Eileen Lee

Customers: the troublesome five

Marshall Field, founder of the Chicago-based Marshall Field and Company department store chain, once quipped: “Right or wrong, the customer is always right.”

By Eileen Lee

Like it or not, dealing with challenging customers is part and parcel of any frontline job in the retail industry. Being in such a customer-centric role requires tenacity and a good attitude, especially since the objective is often to deal with and manage the expectations of others to create a memorable customer experience.

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