In this workshop attendees will have the chance to look at how a culture of good customer service can transform your retail business. Participants will be presented with examples of retailers that have used successful incentives to encourage staff to create and maintain this culture.
Speaker: Jo Moran, Head of Customer Service, Marks & Spencer
During her 27 years’ experience with Marks & Spencer, Jo has progressed through a varied range of roles including store management, franchise arrangements and overseas operations, change management programmes and, most latterly, customer service across all channels for the M&S UK operation.
In her position as Head of Customer Service, she played a fundamental role in leading the recovery of the brand’s service ethos through establishing a clear customer proposition supported by the appropriate structure, recruitment, training, performance management and reward mechanisms.