Customer Service in Retail CPD Course

CPD Online College

This course will cover everything you need to know on the importance of good customer service in retail, you will consider the implications of giving bad customer service could have on a business, customer or an individual.

You will also explore the different types of communication, including face to face, by phone, email or via social media. You will also consider the different visual ques, both overt and subtle ones that happen when we interact with others.

You will also explore in detail on customer complaint handling and you will learn the skills needed to be able to handle them well, including phrases to use, words to avoid and how to turn a negative situation around. You will also explore the potential consequences of handling complaints poorly.

In the final unit you will learn how you can evaluate customer service and feedback and why it is important to listen to what customers are saying.

In order to complete the course, you must achieve 80% or more in the final multiple choice quiz.

You will earn 3 CPD points on completion of the course, this course will take around 3 hours to complete and the certificate will last for two years.

• Fully CPD registered
• Suitable for people working in retail
• Completed online with instant downloadable certificate
• Fully printed certificate posted next day
• Complete the online multiple choice assessment as many times as you need to pass

Units Covered

• Unit 1 – Introduction to Customer Service in Retail – In the first unit of the course, you will cover the aspects of customer service and the retail industry, including how each is defined and how they link, you will also learn why good customer service is important and what can happen if a customer is dissatisfied with the service they receive.
• Unit 2 – Communication and Body Language – In this unit, you will explore the role of communication and body language in customer service, you will consider how eye contact, gestures, language and body language can influence how successful our interactions are with our customers. You will also gain knowledge on suggested phrases that can help in difficult situations.
• Unit 3 – Dealing with Complaints – In this unit, you will look in detail how to deal with complaints and the implications of failing to deal with a complaint or mishandling one. You will also look at what to do in the unfortunate event that a complaint escalates to the point that you receive abuse or your safety is threatened.
• Unit 4 – Evaluate Customer Service and Feedback – In the final unit of the course, you will consider how positive and negative feedback can affect a business and how to go about evaluating it. You will also explore how the decisions you make when responding to positive and negative comments can affect the business overall.

Suitable for anyone working in retail, who wish to strengthen their customer service skills or anyone new in the retail industry.

You are required to complete a multiple choice quiz at the end of the course, you must achieve 80% or above to pass, if you don't pass first time, you can re-take as many times as you need to pass.

Suitable for anyone working in retail, who wish to strengthen their customer service skills or anyone new in the retail industry.