Retail Jobs: Customer Service Is Where It’s At
by John Kirkland, Center Director at the Bronx Workforce1 Career Center
A recent article in Women’s Wear Dailycarried the simple and rather bland title, “Customer Service: Getting Back to Basics.”Yet another article on the basic tenets of customer service, I thought. You know, “discover the customer’s needs, suggest solutions, provide product information, answer objections, ask for the sale, and repeat.”
Wrong.
Customer service is no longer a retailer “nice-to-have,” it is a critical element, maybe the critical element, in the brick and mortar retailer’s competitive arsenal. Said Steve Sadove, CEO of Saks Inc., “Service is even more important than it’s ever been. If I’m going to spend the time and effort of going to a store, the service had better be good.”
When you think about it, it’s easy to see why. Shoppers today have so many alternatives that don’t involve going anywhere or spending any money to get there. Just fire up the internet or the smart phone and order away. In-person service is where the retail store can separate itself from the online competitors and make the shopping experience not only worthwhile, but even compelling.
And it’s the retail employees – from the sales floor to the stockroom and beyond – that deliver that service. The Bronx Workforce1 Career Center leads the retail hiring efforts for the entire, citywide Workforce1 system. We are particularly sensitive to the needs of the retail accounts we serve with our recruiting and pre-screening services. And, it is crystal clear that customer service is on the top of retailers minds!
So, if you are looking for a job in the retail industry, here are some things you should keep in mind when you interview to show the retail hiring manager that you are on top of your game:
- Obviously, emphasize the importance of customer service; your understanding of it; your commitment to it; your enthusiasm for it and your desire to become expert at it.
- Be ready with several specific examples of great customer service you have delivered, regardless of the job you were doing at the time. Every job has some customer service element.
- Know the lingo….retailers like Target often call sales associates “Team Members” and customers “Guests.” Why? They know great customer service is a team effort and that they are lucky to have customers in their store rather than home and online.
- Ask about any customer service training that the employer might offer. Several major retailers, including Saks, The Container Store, and Macy’s believe so strongly in it that they spend well in excess of the industry average to train and maintain excellent service as a competitive strength.
- If you think you could use a refresher in advance of getting into the job market, check out the customer service offerings at LaGuardia Community College and Jobs to Build On. Both offer a 10-hour course in the basics.
Remember, in retail, customer service is where it’s at!
John Kirkland is the Center Director of the Bronx Workforce1 Career Center. If you have a question or comment for John, drop him a note below. And, don’t forget to share this advice with your friends on Facebook, Twitter, LinkedIn, or your favorite social media site.
Hi, I am searching for a retail position and I happen to stumble upon this article. Your advice is very helpful but I would also like to add in that many retailers have job descriptions that say “must have prior retail experience” or “retail experience preferred but not required.” It is one of my current roadblocks because I have no retail experience yet.
All is not lost however, I found that I could simply use my past experiences and pick out skills that match up with the retail qualifications. Okay, so it may be a step down from having retail experience but it still experience right? I am hoping to get past these roadblocks soon since the above quotes can be very irritating to look at. Perhaps this is why the unemployment rate in America is still down?
Hi Eric, Your plan of picking out skills that match with the retail qualifications is right on! You figured out a great strategy that we talk a lot about in other blog entries and in the resume workshops.
Hi, I wanna know how can I become a Front Desk Concierge at a prestigious hotel even if I don’t possessed any experience in the hospitality field. But I do got five years of Customer Service and Retail experience working with the public. I also have Clerical office skills from my current volunteer work for the Department of Sanitation in NYC. My question is: How can I get started in applying for a Front Desk Concierge position at a pretigious hotel in NYC? Please help me find a solution to my question. Thank you, I hope to hear from you via email! Yours Truely, Glorivee Gonzalez
Hi Glorivee Gonzalez, You should read this interview we did with the hiring managers at Aloft, a boutique upscale hotel in Harlem. The hiring managers give some insight into how they value previous work experience. Then, make an appointment to speak with a Career Advisor at one of the Workforce1 Career Centers.
Thank you very much Workforce 1 for the opportunties you have provided me! It is nice to know there are still jobs available even during the recession.
I have been looking for employment for quite some time without luck. I came across Workforce 1 and thought I’d give it a shot. I have minimal experience in customer service but I think what did it for me was nailing the interview. Workforce 1 referred me to Century 21 and they hired me on the spot.
Retail managers are looking for people that have potential to represent their brand. You don’t necessarily need retail experience because many jobs start at entry level. I think that if you are willing to be trained with a strong willingness to learn, you can succeed in this industry.
Michelle, Congratulations on your new job. Please let us know how we can continue to support you in reaching your career goals.
Hello my name is Jessica and I have apply to almost everything target macys and even the gap and thing its to so hard to find a job and it seems like the more I apply the I don’t get a call back or a interviee
Hi, That’s a tough situation to be in! But don’t give up. It may be that some simple changes to your resume, will make the difference. Have you attend a resume workshop?