Retail Customer Service - Level 3

Level 3 Diploma I Free E - Certificate included I CPD Certified I Audio visual training I Free COVID-19 Course included

Training Express Ltd


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£10 inc VAT (was £299)
Offer ends 23 October 2020
Study method
Online, self-paced
3 hours
Access to content
1 year
No formal qualification
3 CPD hours / points
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students
  • Certificate of completion available and is included in the price

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The Retail Customer Service course is a skills-focused course, designed to provide those working in the retail sector with the knowledge and expertise to deal with customers effectively. It offers complete training and guidance on how to manage different types of customers, deal with challenging situations, use market trends to your advantage, and much more.

You will also learn how to provide excellent customer service in-person, over the phone and online, using advanced techniques and strategies. This practical training course will also help you to build your confidence and body language skills for managing any customer service responsibility, whether that be advising customers about their purchases or turning upset or angry customers around.

By the end of the course, you will have an excellent understanding of basic customers needs and customer behaviour, including how to use it to your advantage to secure a sale. You’ll also have a whole set of core skills needed to fast track your career, from influencing to problem-solving.

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 of Retail Customer Service - Level 3

Our trusted, high quality and affordable online courses are designed to train individuals to become experts in their field.

  • CPD accredited, quality training
  • 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

*** Additional Gifts ***

Free Coronavirus (COVID-19) Awareness Course

  • Demonstrate knowledge of how COVID-19 emerged
  • Understand how COVID-19 spreads and how to prevent it from spreading
  • Identify the symptoms of COVID-19 and which groups of individuals are most at risk
  • Comply with government health guidelines and maintain excellent hygiene


3 CPD hours / points
Accredited by The CPD Certification Service

Course media


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.


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.


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.


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.

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 practical training for:

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

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What does study method mean?

Study method describes the format in which the course will be delivered. At 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.

What are CPD hours/points?

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, many of which can be completed online.

What is a ‘regulated qualification’?

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.

What is an ‘endorsed’ course?

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 ABC Awards and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.


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