Course Curriculum

Module 1: Who We Are and What We Do

In module one, we will deepen our understanding of what constitutes excellent customer service, with an overview of the role and responsibilities of a customer service provider.

Module 2: The Sales Process and Dealing with Customers at the Checkout

In module two, we will gain an in-depth understanding of the point-of-sale concept and the basic requirements for handling the checkout process. It also goes into detail about the personal characteristics required for dealing with this process.

Module 3: Importance of Consumer Behaviour

In module three, we will gain an insight into consumer behaviour and how to use it to your advantage as a retail worker. It also covers issues related to consumer behaviour such as out of stock products and labelling.

Module 4: Taking Trends and Targeting Customers Effectively

In module four, we will explore consumer trends and strategies for taking advantage of market trends to increase sales. It includes important guidance on how to target customers effectively.

Module 5: The Importance of Communicating with Customers

In module five, we will learn about customer communication, exploring advanced techniques and strategies for dealing with unhappy customers, from tone of voice to active listening skills.

Module 6: Identifying and Addressing Customer Needs

In module six, we will learn how to identify and address customers’ basic needs, with expert tips and advice on how to go the extra mile to ensure a satisfactory shopping experience.

Module 7: Generating Return Business

In module seven, we will gain a wide range of communication skills and be trained on how to address complaints, with advanced strategies for turning upset customers around.

Module 8: In-Person Customer Service

In module eight, we will develop our understanding of the rules regarding face-to-face customer service. It provides training on how to deal with at-your-desk requests and use body language to your advantage.

Module 9: Giving Customer Service over the Phone

In module nine, we will explore the rules for telephone etiquette, taking a look at its key advantages and disadvantages. It also includes tips and tricks for handling different customer service scenarios over the phone.

Module 10: Providing Electronic Customer Service

In module ten, we will learn the principles of internet etiquette, with tips on how to eliminate electronic ping-pong. We’ll also learn about the benefits and setbacks of electronic customer service.

Module 11: Recovering Difficult Customers

In module eleven, we will discover how to de-escalate the situation when dealing with angry customers, and establish some common ground with them. It also includes personal development strategies for dealing with stress and emotions at work.

Module 12: Understanding When to Escalate

In this final module, we will learn how to deal with a range of difficult scenarios within a retail environment, including how to deal with vulgarity, insults and physical threats in a professional manner.

Accreditation

All of our courses are fully accredited, providing you with up-to-date skills and knowledge and helping you to become more competent and effective in your chosen field.

Certification

Once you’ve successfully completed your course, you will immediately be sent a digital certificate. Also, you can have your printed certificate delivered by post (shipping cost £3.99). Our certifications have no expiry dates, although we do recommend that you renew them every 12 months.

Assessment

At the end of the course, there will be an online assessment, which you will need to pass to complete the course. Answers are marked instantly and automatically, allowing you to know straight away whether you have passed. If you haven’t, there’s no limit on the number of times you can take the final exam. All this is included in the one-time fee you paid for the course itself.