Retail Customer Service

Level 7 by ABC Awards | Tutor Support & Exam included | 200 CPD Credits | Free COVID-19 Course & Letter of Completion

CPD Courses


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£10 inc VAT (was £1,100)
Offer ends 01 December 2020
Study method
Online, self-paced
400 hours
No formal qualification
200 CPD hours / points
Endorsed by ABC Awards
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

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Retail Customer Service

Certificate of achievement in Retail Customer Service Level 7. Additional CPD Accredited Retail Customer Service Certificate with 200 CPD points available with no extra study. The course comes with easy to understand e-learning study materials.

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 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.

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. Career opportunities for successful retail managers extend to every to major town and city worldwide. Learn how to take your existing salesmanship to the next level, build strong customer relationships and reap the rewards of professional-level communication skills. 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!

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. Online assessments follow each of the eight modules, for which your assigned tutor will provide all the support and advice you need. However, there are no final exams to sit at the end of the course.

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


Endorsed by ABC Awards


200 CPD hours / points
Accredited by The CPD Standards Office

Course media


Retail Customer Service

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 endorsed Level 7 Diploma in Retail Customer Service Management on your resume!

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-endorsed distance learning program is delivered over a series of eight modules, covering the following retail management concepts:

Module 1 - Customer Services : An Introduction

This module 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

Module 2 - Understanding Your Customers

This module covers the following topics:

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

Module 3 - The Customer-Focused Organization

This module covers the following topics:

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

Module 4 - Creating Customer Service Strategy

This module 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

Module 5 - Implementing a Service Excellence Strategy

This module covers the following topics:

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

Module 6 - Advance Training & Development for Effective Customer Service

This module covers the following topics:

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

Module 7 - Building Better Teams

This module covers the following topics:

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

Module 8 - Concept of Empowerment & Ownership

This module 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

Module 9 - Effective Communication

This module covers the following topics:

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

Module 10 - Active Listening

This module covers the following topics:

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

Module 11 - Building strong relationship with Customers

This module covers the following topics:

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

Module 12 - CRM (Customer Relationship Management)

This module covers the following topics:

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

Module 13 - The Right Way to Manage Unprofitable Customers

This module covers the following topics:

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

Module 14 - Handling complaints

This module covers the following topics:

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

Module 15 - Conflict Resolution

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

Module 16 - Anger Management

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

Module 17 - Stress Management

This module covers the following key topics:

  • Understanding Stress
  • Strategies to Manage stress
  • Time Management

Module 18 - Time Management

This module covers the following key topics:

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

Module 19 - Telemarketing

This module covers the following topics:

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

Module 20 - Importance of Feedback in Customer Service

This module covers the following topics:

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


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

  • Course in Customer Service
  • Diploma in Customer Service

Who is this course for?

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.

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.

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-I: Endorsed Certificate of Achievement from ABC Awards

At the end of course, learner can claim an endorsed certificate by paying £170 accreditation fee+postal charges.

Certificate of Course Completion

(soft copy) can be claimed for £15. If you need hard copy of this certificate you will pay £25

OPTION-II: CPD Certificate

Upon successful completion of the course, a fee is payable for a CPD Accredited Diploma in PDF format or hard copy.

CPD Accredited Diploma (PDF format)=£30

CPD Accredited Diploma (Hard copy)=£150

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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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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