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Customer Service - Retail

An introductory course about understanding retail in customer service and its the developments and trends.
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6 students enrolled
Last updated 5/2014
English
$15 $50 70% off
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Includes:
  • 27 mins on-demand video
  • 1 min on-demand audio
  • 12 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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Description

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

·Sales

·Retail

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 exams@artofservice.com.au 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.
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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
Requirements
  • 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
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Introduction
1 Lecture 01:53
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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
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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
01:34

Quiz Two
2 questions
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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
01:36

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
01:49

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
02:09

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
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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
01:54

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
01:46

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

Marketing, Human Resources, Head Office, Warehousing, Distribution and Store
02:17

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
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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
00:57

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
01:19

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

Exercise 2
1 page

Exercise 3
2 pages

Exercise 4
3 pages
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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
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Certification
4 Lectures 02:44
Exam and Evaluation Information
01:17

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

    ·Sales

    ·Retail

Once you've completed the 5 courses, email our exam department at exams@artofservice.com.au 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
01:27
About the Instructor
3.7 Average rating
336 Reviews
4,478 Students
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