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AM Executive Breakfast Club: The secrets of John Lewis’ customer service revealed

Ex-John Lewis customer service specialist Andrew McMillan will share how he developed John Lewis’ much admired sales and service culture at the next AM Executive Breakfast Club.

The morning meeting will take place on February 11 at Simpson's-in-the-Strand, London and senior dealer bosses are being invited to attend for free.

John Lewis is consistently held up as an example of best practice for customer service and McMillan spent over 20 years of his career at the retail giant, with the last eight responsible for leading customer service across the department store division.

He now works as an advisor to the public and private sector and his presentation will explain how customer service should reflect a business’s internal culture, rather than trying to teach it and stick it onto an unhappy organisation.

He argues that creating a distinct, discernable and appealing personality for a business through the employees, by viewing them as an asset rather than a cost, can deliver a degree of long lasting competitive differentiation few achieve, but many aspire to.

Delegates will recieve a full breakfast at Simpson's-in-the-Strand and a chance to network and share best practice with senior figures in the UK’s automotive retail industry.
Attendance to this Executive Breakfast Club meeting is exclusive to senior dealer group executives.

Dealers can apply for their free place at https://www.am-online.com/Breakfast-club.aspx
 

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