Retail Customer Service
Course
Distance
Description
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Type
Course
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Level
Advanced
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Methodology
Distance Learning
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Class hours
400h
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Duration
Flexible
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Start date
December
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Online campus
Yes
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.
Important information
Price for Emagister users: On successful completion of the course you can pay the Endorsed/Accreditation certificate fee in order to claim the certificate.
Facilities
Location
Start date
Start date
About this 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
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
Reviews
Subjects
- Communication Training
- Quality Training
- Conflict
- Retail
- CRM
- Quality
- Customer Service
- Retail Management
- Customer Relationship Management
- Customer relationship
- Profitable customers
- Promotions Coordinator
- Retail Management Trainee
- Retail Team Leader
Teachers and trainers (1)
Cpd Tutor
Tutor
Course programme
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
Additional information
Retail Customer Service