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Customer service is always in fashion


Seven years ago in Victoria, Australia, Jess Pulham was in her final year at high school trying to figure out what she’d like to do with her life. She was anxious to make the right choice and says following her friends to university seemed the only option.

But her decision to go in a different direction turned out a lot better than she could ever have imagined.

Jess started a traineeship with an accountancy firm, then, moving to New Zealand at age 18, started her retail career as an assistant at Carvin Streetwear fashion boutique, in Gore.

Boutique owner Chanelle Purser, could see her potential and signed Jess up for ServiceIQ formal on-job retail training. It was an ideal opportunity to earn as she learned. Over several years, she achieved several recognised retail qualifications, including a NZ Certificate in Retail (Level 4) which gave her the skills she needed to step up to a management role.

In her third year at the popular store, Jess was nominated as a regional finalist in New Zealand’s Top Shop Awards. Twelve months later she was nominated again and this time she took out the ultimate prize, ServiceIQ Retail Professional of the Year Award 2015 at the glittering event in Christchurch.

Looking back on her early decision to earn and learn on the job, she encourages others to get a job they enjoy and upskill to qualify.

“I got a job, gained my ServiceIQ qualifications. I won the award. At 25, I’m running the store and one day I’d like to own my own,” says Jess. “It’s was the right move for me and all my friends who went off to university think what I’ve achieved is awesome.”

Last year, Chanelle handed the store’s leadership to Jess who relishes the challenge of managing staff, rosters, banking, budgeting, wages, accounts, merchandising, marketing and buying new stock.

Apart from increasing her skills, knowledge and confidence, one of the most important things training taught her that she still uses today is how to manage staff and more difficult customers.

Jess Pulham circle It also gave her a deeper understanding of legislation and how to apply it to the business.

In fact, she has rewritten important parts of legislation in plain English and made a poster for the staff room to make sure everything is done by the book.

Jess agrees skilled staff are vital for business reputation and success.

“Staff are everything. Service is our number one offer. If you get something wrong, ten people are going to hear about it in the space of half an hour,” she says.

She absolutely believes in the value of on-job training. She has one full-time staff member who completed NZ Certificate in Retail (Level 2) last year and who is looking at going on to Level 3.

For more information, please contact ServiceIQ on 0800 863 693 or email