INTRODUCTION Customer service has become one of the most important aspects for any business (LeBoeuf, 2008). Businesses that are able to offer better customer services are able to flourish in this competitive environment (Kotler, & Keller, 2007). If successful businesses are analyzed, then it can be found that businesses that not only concentrate on their products but also focus on their services are able to do well than those that do not emphasize on their services (Kumar, 2008)…
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Marks and Spencer has successfully expanded its market and today it has more than 900 retail outlets all over the world. It is also listed in London Stock Exchange. The company however started facing problems relating to its marketing department. Main theme of Marks & Spencer was to provide high quality and innovative products along with exceptional services but the company has started to fail in achieving these objectives because of the wide expansion in their product portfolio. Due to the expansion in the portfolio the company has lost its main objective slightly and because of this reason, competitors are able to grab the opportunity. However, the quality of service has been one of the hallmarks that have helped the company to survive difficult times and make sure that the company is able to do well than its competitors. This report analyses my personal experience that I have gone through during my employment at Marks and Spencer. The report analyses and evaluates not only my experience, but the experience of the overall team with which I was working. The report also highlights the success reasons of the team and the success factors because of which the team was able to accomplish the project appropriately and successfully. The report also presents the scenario and case that Marks and Spencer was facing and how our team helped the company to solve the issue and make sure that the company flourishes. This report also reflects my personal skills that I have developed during the employment period. Moreover, the report also highlights how I have been able to use my marketing concepts and knowledge at the organization that helped Marks and Spencer to achieve its objectives. EVALUATING THE WORK OF THE TEAM Marks and Spencer is a big name in the retail industry of United Kingdom as well as in other European countries. However, the company has been facing different types of issues. Some of the major issues that Marks and Spencer has been facing include: Bad positioning Uncompetitive prices Unavailability of the product in some of the outlets of the company Lack of awareness of the product in the mind of consumers Not focusing on traditional marketing techniques and promotional tools Issues in the Customer services of the company I found the abovementioned issues that have negatively impact the company and its sales over the years. However I was working in the customer services department and therefore the main issues that I have identified in this department include: Proactive customer services Poor presentations Ensuring customer satisfaction level Offering more products to customers or increasing sales per customer As a customer sales representative, I along with my team mates was assigned different tasks to solve the abovementioned issues. Our team was given training in order to improve the customer relationship and build better relations with the customers. Moreover, our team also worked ourselves and formulated different strategies in order to improve the reputation of the retail outlet in which I was working. At Marks and Spencer, employees are given some kind of freedom on how to satisfy the customers however they are given a broad outline of how to go
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(“Placement Report Essay Example | Topics and Well Written Essays - 1500 words”, n.d.)
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(Placement Report Essay Example | Topics and Well Written Essays - 1500 Words)
“Placement Report Essay Example | Topics and Well Written Essays - 1500 Words”, n.d. https://studentshare.org/marketing/1480587-placement-report.
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