Retail Customer Service - Level 3

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.

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. 

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.

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. 

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.

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.  

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.  

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.

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.

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.

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.

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.