Coursera

Retail Customer Service (Coursera)

Offered by CVS Health,
Retail Customer Service (Coursera)

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.

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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 two courses in this program.
Course 3 of 4 in the CVS Health Retail Customer Service Professional Certificate.

Syllabus

WEEK 1
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.

WEEK 2
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.

WEEK 3
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.

WEEK 4
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.

WEEK 5
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.

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