Latest / Sorry, It’s Discontinued: Celebrating the World of Retail, the Retail Associates Who Keep It Going, and the Stores and Brands We Love
Retail Customer Service Isn’t What It Used to Be
In this follow-up episode of Sorry, It’s Discontinued: Behind the Counter, Hilary takes a deeper look at how customer service in retail has evolved — from the golden age of department stores, handwritten thank-you notes, tea rooms, and personal connections to today’s fast-paced, digital-first shopping culture.
Hilary explores how luxury retail, beauty counters, and customer service have changed over time, while discussing retail burnout, emotional labor, workplace stress, and the pressure retail workers face in modern sales environments. The episode also reflects on empathy, kindness, and the…
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