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Cory McLaren
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.
Read more
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.
Read more
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.
Register for this course and see more details by visiting:
OpenCourser.com/course/sloa8d/retail
What's inside
Syllabus
Retail Customer Service Roles
This week you learn about common retail customer service roles. You learn about a typical day in the life of a retail customer service representative. You also learn how to collaborate with your team and how to tell when you need to get support.
Read more
Syllabus
Retail Customer Service Roles
This week you learn about common retail customer service roles. You learn about a typical day in the life of a retail customer service representative. You also learn how to collaborate with your team and how to tell when you need to get support.
Read more
Meeting Customer Needs with Transactions
This week you learn about different types of transactions that you might perform as a retail customer service employee. You learn what a sku is and how to find prices of products. You learn about customer identification policies and potential issues with payments during a sale.
Assisting Customers with Returns
This week you discover the difference between a return and an exchange as well as how to help customers with these transactions. You learn about common return and exchange policies and why documentation is important with this types of transactions.
Reporting, Data Entry, and Communication
This week you learn about different types of customer data. You also learn how to collect and record this data. You learn learn how to complete a incident report and how to communicate professionally and effectively with your team and customers.
E-commerce and Customer Service
This week you learn the uses of e-commerce in a retail position. You also learn about common issues that can occur with e-commerce and the use of third party apps.
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Develops knowledge and skills used in retail customer service roles, which are in high demand in the retail industry
Builds core skills for retail customer service representatives, such as creating positive customer interactions, sales, and returns
Offers hands-on labs and simulations, which can provide practical experience and help learners build confidence
Emphasizes the importance of collaboration and professional communication within the retail customer service team
Covers e-commerce in retail, which is an increasingly important aspect of the industry
Requires learners to complete the first two courses in this program, which may limit accessibility
Save this course
Save Retail Customer Service to your list so you can find it easily later:
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Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in Retail Customer Service with these
activities:
Peer Code Practice
Show steps
Collaborate with peers to review and improve your understanding of key customer service concepts.
Browse courses on
Collaboration
Show steps
-
Identify a peer or group of peers to practice with.
-
Prepare questions or topics for discussion.
-
Meet to discuss, review, and provide feedback on each other's work.
Seek Mentorship from an Experienced Customer Service Professional
Show steps
Connect with a mentor who can provide guidance, support, and insights to enhance your learning.
Browse courses on
Mentorship
Show steps
-
Identify potential mentors within your network or through professional organizations.
-
Reach out to your chosen mentors and express your interest in mentorship.
-
Set up regular meetings or communication channels.
-
Seek advice, ask questions, and engage in discussions related to customer service.
Create a Customer Service Roleplay
Show steps
Practice your communication and problem-solving skills in a simulated retail environment.
Browse courses on
Customer Service
Show steps
-
Choose a common retail customer service scenario.
-
Develop a detailed roleplay plan with dialogue and steps.
-
Practice the roleplay with a peer.
-
Record the roleplay for self-assessment or peer feedback.
Two other activities
Expand to see all activities and additional details
Show all five activities
Attend a Customer Service Workshop
Show steps
Expand your knowledge and skills by attending a structured workshop led by an expert in the field.
Browse courses on
Retail Customer Service
Show steps
-
Research and identify a relevant customer service workshop.
-
Register and attend the workshop.
-
Actively participate in discussions and hands-on activities.
-
Apply what you've learned to your own customer service interactions.
Volunteer at a Retail Store
Show steps
Gain real-world experience and practice your customer service skills in a retail setting.
Browse courses on
Retail Customer Service
Show steps
-
Identify a retail store or organization where you can volunteer.
-
Contact the organization and express your interest in volunteering.
-
Complete any necessary training or orientation.
-
Assist customers with their inquiries and needs.
Peer Code Practice
Show steps
Collaborate with peers to review and improve your understanding of key customer service concepts.
Browse courses on
Collaboration
Show steps
Show steps
Show steps
- Identify a peer or group of peers to practice with.
- Prepare questions or topics for discussion.
- Meet to discuss, review, and provide feedback on each other's work.
Seek Mentorship from an Experienced Customer Service Professional
Show steps
Connect with a mentor who can provide guidance, support, and insights to enhance your learning.
