Retail Customer Service
5.0 /5- Offered byCoursera
Retail Customer Service at Coursera Overview
Duration | 21 hours |
Total fee | Free |
Mode of learning | Online |
Official Website | Explore Free Course  |
Credential | Certificate |
Retail Customer Service at Coursera Highlights
- Flexible deadlines Reset deadlines in accordance to your schedule.
- Shareable Certificate Earn a Certificate upon completion
- 100% online Start instantly and learn at your own schedule.
- Coursera Labs Includes hands on learning projects. Learn more about Coursera Labs External Link
- Course 3 of 4 in the CVS Health Retail Customer Service Professional Certificate
- Beginner Level No experience needed. Completion of the first two courses in the program is recommended.
- Approx. 21 hours to complete
- English Subtitles: English
Retail Customer Service at Coursera Course details
- The Retail Customer Service course examines the day-to-day tasks that will be tackled in a retail customer service setting, including advanced skills such as returns and exchanges. You will apply guidelines for transactions such as sales, returns, exchanges, and data entry for customer information in real simulations. You will also observe the skills within a retail community location, evaluating the types of tasks observed and shared with a group of peers. You will complete sample transactions for peer evaluation, ensuring all steps are executed and excellent customer service is provided during any transaction.
- By the end of the course, you will be able to:
- - Create positive interactions with customers
- - De-escalate conflict with customers
- - Process retail transactions in real-world situations
- - Describe the different roles in retail customer service
- To be successful in this course, it is recommended that you complete the first two courses in this program.
Retail Customer Service at Coursera Curriculum
Retail Customer Service Roles
Introduction: CVS Health Customer Service Professional Certificate
Course Overview: Retail Customer Service
Introduction to Your Instructor - Cory
Weekly Introduction: Retail Customer Service Roles
Retail Customer Service Role
Types of Customer Service Roles
A Day in the Life of a Retail Customer Service Associate
Hear from: Cory McLaren
Collaboration in Customer Service
Asking for Help Outside of Your Department
Collaborating with Managers
Applying Collaborating with Your Team
How to Ask for Help When You Need It
Support from Coworkers
Support in a Retail Environment from Managers
Weekly Overview: Retail Customer Service Roles
Course Syllabus
How to Be Successful in this Course
Summary: Collaborating with Your Team
Summary: Support in a Retail Environment
Practice Quiz: Retail Customer Service Tasks
Practice Quiz: Collaborating with Your Team
Practice Quiz: Support in a Retail Environment
Graded Quiz: Retail Customer Service Roles
Meeting Customer Needs with Transactions
Introduction: Meeting Customer Needs with Transactions
Types of Retail Sales Transactions
Types of Retail Return/Exchange Transactions
Applying: Retail Transactions
What is a SKU?
Why is a SKU Important?
Price Checking
Appying Product Pricing and SKUs
Types of Transactions that Require Identification
Types of Acceptable Identification
Applying Customer Identification Policies
Types of Payment
Potential Issues During a Sale
Introduction to Simulations
Weekly Review: Meeting Customer Needs with Transactions
Summary: Retail Transactions
Summary: Product Pricing and SKUs
Summary: Customer Identification Policies
Summary: Payments in Retail
Practice Quiz: Retail Transactions
Practice Quiz: Product Pricing and SKUs
Practice Quiz: Customer Identification Policies
Practice Quiz: Payments in retail
Graded Quiz: Meeting Customer Needs with Transactions
Assisting Customers with Returns
Introduction: Assisting Customers with Returns
Returns vs Exchanges
Hear from: Cory McLaren
Applying the Definition of a Return and Exchange
Return and Exchange Policies
Applying Return and Exchange Policies
Why Documentation is Important for Returns and Exchanges
Common Documentation Required for Returns and Exchanges
Introduction to Simulations
Weekly Review: Assisting Customers with Returns
Summary: Return vs Exchange
Summary: Return and Exchange Policies
Summary: Documentation for returns and exchanges
Practice Quiz: Assisting Customers with Returns
Activity: Returns and Exchanges Policies
Practice Quiz: Return and Exchange Policies
Practice Quiz: Documentation for returns and exchanges
Graded Quiz: Assisting Customers with Returns
Reporting, Data Entry, and Communication
Introduction: Reporting, Data Entry, and Communication
Types of Customer Data
Why Customer Data is Collected
Data Used in Inventory
How Inventory is Tracked
Markdowns and Promotions Data
Applying Inventory and Data Entry
Introduction to Simulations
What is an Incident Report?
When Should an Incident Report be Completed?
Applying Incident Reports
Professional communication
What does Professional Communication Look Like?
Weekly Review: Reporting, Data Entry, and Communication
Summary: Customer Data
Summary: Inventory and Data Entry
Summary: Incident Reports
Summary: Professional Communication
Activity: Customer Data
Practice Quiz: Customer Data
Practice Quiz: Inventory and Data Entry
Practice Quiz: Incident Reports
Practice Quiz: Professional Communication
Graded Quiz: Reporting, Data Entry, and Communication
E-commerce and Customer Service
Introduction: E-Commerce and Customer Service
E-Commerce Defined
How is E-Commerce Used in Retail
Common Issues
Introduction to Peer Reviews
Walkthrough of Peer Review Steps
Weekly Review: E-Commerce and Customer Service
Congratulations!
Summary: E-Commerce in Retail
Summary: Online Orders with In-Store Pickup
Retail E-Commerce Policies
Practice Quiz: E-Commerce in retail
Practice Quiz: Online Orders with In-Store Pickup
Practice Quiz: Retail E-Commerce Policies
Graded Quiz: E-commerce and Customer Service
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