Retail Customer Service – Level 3

In the modern retail world, customer service isn't just an add-on — it's the front line of your business. With increasingly demanding consumers and a growing need for customer loyalty, mastering the art of excellent customer service is critical. The Retail Customer Service – Level 3 course is designed for individuals aiming to improve their skills in engaging, assisting, and retaining customers across various platforms — in-person, over the phone, and online.

This fully online, globally accessible training offers deep insights into customer behaviour, service recovery, communication strategies, and sales processes. Whether you're new to retail or looking to upskill, this course will help you build expertise that’s not only respected but absolutely essential in the modern marketplace.

Learning Outcomes

• Understand the sales process and customer interaction essentials.
• Learn to identify and meet diverse customer expectations.
• Improve communication for in-person, phone, and online service.
• Discover how to generate loyalty and return business consistently.
• Master conflict resolution and difficult customer handling techniques.
• Know when and how to escalate service issues professionally.

Course Link: Retail Customer Service - Level 3

Course Curriculum

Module 1: Who We Are and What We Do

Understand the essence of customer service and your role in retail.

Module 2: The Sales Process and Dealing with Customers at the Checkout

Explore transaction stages and how to keep customers satisfied throughout.

Module 3: Importance of Consumer Behaviour

Unpack why customers behave the way they do — and how to respond.

Module 4: Taking Trends and Targeting Customers Effectively

Analyse market trends and learn how to reach the right customers.

Module 5: The Importance of Communicating with Customers

Discover strategies to keep communication clear, helpful, and friendly.

Module 6: Identifying and Addressing Customer Needs

Become adept at recognising verbal and non-verbal customer cues.

Module 7: Generating Return Business

Turn first-time buyers into lifelong customers through strategic service.

Module 8: In-Person Customer Service

Perfect your face-to-face interaction and build rapport instantly.

Module 9: Giving Customer Service over the Phone

Learn call etiquette, tone control, and how to handle pressure calmly.

Module 10: Providing Electronic Customer Service

Offer top-tier support via email, live chat, and social platforms.

Module 11: Recovering Difficult Customers

Defuse frustration, resolve conflicts, and recover service breakdowns.

Module 12: Understanding When to Escalate

Recognise when to pass on issues and how to do so efficiently.

Disclaimer:

This is an online course with pre-recorded lessons. You will get access to the course within 48 hours after your enrolment.