Interview with Customer Service Expert

Cody is a friend of mine from high school. Kind, spunky, and spirited, she knows how to handle customers and coworkers, and is always willing to go above and beyond the basics. Here she gives a few tips on working with customers and the retail industry in general.

What led you to this job?

I saw a post on Monster.com.  I had been working at Radio Shack while going to college and the assistant manager position was about $4.50 an hour more than I was making then.

What are the hardest parts about working in retail?

The way the public often treats you. A good number of customers are ok, a few are great/fun to help, but when they are jerks THEY ARE JERKS! I think the whole "The customer is always right" has ruined the public!
What do you enjoy most about working in retail?

Matching the customer's needs/wants with the right item. In my store we take their wants, lead them to the right item, and then design it for them so they get a one of a kind custom item.

I really enjoy the above aspect, but I also really love mastering what is expected of me. If the company gives me a goal for an indicator, I want to meet it and exceed it. I find ways to take what works on my level and then try to steal any info I can from others to develop “a science.” The satisfaction of doing so is great.
What have you learned from this job?

I have learned A TON. I have been with the company for 5 years now and am a totally different person. The way I thought one should manage five years ago, and how wrong I know I was now is amazing to me.

Not sure if you want to know this but, I have also learned how rude people can be. When I first started I was totally shocked by the sense of entitlement that the general public had, as well as their lack of manners when they are speaking with an “associate.”

Would you recommend a career in retail? Why or why not?

Yes and no. I think it is fun at times, very fast paced, challenging, and pays pretty well, when you get to management. I would not say it is for everyone. It is also VERY demanding. You work more during the times of the year most people value time with their families.

 For example we have a floorset on Christmas Eve, Mother's & Father's Day, Valentines Day, etc. And managers are often required to work these days because they are very busy. Because of the economy you are usually required to do two people's job and in the same time frame as one. This usually means quite a few hours that are actually unpaid.

When I have a family I will not want to work retail, because I don't want to give my child the impression that work/the money is more important than family.

Continue to Part II