Marks & Spencer Money – M&S Bureau
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M&S Money operate a Bureau de Change in Marks and Spencer retail outlets and sell and buy foreign currency (and travellers cheques) to both the inbound tourist customer and outbound UK holidaymakers and business travellers. Marks & Spencer Travel Money is one of the fastest growing Foreign Exchange Businesses in the UK and is a top five player in the market.
M&S Money commissioned Dynamic to develop a number of e-learning modules to train bureau staff in the correct procedures for buying and selling foreign currency and cheques.
The content of the training was designed to give employers an introduction to working in a Bureau and to be used in conjunction with coaching time in the bureau and reading of the operational procedures. Modules covered included;
- Introduction to M&S Money Bureau
- Bureau Products
- Bureau Selling and Service
- Bureau Compliance
- Bureau FAQ
Following the implementation of the programme, M&S Money saw a significant decrease in transaction errors and an increase in customer satisfaction which resulted in increased sales for the Bureau.