Managing service Marks & spencers

Order Description . my topic is Marks and Spencer. additional points to put in the report; what m&s offers; talk about the blue print you have to create a blue print for m&s customer journey mapping emotions mapping (how you feel put maps and describe it ) use how you're feeling (terrible good excellent poor like that|) I'm also attaching an example of it use m&s benchmark only focus on clothing department. if you can please add: customers reactions to problem absolutely furious basically terrorising them by posting on the Facebook page. in the lecture my lecturer spoke about an example from her experience why don't customers complain? during her daughter's delivery to her 3rd baby, the hospital nearly killed her daughter so instead of complaining (she was asked to fill in a form) she said she didn't want but in return wanted a promise from them so they never repeat this and this shouldn't happen to anyone else. employees recovery- eco, fighting (she also said the doctor's were fighting and the nurse there was screaming that she won't allow one doctor to see her patient) please add these whenever necessary ( my teacher wants us to use example from her lecture ) im also attaching lecture slides please us them too. its 90% of my course please write is accordingly. you can message me time you need.