Coursera

Interacting with Customers (Coursera)

Offered by CVS Health,
Interacting with Customers (Coursera)

This course presents the different customer interactions that happen in a retail setting and allows you to experience real interactions through simulations and scenarios. Interactions examined include in-person, on the phone, or through social media. In addition, you will take your knowledge into the community to observe and evaluate interactions at any business that provides customer service. You will rate interactions by distinguishing between successful interactions and interactions that need improvement interactions as each type of interaction is presented.

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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:

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.

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