Retail Customer Service - Level 3

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Retail Customer Service Overview

Customer service lies at the heart of every successful retail business. It is a crucial aspect that can make or break a company’s reputation and customer loyalty. In today’s digital era, where online shopping has become increasingly prevalent, mastering the art of retail customer service is more important than ever before. Our Retail Customer Service – Level 3 Course 2023 is designed to equip students with the essential skills and knowledge to excel in providing exceptional customer service in a retail environment, both offline and online.

By enrolling in this course, students will gain a comprehensive understanding of the principles that underpin outstanding retail customer service. They will learn to navigate the intricacies of the sales process, effectively deal with customers at the checkout, and adapt their strategies to address the evolving needs and behaviours of consumers. This course will empower students to identify trends and target customers more effectively, enabling them to stay ahead in a competitive retail landscape. 

Sneak Peek

Who should take the course

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

Learning Outcomes

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


All of our courses are fully accredited. The content of the Retail Customer Service – Level 3 Course 2023 is certified by the CPD Certification Service as conforming to the continuous professional development principles. This course provides you with up-to-date skills and knowledge and helps 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.


We are an online course provider, and learners from anywhere in the world can enrol on our courses using an internet-connected device.

The course can be accessed for 1 year. The specific course duration varies from course to course. The Retail Customer Service – Level 3 Course 2023 duration is 2hours 40 minutes

Yes, you will receive a free Digital Certificate after completing the course. If you want, you can order the Digital Transcript, Hardcopy Certificate & Transcript as well, for which you need to pay an additional fee. The fees of Digital Transcript, Hard Copy Certificate & Transcript are given in the certificate ordering page:

Ordering page link: https://www.trainingexpress.org.uk/certificate/

1.You need to find the right course on our website at first. You can search for any course or find the course from the Courses section of our website.
2. Click on Take This Course button, and you will be directed to the Cart page.
3. You can update the course quantity and also remove any unwanted items in the CART and after that click on the Checkout option and enter your billing details.
4. Once the payment is made, you will receive an email with the login credentials, and you can start learning after logging into the portal.

Course Curriculum

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.

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