Buying for a Team? Gift This Course
Wishlisted Wishlist

Please confirm that you want to add Customer Service - Retail to your Wishlist.

Add to Wishlist

Customer Service - Retail

An introductory course about understanding retail in customer service and its the developments and trends.
0.0 (0 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
6 students enrolled
Last updated 5/2014
$15 $50 70% off
30-Day Money-Back Guarantee
  • 27 mins on-demand video
  • 1 min on-demand audio
  • 12 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
Have a coupon?

Customer Service professionals need to know a whole lot more about the various ways of delivering services to the customers. It is no longer sufficient just to know the basics.

There have been so many changes in customer expectations and with service delivery, which is why we have created a completely new series of qualifications and certifications. The Customer Service Certification Pathway has been created to support students in their aim to gain relevant qualifications that practically apply to the ever-changing world of customer services.

The Customer Certification Pathway has three main parts: The Customer Service Foundation Program, Customer Service Intermediate Program, and the Customer Service Expert Program.

First part is the The Customer Service Foundation Program which focuses on the fundamentals, general knowledge, terminology and basic concepts used in Customer Service. You must complete this level as a pre-requisite for sitting the Customer Service Intermediate Exam.

Next on the Certification Pathway is the Customer Service Intermediate Program which is made up of 8 courses. All Intermediate topics include (in no particular order):

·Communication Strategies

·Contact Centers

·Making Decision and Assertiveness

·Delivering presentations and Public Speaking

·Conflict Resolution

·Customer Relationship Management



From the eight Customer service Intermediate programs that are available, you will select a minimum of five programs in order to be eligible to sit the Intermediate Exam and progress to the Expert program, each Intermediate program will earn you 3 points toward your Customer Service Expert Certificate (minimum 17 points entry requirement). There is an examined component at this level. The exam consists of 50 multiple choice questions, related to the subjects you have chosen.

The next and final level is Customer Service Expert program. This is specifically aimed at Customer Service Supervisors and Managers who wish to consolidate their knowledge and experience and achieve formal recognition of their skills.

Once you've completed the course, email our exam department at to purchase your exam voucher and sit your final exam.

Who is the target audience?
  • Anyone looking to gain an understanding of Retail for Customer Service and its practical application in the business environment.
Students Who Viewed This Course Also Viewed
What Will I Learn?
Understand what retail is all about
Learn the developments and trends in retailing
Know the importance of retailing
Learn the career progression in the retailing industry
View Curriculum
  • Basic understanding of the business industry
  • Knowledge of the English language
  • Completed the Custer Service Foundation course
Curriculum For This Course
Expand All 28 Lectures Collapse All 28 Lectures 01:14:25
1 Lecture 01:53
What's it all About?
3 Lectures 04:51

This lecture will discuss what retailing is all about.

Preview 03:08

This lecture will discuss the main product sectors and its definitions and identify the methods of retailing.

Preview 01:43

Quiz One
2 questions

This PDF file contains Section 2 of this course. You can download the complete e book at the end of this course.

Reading Assignment 1
1 page
Developments and Trends
3 Lectures 05:10

This lecture will talk about changing the face of retailing.

Preview 01:42

This lecture will discuss consumer and shopping trends. Also included in the lecture are winning and keeping your customers.

Preview 01:54

This lecture will discuss the importance of competitor knowledge, good communication, and keeping up-to-date in the retail industry.

Importance of Competitor Knowledge, Good Communication and Staying Abreast

Quiz Two
2 questions
Issues Facing the Industry
4 Lectures 05:34

This lecture will discuss the importance of retailing, the retail industry, and the environment.

The Reach and Importance of Retailing & The Retail Industry and The Environment

This lecture will discuss the retail industry in the countryside, health, and food sectors.

Retail & Protection of the Countryside, Retail & Health and Not Just Food

This lecture will discuss ethical policies and planning restrictions regarding retailing. Also included are government and public opinion about retailing.

Ethical Policies and Planning Restrictions, Government and Public Opinion

Quiz Three
2 questions

This PDF file contains Section 4 of this course. You can download the complete e book at the end of this course.

