Protocol of Handling an Accidental Overcharge

Although it shouldn’t be a regular occurrence it can happen in an instance, and it happens to everyone who has to manually punch in the amount charged to a credit card.  You are talking to the customer, or perhaps your finger lingers too long on a 0.  Maybe you are just feeling so flustered and… Read More

A Few Tips on Handling “Neglectful” Parents & “Misbehaving” Children in your Store

I was in H&M at Baybrook Mall sifting through the children’s racks for an entire wardrobe for my stepson’s visit last summer.  In my hip I had my daughter, and to my side stood my four year old step son.  I was not finding the selection I normally did and as I took a moment… Read More

Adjusting Your Customers to the Idea of Paying Full Price

The recession is coming to an end and it is time to make the shift of focus from promotions to raising that bottom line.  Just as discussed last Tuesday, change is inevitable and as the sales associate you are going to have to help customers with their frustrations as week long 40% promotions come to… Read More

When District Managers Distract

Last Wednesday as my Grandmother and I entered Pier 1 Imports and for the snowiest day of the year the store actually had three different sets of customers. The store was also filled with the laughter of five Pier 1 employees, only one wearing the blue Pier 1 apron.  One wore only a sweater and a name tag,… Read More

Field Training

One of the beauties of customer service is that we have the rare opportunity to play both sides of the field at any given point of our day.  I once had a boyfriend who was also a store manager in my company (yes one of those forbidden and torrid long distance in work affairs) who… Read More