15 October, 2018

GOODWILL TO ALL

Sarah joined us in August 2014 and her first M&S Christmas was just a few months later. She remembers how exciting it was to see all the festive products flooding into the store and how busy it was from her position on the Customer Service Desk. She’s always felt that there’s a special atmosphere at Christmas which has been rekindled year after year. “Everyone feels so festive and happy – the days fly by,” Sarah says.

She’s been part of a team of people who go out of their way to make Christmas special for our customers. But they get a lot back in return, as Sarah explains: “Working over Christmas has given me a lot of knowledge about retail and how things operate over the busiest period. I’ve also learned that customers need a lot of help when choosing Christmas presents and I’m only too delighted to make suggestions. It’s great to offer a bit of goodwill, but it’s also helped increase my product knowledge. I’ve also been able to help out in a variety of departments which has given me a lot of experience.”

After spells on the Customer Service Desk and in Bureau de Change, Sarah has found her niche in the Food Hall of our Cheshire Oaks store, where she’s a Section Co-ordinator and loving the fast pace. There are quite a few reasons why Sarah is proud to be part of M&S: the service we always deliver with a smile; the quality of our products; our Plan A environmental commitment; our generous benefits such as the chance to ‘buy’ extra holiday; and her amazing colleagues – Sarah has taken the Level 2 Apprenticeship and she enjoys sharing her knowledge of what it takes.

Sarah has also been impressed by the generosity of our refund policy – from first-hand experience: “A customer came to the Customer Service Desk for a refund and mentioned that her husband had sadly passed away a week before. Her receipt was outside the refund policy by one day. When I checked the items, they had gone down into the sale so I gave her a refund for the full amount. She was happy with this but started crying. I took her to the cafe and bought her a coffee to calm down. She thanked me and said she did not expect anything like this.”

Perhaps not, but we never forget that shoppers aren’t just customers – they’re real people.

Inside M&S