Reading Assignment 2
2 pages
Working within the Industry
4 Lectures 05:57

This lecture will discuss the typical structure, organization, and governance of a retail organization.

Typical Structure, Organization and Governance of a Retail Organization

This lecture will discuss the different positions in retailing such as the managing, finance, retail operations, and merchandising director.

Managing, Finance, Retail Operations, Finance and Merchandising Director

This lecture will discuss marketing, human resources, head office, warehousing, distribution, and storage.

Marketing, Human Resources, Head Office, Warehousing, Distribution and Store

Quiz Four
2 questions

This PDF file contains Section 5 of this course. You can download the complete e book at the end of this course.

Reading Assignment 3
2 pages
Career Progression
2 Lectures 02:16

This lecture will discuss the stepping-stones for success and support and encouragement for people moving up in the retail industry.

The Stepping Stones for Success & Support and Encouragement

This lecture will discuss a few tips on progressing in a career in retail such as not being deterred, not relying on others, and setting goals.

Don't be Deterred, Don't Rely on Others and Setting Goals

Quiz Five
2 questions
4 Lectures 00:00
Exercise 1
2 pages

Exercise 2
1 page

Exercise 3
2 pages

Exercise 4
3 pages
Course Resources
3 Lectures 00:00

This e book contains the section of retailing of the Customer Service Intermediate course in a PDF format.

Retail Course Reading
26 pages

Exercise 1 Answers
2 pages

This PDF file contains all the answers to all the quizzes in each section of this course.

Quiz Answer Sheet
3 pages
4 Lectures 02:44
Exam and Evaluation Information

The Customer Service Intermediate Program is made up of 8 courses. For you to be eligable to sit in the official Certification exam, you need to complete 5 courses of the 8 courses to qualify to sit the Customer Service Intermediate exam and continue along the Customer Service Pathway.

All 8 Intermediate topics inlcude (in no particular order):

    ·Communication Strategies

    ·Contact Centers

    ·Making Decision and Assertiveness

    ·Delivering presentations and Public Speaking

    ·Conflict Resolution

    ·Customer Relationship Management



Once you've completed the 5 courses, email our exam department at to purchase your exam voucher and sit your final exam. Access includes the complete Customer Service Intermediate Certification Book (which includes all 8 courses), a step-by-step procedure on how to take the final exam and how to obtain your exam certification.

We suggest that you read the complete Customer Service Intermediate Certification Book before you take the exams so that you may be able to review that chapters you did not select.

You will receive a PDF certificate through your email upon passing the examination.

Final Exam
1 page

We are always in the process of improving our courses and procedures for a better learning experience for our students. Your input is very important to us.

Follow the step-by-step procedure on taking the evaluation and receiving your certificate of completion.

Evaluation Form
1 page

A final message from our CEO.

Conclusion - Final Lecture
About the Instructor
3.7 Average rating
336 Reviews
4,478 Students
57 Courses
Quality education for Career Driven IT Professionals

What drives us?

In one word? YOU

You are front, center and behind every decision we make in our business.

  • You are starting out in the IT industry
  • You are serious about your career
  • You need certifications on your resume to get that first interview

For you we created the Foundation level courses as well as the Core Series for IT

  • You are an IT Professional with a proven career
  • You need to stay in touch with changes in the industry
  • You need to continue to show your value to the business to ensure your job is secure
  • You want to find out what else would make your IT career more solid

For you we created the Specialist and Intermediate level courses as well as the Core Series for IT

  • You are implementing Processes and methodologies in your company
  • You are managing a team of people and need to look good
  • You started your own business and are looking for template documents to ‘hit the ground running’
  • You need to present on a subject at the next team meeting and are not quite sure where to start

For you we created the Toolkits as well as the Core Series for IT

Our motto:
Every Career driven IT Professional needs to be able to afford quality IT educational materials to stay relevant in their job, irrespective of current position, budget or geographical location.

We do most of the work behind the scenes so that you can focus on your professional education and your career within the IT industry.

We see it as our job to ensure we give you the most up to date information you need to succeed in achieving that goal at a price-point that is makes it accessible to most professionals.

Report Abuse