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Level 2 & 3 in Retail Customer Service Training cover image

Level 2 & 3 in Retail Customer Service Training
Training Express Ltd

CPD Certified | Free PDF & hard copy Certificate | Free Retake Exam | Lifetime Access

Summary

Price
Save 22%
£15 inc VAT (was £19.25)
Offer ends 31 August 2026
Study method
Online, On Demand 
Course format
10 Videos (with subtitles and transcripts) and 2 PDFs
Duration
1.5 hours · Self-paced
Qualification
No formal qualification
CPD
10 CPD hours / points
CPD What's this?
Certificates
  • Digital certificate - Free
  • Hard copy certificate - Free
  • Reed Courses Certificate of Completion - Free
Assessment details
  • Multiple Choice Questions (MCQ) (included in price)
Additional info
  • Tutor is available to students
199 students purchased this course

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Overview

✩ Trusted by Over 10K Business Partners & 1 Million Students Around the World! ✩

[Updated 2026]

Customer service is no longer just a support function—it’s the heartbeat of every successful business. Studies show that 83% of UK consumers feel undervalued by brands, and poor customer service is costing businesses a staggering £7.3 billion every month in lost productivity and churn. To stand out in today’s competitive market, professionals must master customer service, communication, and conflict management at the highest level. That’s why we’ve designed the Level 2 & 3 Customer Service.

This advanced training package covers everything from building excellent customer relationships to handling complaints with confidence and professionalism. You’ll gain vital skills in retail customer service, master protocols, and develop strategies to strengthen client loyalty. The program also integrates, ensuring you understand compliance requirements that protect businesses and customers alike.

Whether you’re just starting in customer service, working towards career progression, or seeking to sharpen your communication and conflict resolution skills, this Course will give you a strong competitive edge.

Learning Outcomes

By the end of the course, learners will be able to:

  • Fully understand the sales process and deal effectively with customers at checkout
  • Demonstrate in-depth knowledge of consumer behaviour and customer needs
  • Understand the Point-of-Sale (PoS) concept and the different types of POS
  • Use body language to their advantage and to deal with difficult customers
  • Take advantage of trends to target customers effectively and in the best possible way
  • Demonstrate excellent active listening, body language and communication skills
  • Identify and address customers’ needs, and go the extra mile to satisfy them
  • Turn difficult customers around and handle complaints and bad manners effectively
  • Deal with at-your-desk requests and use proper telephone etiquette
  • Provide electronic customer service and understand internet etiquette rules

Key Features

  • Instant e-certificate and hard copy dispatch by next working day
  • Fully online, interactive course with audio voiceover
  • Developed by qualified safeguarding professionals
  • Self-paced laptop/tablet/smartphone-friendly learning
  • 24/7 Learning support and assistance

Certificates

Assessment details

Multiple Choice Questions (MCQ)

Included in course price

CPD

10 CPD hours / points
Accredited by CPD Quality Standards

Curriculum

This course contains

Format: 10 Videos (with subtitles and transcripts) and 2 PDFs

Duration: 1h and 33m

    • 1: Module 01: Introduction to the course 14:51
    • 2: Module 02: Who We Are and What We Do 09:40
    • 3: Module 03: Establishing Your Attitude 10:27
    • 4: Module 04: Identifying and Addressing Customer Needs 09:43

    • 5: Module 05: Generating Return Business 08:40
    • 6: Module 06: In-Person Customer Service 06:59
    • 7: Module 07: Giving Customer Service over the Phone 08:11
    • 8: Module 08: Providing Electronic Customer Service 06:59
    • 9: Module 09: Recovering Difficult Customers 08:02
    • 10: Module 10: Understanding When to Escalate 06:59
    • 11: Leave a Review 01:00
    • 12: Certificates 01:00

Description

Course Curriculum:

  • Module 01: Introduction to the course
  • Module 02: Who We Are and What We Do
  • Module 03: Establishing Your Attitude
  • Module 04: Identifying and Addressing Customer Needs
  • Module 05: Generating Return Business
  • Module 06: In-Person Customer Service
  • Module 07: Giving Customer Service over the Phone
  • Module 08: Providing Electronic Customer Service
  • Module 09: Recovering Difficult Customers
  • Module 10: Understanding When to Escalate

Certification

Once you’ve successfully completed your course, you will immediately be sent a FREE digital & Printed certificate (only printed certificate delivery fee applicable). Our certifications have no expiry dates, although we do recommend that you renew them every 12 months.

Who is this course for?

This Retail Customer Service training course is ideal for those who work in retail or aspire to kickstart a career in this sector. It includes Theoretical training for:

  • Retail Assistants
  • Sales Advisors
  • Sales Associates
  • Store Managers

Requirements

Learners do not require any prior qualifications to enrol on this course.

Career path

  • Retail Store Manager - £22-40k/year
  • Retail Buyer - £25-50k/year
  • Retail Merchandiser - £20-40k/year
  • Customer Experience Manager - £30-60k/year
  • Customer Service Representative - £18-25k/year
  • Sales Associate - £16-25k/year

Questions and answers

There are currently no Q&As for this course. Be the first to ask a question.

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Reviews

4.3
Course rating
88%
Service
88%
Content
85%
Value

Legal information

This course is advertised on Reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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