Browse courses on
Mentorship
Show steps
Show steps
Show steps
- Identify potential mentors within your network or through professional organizations.
- Reach out to your chosen mentors and express your interest in mentorship.
- Set up regular meetings or communication channels.
- Seek advice, ask questions, and engage in discussions related to customer service.
Create a Customer Service Roleplay
Show steps
Practice your communication and problem-solving skills in a simulated retail environment.
Browse courses on
Customer Service
Show steps
Show steps
Show steps
- Choose a common retail customer service scenario.
- Develop a detailed roleplay plan with dialogue and steps.
- Practice the roleplay with a peer.
- Record the roleplay for self-assessment or peer feedback.
Two other activities
Expand to see all activities and additional details
Show all five activities
Attend a Customer Service Workshop
Show steps
Expand your knowledge and skills by attending a structured workshop led by an expert in the field.
Browse courses on
Retail Customer Service
Show steps
Show steps
Show steps
- Research and identify a relevant customer service workshop.
- Register and attend the workshop.
- Actively participate in discussions and hands-on activities.
- Apply what you've learned to your own customer service interactions.
Volunteer at a Retail Store
Show steps
Gain real-world experience and practice your customer service skills in a retail setting.
Browse courses on
Retail Customer Service
Show steps
Show steps
Show steps
- Identify a retail store or organization where you can volunteer.
- Contact the organization and express your interest in volunteering.
- Complete any necessary training or orientation.
- Assist customers with their inquiries and needs.
Career center
Learners who complete Retail Customer Service will develop knowledge and skills
that may be useful to these careers:
Customer Service Representative
Customer Service Representative
A Customer Service Representative is responsible for providing support to customers, either in person, over the phone, or through email. The Retail Customer Service course can help you develop the skills you need to be successful in this role, such as how to resolve customer issues, handle complaints, and provide excellent customer service. The course also covers topics such as retail transactions and data entry, which are essential for this role.
Retail Manager
Retail Manager
A Retail Manager is responsible for overseeing the day-to-day operations of a retail store. This includes managing staff, inventory, and sales. The Retail Customer Service course can help you develop the skills you need to be successful in this role, such as how to lead and motivate a team, manage finances, and develop marketing strategies. The course also covers topics such as retail transactions and data entry, which are essential for this role.
Sales Associate
Sales Associate
A Sales Associate is responsible for assisting customers with their purchases, providing product information, and processing transactions. The Retail Customer Service course can help you develop the skills you need to be successful in this role, such as how to build relationships with customers, provide excellent customer service, and upsell products and services. The course also covers topics such as retail transactions and data entry, which are essential for this role.
Cashier
Cashier
A Cashier is responsible for processing customer transactions, including cash, credit, and debit cards. The Retail Customer Service course can help you develop the skills you need to be successful in this role, such as how to handle money, process transactions, and provide excellent customer service. The course also covers topics such as retail transactions and data entry, which are essential for this role.
Assistant Manager
Assistant Manager
An Assistant Manager is responsible for assisting the Retail Manager with the day-to-day operations of a retail store. This includes supervising staff, managing inventory, and assisting with sales. The Retail Customer Service course can help you develop the skills you need to be successful in this role, such as how to lead and motivate a team, manage finances, and develop marketing strategies. The course also covers topics such as retail transactions and data entry, which are essential for this role.
Customer Service Supervisor
Customer Service Supervisor
A Customer Service Supervisor is responsible for overseeing a team of customer service representatives. This includes providing training, support, and feedback. The Retail Customer Service course can help you develop the skills you need to be successful in this role, such as how to lead and motivate a team, resolve customer issues, and provide excellent customer service. The course also covers topics such as retail transactions and data entry, which are essential for this role.
Entrepreneur
Entrepreneur
An Entrepreneur is responsible for starting and running their own business. The Retail Customer Service course may be useful for you if you are interested in a career as an entrepreneur, as it can help you develop the skills you need to start and run your own business.
Human Resources Manager
Human Resources Manager
A Human Resources Manager is responsible for managing the human resources department of a company. This includes recruiting, hiring, and training employees. The Retail Customer Service course may be useful for you if you are interested in a career in human resources, as it can help you develop the skills you need to recruit, hire, and train employees.
