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Retail : Retail Customer Service

Level 7 Advanced Diploma | *FREE PDF Certificate* |*100% Pass Rate* | 200 CPD Credits | *Free Supply Chain Course*

CPD Courses


£12 inc VAT
Study method
620 hours · Self-paced
No formal qualification
200 CPD hours / points
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

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Retail Customer Service

CPD Accredited Retail Customer Service Certificate with 200 CPD points. This course comes with easy to understand e-learning study materials.

Retail Customer Service

Interested in becoming the next big retail superstar? Ready to take an existing retail career to the next level? With an advanced Level 7 Diploma in Retail Customer Service, this dynamic global sector could be yours for the taking!

Retail Customer Service

Retail Customer Service could be defined as the various interconnected processes that help buyers procure the products they need from sellers. In reality, there’s so much more to successful retail than this. Along with fulfilling every customer’s basic requirements, successful retail is about every step of the customer’s journey from start to finish. Effective Retail Customer Service ensures the customer enjoys a pleasant, positive and memorable experience from the moment they enter the store. It helps customers shop confidently and with ease, while at the same time helping the business anticipate and deal with important issues. Ultimately, it’s neither product quality nor affordability that the customer remembers. It’s the extent to which the retailer they visited exceeded their expectations and left a lasting impression.

Course Benefits

Each of our online courses has been tailored to suit the needs and preferences of distance learners. This exclusive Level 7 Diploma in Retail Management is open to candidates worldwide - enrol today and gain access to the following benefits:

  1. Inclusion of all study aids and learning resources in the initial course fee - no additional materials required at any time.
  2. Expert support provided by your personally-assigned tutor as you study, along with our wider student support team.
  3. Complete freedom from deadlines and time restrictions, allowing every candidate to study in their own time and at their own pace.
  4. Open and accessible online education, with no entry requirements to fulfil and no geographical restrictions.
  5. The opportunity to fast-track your career in any Retail setting, with an accredited Level 7 Diploma in Retail Customer Service Management on your resume!

This advanced Level 7 Diploma in Retail Management is ideal for anyone looking to reach the very top of the ladder in the retail environment. Master the art of dealing with difficult customers, learn how to accurately read customer behaviour and examine the most important stock management issues in Retail Management. Study in your own time at a pace that suits you, with complete support provided by your own personally-assigned tutor.

Sign up online and your career in high-level Retail Management starts today!


Successful completion of this course enables students to progress onto the following courses:

  • Course in Customer Service
  • Diploma in Customer Service

Learning Objectives

The primary objective of this course is to help candidates transition from entry-level retail positions to supervisory or leadership roles. Whether already working in retail or considering a change in career direction, this Level 7 Diploma in Retail Management could help you take that next big step. Course content probes beyond the basics of retail to explore an extensive range of advanced management concepts. Ultimately, candidates emerge primed and ready for successful careers in retail management.

The course is delivered over a series of 20 modules - each focusing on a different aspect of Retail Management.

Upon successful completion of this retail management programme, candidates take away the most essential industry-specific skills, talents and knowledge including:

  • The importance of smart selling in a retail environment
  • How to pre-empt and satisfy customers’ expectations
  • Techniques for dealing with difficult customers and situations
  • How to become a more effective personal seller
  • The importance of communication skills in retail management
  • Advanced knowledge of key stock control issues
  • How to assume a leadership position in a retail environment
  • Detailed knowledge of customer-focused selling
  • How to boost productivity in the workplace


200 CPD hours / points
Accredited by The CPD Standards Office

Course media


Retail Customer Service

Course Outline

Competition for more advanced positions in most Retail environments is intense. By boosting your CV with an advanced Level 7 Diploma in Retail Customer Service Management, you stand every chance of gaining an important edge over rival candidates. This fully-accredited distance learning program is delivered over a series of eight modules, covering the following retail management concepts:

Unit 1 - Customer Services : An Introduction

This Retail Customer Service unit covers the following topics:

  • Elements of Customer Service:
  • Classification of Customer Service
  • Service Quality & Customer Service
  • Effects of Poor Service on a Business
  • Plus more

Unit 2 - Understanding Your Customers

This Retail Customer Service unit covers the following topics:

  • Identifying Customer Expectations
  • Benefits of Meeting Expectations
  • Means of Identifying Customer Needs
  • Triggers and Customer Needs
  • Plus more

Unit 3 - The Customer-Focused Organization

This Retail Customer Service unit covers the following topics:

  • Style Of Leadership
  • Performance Management
  • Coaching and Development
  • Developing a Reward and Recognition Scheme
  • Criteria for Rewards
  • Plus more

Unit 4 - Creating Customer Service Strategy

This Retail Customer Service unit covers the following topics:

  • Involvement of the Top Management
  • The Role of the Manager and the Role of the Leader
  • Important Areas of Focus for Customer Service Strategy
  • Establishing a Customer-Focused Culture
  • Plus more

Unit 5 - Implementing a Service Excellence Strategy

This Retail Customer Service unit covers the following topics:

