Your Retail Customer Service Certificate
Customer service professionals
are in constant demand. Every organization in the
retail sector needs highly qualified, efficient, and
enthusiastic team members who create its customers'
experience. This 100% online course will help you
gain valuable strategies and practices for creating
excellent customer service. Key topics include the
fundamentals of the customer experience, working in
retail teams, handling customer complaints, and the
principles of customer service management. Successful
completion of the course results in a Retail Customer
Outlook for Retail Customer Service Associates
Customer service training can
provide the foundation for nearly unlimited opportunities
in the retail sector. According to HelpScout.com,
US businesses lose $62 billion per year due to poor
customer service. It is not surprising, then, to learn
that CareerTrend.com expects 10% growth in customer
service positions between now and 2024.
The rise of social media has
contributed directly to the importance of customer
service in retail organizations. In 2017, an American
Express survey reported that 35% of customers had
used social media to reach out to companies regarding
their customer experience. This number doubled between
2014 and 2017 and can be expected to grow.
Online customer service represents
an emerging challenge and opportunity that demands
highly-trained, engaged customer service professionals.
Customer Service Training FAQs
IS INVOLVED IN A RETAIL CUSTOMER SERVICE JOB?
In an increasingly technical retail environment, customer
service professionals use a variety of technology-enabled
tools to perform classic functions that create and
maintain a positive customer experience. Customer
service functions may include:
• Listening to customers’
questions and concerns, and providing answers, responses,
• Providing information about products and
services, ranging from use cases and applications
to safety warnings and user precautions
• Taking customer orders, calculating charges,
and processing billing or payments
• Reviewing or making changes to customer
• Handling returns or complaints
• Recording notes and details of customer
contacts and the actions taken in response to them
• Reviewing and selecting standardizing responses
for answers or solutions, especially for online
• Escalating customer issues to supervisors
or more experienced employees for resolution
DOES RETAIL CUSTOMER SERVICE TRAINING INVOLVE?
A strong customer service training course provides
the knowledge and skills required to create, maintain
and expand a retail organization's customer experience.
It integrates the fundamental factors that build customer
loyalty, manage interactions with various customer
types, communicate effectively and positively with
customers, team members and an organization's leaders,
as well as self-management skills that signal professionalism
and high personal expectations.
KIND OF JOB TITLES ARE RELATED TO RETAIL CUSTOMER
Customer service job titles can vary across retail
organizations. However, as the customer service function
grows across organizational departments, the customer
service professional's role and titles can be expected
to reflect this change. TheJobNetwork.com lists the
following customer-service related job titles and
their anticipated wage levels:
• Customer Experience
Associate ($19 per hour, on average)
• Customer Engagement Representative ($19
per hour, on average)
• Customer Service Advisor ($18 per hour,
• Customer Service Representative ($17 per
hour, on average)
• Retail Customer Service Representative ($16
per hour, on average)
• Customer Service Sales Associate ($16 per
hour, on average)
• Customer Service Professional ($14 per hour,
• Bilingual Customer Service Representative
($14 per hour, on average)
GET RETAIL CUSTOMER SERVICE TRAINING?
Customer service, especially with regard to its role
in creating a positive customer experience, is an
emerging role within the retail ecosystem. As retail
organizations develop their social, online, and in-person
customer service systems, they require highly-trained,
professional customer service specialists.
Learn to provide an excellent
Build customer loyalty
Deal with difficult customers
Build skills to communicate
effectively and positively with a variety of people
Develop skills in self-management
and the leadership of others
Identify retail workplace challenges
Become able to efficiently
work independently as well as with a team
Develop quality communication
and time management skills
There are no prerequisites
to taking this course.
Learn how to manage stress, deal with difficult people,
and how to handle sexual harassment in the workplace.
Understand the fundamentals of time management.
Explore the best means of communication, self-management,
how to strike a work-life balance, and build relationships.
Understand what to expect from a workplace environment,
how to work in a team, and the tools needed for workplace
Build customer loyalty, understand your customer,
know service standards, resolve problems, and know
how to define quality service.
Communicate with power, and master budgeting and saving
Learn how to set expectations as they pertain to change,
motivation, management skills, and legal issues.
Darlene Lawrence is an academic coach and childcare
and education instructor with five years of experience.
She holds a bachelor's degree in business administration
and a master's degree in teaching.
This course is 100% online. Start anytime.