"M&S is delighted to be working with the CCF team on this important initiative. Our customer service and support centres are a key part of our team and as such we are keen to recognise the important work they do for both our customers and our business "
Nigel Wood, Head of Contact Centres, M&S Last year we were proud to celebrate our 125th birthday and reflect on our unique heritage. Throughout our company’s history customer service has been one of our key values and it is central to everything we do at M&S. We’re here to make shopping hassle-free for our customers, making sure they are assisted by well informed, helpful and enthusiastic people however they choose to shop with us.
We have four customer service centres with 500 to 1000 people (depending on the time of year) working to help M&S customers. We proactively recruit people who understand our heritage, values and the expectations of our customers and our people share knowledge, best practices and experience - ensuring a one team approach. Our people are determined in their approach to helping people and they listen to what our customers are telling us so we can learn and improve.
Thanks to their hard work and commitment we regularly get letters, emails and phone calls from customers who thank us for doing all we can. We love it when our customers praise individual team members who have really helped deliver the high standard of M&S customer service we expect.
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M&S DIRECT
