Interacting with Customers (Coursera)

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 course in this program.

This course can be applied to multiple Specializations or Professional Certificates programs. Completing this course will count towards your learning in any of the following programs:

- CVS Health Retail Customer Service Professional Certificate

- CVS Health Call Center Customer Service Professional Certificate .

Syllabus

WEEK 1

Welcoming Customers

In week one of this course, you learn how to welcome customers by greeting them when they come into the store and also when they leave. You learn how to create positive interactions with customers and interact with potential customers.

WEEK 2

Meeting Customers' Needs

In week two of this course, you learn how to meet customers’ needs. You learn how to build trust through your knowledge of a product and how to find product details. You identify what successful customer service looks like and strategies for cross-selling and upselling.

WEEK 3

De-escalation with Empathy

In week three you learn how to identify verbal and nonverbal indicators of escalation with customers. You learn how to convey empathy in difficult situations and collaborate with your team to de-escalate a situation.

WEEK 4

Professionalism in Social Media

In week three you learn how to identify verbal and nonverbal indicators of escalation with customers. You learn how to convey empathy in difficult situations and collaborate with your team to de-escalate a situation.