  • Marketing a Service Strategy
  • Engender Ownership
  • Continuous Improvement
  • Establish a Steering Group
  • Plus more

Unit 6 - Advance Training & Development for Effective Customer Service

This Retail Customer Service module covers the following topics:

  • Importance of Training and Development in Customer Service
  • Identifying Training and Development Objectives
  • Training and Development Methods
  • Plus more

Unit 7 - Building Better Teams

This Retail Customer Service unit covers the following topics:

  • Defining, Evaluating and Managing Teams
  • The Stages of Team Development
  • Plus More

Unit 8 - Concept of Empowerment & Ownership

This Retail Customer Service unit covers the following topics:

  • Valued People Value Customers
  • Myths about Empowerment
  • Empowerment is Appropriate for All Organisations
  • Developing a Set of Discretionary Awards
  • Plus more

Unit 9 - Effective Communication

This Retail Customer Service unit covers the following topics:

  • Importance of Effective Communication
  • Developing A Communication Strategy
  • Communication of Service Quality to the Internal Customer
  • Training Material
  • Plus more

Unit 10 - Active Listening

This Retail Customer Service unit covers the following topics:

  • The Basics of Active Listening
  • Understanding the Communication Process
  • Plus More

Unit 11 - Building strong relationship with Customers

  • Incentives and Loyalty Schemes
  • Operational CRM
  • The Goal of CRM (Customer Relationship Management)
  • The Primary Stages of the CRM Value Chain
  • Plus more

Unit 12 - CRM (Customer Relationship Management)

  • Different Faces of CRM
  • Privacy Issues
  • Development of Customer Relationship Management Plan
  • Strategies for Customer Retention
  • Plus More

Unit 13 - The Right Way to Manage Unprofitable Customers

  • Dealing with Unprofitable Customers
  • Change Unprofitable Customers into Profitable Customers
  • Evaluating Your Customers’ Value, Segment by Segment
  • Plus more

Unit 14 - Handling complaints

  • Performance Response Standards
  • Complaints Analysis Reports
  • Resolving Problems and Quality-Improvement Activities
  • Plus more

Unit 15 - Conflict Resolution

  • Understanding Conflicts and Its Types
  • Different Stages of Conflict
  • The Role of Communication in Conflict Resolution
  • Conflict Management

Unit 16 - Anger Management

  • The Assertiveness Formula
  • Questioning Skills
  • Other Ways of Managing Anger
  • Relaxation Techniques

Unit 17 - Stress Management

This Retail Customer Service module covers the following key topics:

  • Understanding Stress
  • Strategies to Manage stress
  • Time Management

Unit 18 - Time Management

This Retail Customer Service module covers the following key topics:

  • Prioritising your Time
  • Changing Our Perspective
  • Setting Goals with SPIRIT
  • Setting Up a Routine

Unit 19 - Telemarketing

  • Verbal Communication
  • Exceptional Things About Telephone Sales
  • Active Listening Skills
  • Developing Your Script
  • Pre-Call Planning

Unit 20 - Importance of Feedback in Customer Service

  • Barriers to Listening
  • The Monitoring of Complaints and Compliments
  • Self-Completion Questionnaires
  • Measuring Customer Loyalty
  • Plus more

Who is this course for?

Retail Customer Service

We’ve designed our Customer Service Advanced Diploma Level 7 with comprehensive flexibility and accessibility in mind. Suitable for anyone looking to build a rewarding career in customer service, both job seekers and existing members of the workforce alike could find this exclusive program invaluable. In addition, business owners and entrepreneurs could benefit from targeted customer service training, as could managers, supervisors and team leaders at all levels.

Retail Customer Service

CPD Courses is proud to offer a uniquely flexible approach to distance learning, open to candidates with the desire to succeed on a global basis. Our courses are free from the usual deadlines and time restrictions, with course materials accessible 24/7 via our innovative digital learning platform. Candidates are assisted from start to finish by their own personally-assigned tutors and all assignments and assessments can be completed remotely – no classroom exams or in-person meetings required.

Retail Customer Service

With enrolment open 365 days a year, why not take that first important step towards the career you know you’re capable of today?


Customer Service Diploma

There is no particular entry requirement.

Option 1

CPD Accredited Certificate (issued by CPD Standard Office)

(PDF format)=£30

(Hard copy)=£150+ postal charges

Option 2

Certificate in Counselling Skills issued by CPD (Courses for Professional Development)

PDF Certificate - FREE

Hard copy - £25 + postal charges

*Postage Charges: National £9, International £15

Career path

Retail Management

Talented Retail managers and leadership figures are in consistently high demand worldwide. Just a few typical job titles and roles that fall within the bracket of Retail Management include the following:

  • Sales Manager
  • Store Manager
  • Warehouse Manager
  • Floor Leader
  • Floor Manager
  • Promotions Coordinator
  • Retail Management Trainee
  • Retail Team Leader
  • Service Supervisor
  • Team Leader

Questions and answers

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Course rating


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.