E-commerce Manager
E-commerce Manager
An E-commerce Manager is responsible for overseeing the online sales operations of a retail company. This includes developing and implementing marketing strategies, managing inventory, and processing orders. The Retail Customer Service course can help you develop the skills you need to be successful in this role, such as how to develop and implement marketing strategies, manage inventory, and process orders. The course also covers topics such as retail transactions and data entry, which are essential for this role.
Teacher
Teacher
A Teacher is responsible for teaching students in a school or other educational setting. The Retail Customer Service course may be useful for you if you are interested in a career as a teacher, as it can help you develop the skills you need to teach students in a school or other educational setting.
Marketing Manager
Marketing Manager
A Marketing Manager is responsible for developing and implementing marketing strategies for a retail company. This includes developing marketing campaigns, managing budgets, and tracking results. The Retail Customer Service course may be useful for you if you are interested in a career in marketing, as it can help you develop the skills you need to understand customer needs and develop effective marketing strategies.
Business Analyst
Business Analyst
A Business Analyst is responsible for analyzing business processes and making recommendations for improvement. The Retail Customer Service course may be useful for you if you are interested in a career in business analysis, as it can help you develop the skills you need to analyze business processes and make recommendations for improvement.
Financial Analyst
Financial Analyst
A Financial Analyst is responsible for analyzing financial data and making recommendations to management. The Retail Customer Service course may be useful for you if you are interested in a career in finance, as it can help you develop the skills you need to analyze financial data and make recommendations to management.
Operations Manager
Operations Manager
An Operations Manager is responsible for overseeing the day-to-day operations of a retail company. This includes managing staff, inventory, and finances. The Retail Customer Service course may be useful for you if you are interested in a career in operations, as it can help you develop the skills you need to manage staff, inventory, and finances.
Consultant
Consultant
A Consultant is responsible for providing advice and guidance to businesses. The Retail Customer Service course may be useful for you if you are interested in a career in consulting, as it can help you develop the skills you need to provide advice and guidance to businesses.
For more career information including salaries, visit:
OpenCourser.com/course/sloa8d/retail
Reading list
We've selected nine books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Retail Customer Service.
Provides practical tips on how to provide exceptional customer service. It helpful resource for anyone who wants to learn how to create a positive and memorable experience for their customers.
Save
Provides insights into the importance of building relationships with customers. It valuable resource for anyone who wants to learn how to create a loyal customer base.
Provides a comprehensive guide to creating a customer-centric culture in any organization. It valuable resource for anyone who wants to learn how to improve the customer experience.
Save
Provides insights into the importance of creating memorable experiences for customers. It valuable resource for anyone who wants to learn how to create a lasting impression on their customers.
Provides insights into the importance of making it easy for customers to do business with you. It valuable resource for anyone who wants to learn how to create a frictionless customer experience.
Provides insights into the importance of building customer loyalty. It valuable resource for anyone who wants to learn how to create a loyal customer base.
Provides insights into the importance of creating a customer-centric culture. It valuable resource for anyone who wants to learn how to create a loyal customer base.
Save
Provides insights into the customer experience at Zappos. It valuable resource for anyone who wants to learn how to create a loyal customer base.
Save
Provides insights into the customer experience at Ritz-Carlton. It valuable resource for anyone who wants to learn how to create a luxurious customer experience.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/sloa8d/retail
Share
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Effort
4 weeks of study, 5-6 hours/week
Level
Introductory
Via
Coursera
Institution
CVS Health
Instructor
Cory McLaren
Language
English
Transcripts
Español
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پښتو
آذربایجان دیلی
This course belongs to a
collection
called
CVS Health Retail Customer Service. It's comprised of two courses:
- Preparing for Your Retail Customer Service Role
- Retail Customer Service (viewing)
Good to know
Develops knowledge and skills used in retail customer service roles, which are in high demand in the retail industry
Builds core skills for retail customer service representatives, such as creating positive customer interactions, sales, and returns
Offers hands-on labs and simulations, which can provide practical experience and help learners build confidence
Emphasizes the importance of collaboration and professional communication within the retail customer service team
Covers e-commerce in retail, which is an increasingly important aspect of the industry
Requires learners to complete the first two courses in this program, which may limit accessibility
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