31 - VHS, Business Conference, 'Serving The Customer Better'

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31 - VHS, Business Conference, 'Serving The Customer Better'

This video takes place at the Business Conference at Grosvenor House, London. Peter Salsbury mentions the focus of the conference is to explain the ways in which Marks and Spencer are planning on improving customer service. At the beginning Roger Aldridge uses Newcastle store as a case study to show how Marks and Spencer have delivered a new level of customer service. Improvements include improved access for customers by reconfiguring the Haymarket bus station to allow easier access, and looking at facilities for customers with special requirements, making the customer feel safe by adding extra CCTV and providing more fitting rooms. Other improvements across the business include collect by car service, filing stock at night to allow staff to serve customers throughout the day, and a made to measure suit service in London stores. It is mentioned that as the business goes forward there will be a focus on people, technology and space. Running Time: 56m 17s 2 copies

Date: 1996

Reference Number: P10/1/31

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