Embedded Files
Telephone Etiquette and Store Phone Numbers
Telephone Etiquette and Store Phone Numbers
When answering the phone, your greeting should be:
“Thank you for calling The Harvard Shop at (JFK, Mt. Auburn, or Garage)! This is (your first name), how may I help you?”
If you are unable to answer a question on the phone, check to see if the answer is available on the portal. If you cannot find the information there, take the caller’s information (name, number, email and question/issue) and relay the message to the appropriate team member or manager. A list of managers and their contact information is provided on the THS Portal and on our website. If you can resolve the question yourself, call the customer back as soon as possible.
Garage: (617) 945-2150*
Garage: (617) 945-2150*
JFK: (617) 864-3000*
JFK: (617) 864-3000*
Mt Auburn: (617) 714-5007
Mt Auburn: (617) 714-5007
*Currently unavailable due to COVID-19
Loss Prevention
Loss Prevention
How to check for a counterfeit bill:
There are black felt tip counterfeit-bill checking pens in the stores. If you test the pen on $50 or $100 bills, real bills will have the ink turn yellow; fake bills will have the ink turn black. We no longer accept $100 bills.
Please check for the printing of the bills as well.
If you believe that the bill is a fake, please kindly return the bill to the customer and ask them to pay in another form of payment.
What to do if you suspect a customer is shoplifting:
It’s VERY important that you NEVER directly accuse anyone of shoplifting, even if you are sure you’ve seen it happen. You should still treat a suspected shoplifter as a store guest, if not even more so! Also never demand that someone return stolen goods. Instead, try the following:
Over-greet the suspected shoplifter: let them know YOU know where they are in the store, and that you’re watching them. Do this by being loud and overly friendly, offering help multiple times, commenting/complimenting them on their appearance (lets them know you remember what they look like)!
Stay near the suspected shoplifter: tidy merchandise or clean near them, continuing to chat with them. This discreetly lets them know you’re not going to give them the opportunity to steal.
If you see someone slip merchandise into their bag, ask “How would you like to pay for that (merchandise)? We take cash and all major credit cards!”
Most shoplifters will be uneasy and dissuaded to try to steal anything if you employ these techniques. However, there may still be some bolder ones: NEVER PHYSICALLY TRY TO STOP A SHOPLIFTER. This could put you in serious danger (if they’re willing to steal, who knows what else they could do!) THS would much rather lose a t-shirt than have an employee harmed in any way.
What to do if you suspect a customer is using a stolen card:
Read the person. Don't do anything that you think will put you in danger.
Ask for a form of ID for verification.
If the ID does not match the name in the credit card, tell the customer we cannot use the card as a form of payment.
If the customer claims they don't have an ID, tell them we cannot process the payment with a card. Ask if they can pay in cash.
Contact Information
Contact Information
If a customer has a question about a web order, give them the web number/email address. Do not give the general office/Sarah's number. These are on the Home Page.
Emergency
Emergency
Of course, if there is any urgent problem, call one of the numbers on the front page.
Report abuse