How Retailers Can Attract Customer Service Talent from Other Industries

By Alan Miklofsky, December 14, 2024

In today’s competitive hiring landscape, retailers often face challenges in finding experienced staff. When retail talent is hard to come by, looking to other industries for skilled customer service professionals can open up a world of opportunity. Industries like hospitality, healthcare, and call centers are brimming with individuals who possess transferable skills, and with the right approach, retailers can attract these candidates to their teams.

Here are actionable strategies for drawing in customer service talent from outside the retail world:

1. Highlight Transferable Skills

Rather than emphasizing retail experience, focus on the skills that make someone successful in customer service—communication, problem-solving, and teamwork. These qualities are highly developed in roles outside retail, such as in hospitality or call centers.

Example: Use phrases in job descriptions like "Looking for skilled problem-solvers with a passion for helping people," rather than requiring "2+ years of retail experience."

2. Broaden Recruiting Channels

Expand your job postings to platforms and networks beyond retail. Partner with local colleges, trade schools, and even industry-specific boards for hospitality or healthcare. Consider leveraging LinkedIn to identify candidates with customer service experience in other sectors.

3. Offer Clear Career Growth Opportunities

Candidates from other industries may worry about long-term growth in retail. Overcome this by highlighting clear career advancement paths within your organization. Share success stories of employees who have risen through the ranks, showing that retail can provide a fulfilling career trajectory.

4. Tailor Job Benefits to Stand Out

To attract candidates accustomed to benefits in other industries, retailers should offer compelling perks such as:

- Flexible scheduling: Appeal to those from rigid shift-based industries like healthcare or hospitality.

- Bonuses: Tie them to customer satisfaction or team performance to incentivize excellence.

- Educational opportunities: Offer training or certifications to enhance their skills and career potential.

Example: “Join us and gain retail management certification within your first year!”

5. Simplify and Speed Up the Hiring Process

A complicated application process can deter great candidates. Eliminate unnecessary steps like mandatory cover letters and focus on interpersonal skills during interviews. Speed up decision-making to prevent losing candidates to other opportunities.

Actionable Tip: Host open interviews or provide virtual application options to make the process more convenient.

6. Emphasize a Collaborative and Inclusive Culture

Candidates from other industries are drawn to work environments where they feel valued and supported. Highlight your store’s culture in job ads and during interviews, focusing on teamwork and positive relationships.

Example: “We’re a team that works together to ensure every customer leaves happy—and we’d love for you to join us.”

7. Provide Comprehensive Training

Assure candidates that you’ll equip them with all the retail-specific skills they’ll need to succeed. Offer onboarding programs that teach product knowledge, POS systems, and sales techniques.

Actionable Tip: Include language like, “No retail experience? No problem! We’ll train you to be successful.”

8. Create Targeted Job Ads

Design job ads that resonate with candidates from other industries. Use industry-neutral titles like "Customer Success Specialist" or "Guest Service Associate," and emphasize how retail roles provide variety, daily interaction, and rewarding customer engagement.

9. Incentivize Employee Referrals

Leverage your current employees’ networks to find talent. People with customer service skills from other industries may already be connected to your team. Offer bonuses for successful referrals.

Actionable Tip: “Know someone great at customer service? Refer them and earn a bonus!”

10. Network with Industry Groups

Connect with local organizations or associations focused on hospitality, call centers, or healthcare. These groups often include individuals seeking new opportunities that align with their skills.

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By implementing these strategies, retailers can build a diverse team of talented customer service professionals, even if they lack direct retail experience. Expanding the talent pool in this way ensures that retailers are staffed with skilled individuals who can deliver exceptional service and contribute to long-term success.