own stall on Kirkgate Market, in Leeds. The next few years saw Michael Marks open market stalls in many locations around the North West of England. In 1894, Thomas Spencer invested in Marks ' activities and they opened their first store, in partnership, at 20, Cheetham Hill Road, Manchester.
Marks and Spencer made its reputation in the early 20th century on a policy of only selling British-made goods (a policy eventually discontinued in 2002). It entered into long term relationships with British manufacturers, and sold clothes and food under the "St Michael" brand, that was
Bibliography: http://corporate.marksandspencer.com/ www.marksandspencer.com www.citizensinformation.ie http://thecai.ie/your-rights/legal_protection/) http://www.asai.ie/