M&S employee bags Trrain Customer Service award

12 Feb '16
3 min read

An employee of the Indian subsidiary of Marks & Spencer (M&S), Velu Mwinning has bagged the gold award for Customer Service Excellence at the 5th Annual Trrain Retail Awards.

“The Trrain Retail Awards aims to recognise and reward exemplary performers in retail and create benchmarks for customer service excellence in retail in India,” a M&S India press release said.

“Velu's story of excellence stood out as one of the 15 selected among the 800 entries coming from over 75 retailers from more than 100 cities and town across India,” it added.

Velu, 46, has worked with M&S for the last seven years, starting out as a security guard and has steadily climbed the career ladder to become a customer service associate.

“Velu travels 150 kilometres every single day to work at the M&S store in Chennai, but a recent special customer request brought him national recognition from the Trrain Retail Awards jury,” the UK based retailer stated.

According to M&S, Velu attended a customer, who requested one garment to be altered and delivered on the same day for an important occasion.

As the store's in-house tailor was unfortunately unavailable on the day, Velu promised the customer that he would have it done for him and delivered the garment to him the same evening in Vellore.

“This meant Velu travelling another hour and a half, despite which Velu delivered the garment on time and honoured his promise to the customer,” M&S noted.

“Velu touched his customer's heart and truly exemplified M&S's core values of inspiration, innovation, integrity and in touch,” the company informed.

Shalini Naagar, head human resources Marks & Spencer India & South Asia, said, “Our people continue to be the most important part of our company.”

“They drive the high performance culture that is vital for our future success and embrace the values that make Marks & Spencer quintessentially different,” she too added.

Velu also said, “I love working with M&S and really enjoy its culture, while I also like interacting with different people, which I get to do as a part of my job. I believe that loving my job is the secret to my success.”

Speaking about the importance of recognising excellence amongst sales staff, BS Nagesh, founder at Trrain said, “There is an urgent need to bring dignity and pride amongst the retail workforce and this forms the crux of the Trrain Retail Awards.”

“Exceptional performances that are fulfilling customer expectations, commitment beyond duty, product knowledge, team-work and commercial results are identified and brought to light,” Nagesh observed.

He further added that retail associates in India come from humble backgrounds and work relentlessly every day.

“They are often looked down upon by customers, they work long hours giving their best to delight customers and making the retail business profitable, but are seldom recognised for their contribution,” Nagesh too noted. (AR)

Fibre2Fashion News Desk – India

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