Customer Service in Retail

£20 + VAT

This course is suitable for anyone working in retail, who wishes to strengthen their existing customer service skills or for people just entering the retail industry. This course will equip you with the skills and knowledge that you need to provide excellent customer service but also with the information you need to know in regards to handling complaints.

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Fully accredited CPD

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Course Description

This course includes the option to play audio at no extra cost!

All about this Customer Service in Retail Course

This course will cover everything you need to know on the importance of good customer service in retail and what implications bad customer service could have on a business, customer or an individual.

You will also explore the different types of communication, including face to face, by phone, email or via social media. You will also consider the different visual ques, both overt and subtle ones that happen when we interact with others.

You will also explore in detail customer complaint handling and learn the skills needed to be able to handle them well, including phrases to use, words to avoid and how to turn a negative situation around. You will also explore the potential consequences of handling complaints poorly.

In the final unit you will learn how you can evaluate customer service and feedback and why it is important to listen to what customers are saying.

In order to complete the course, you must achieve 80% or more in the final multiple choice quiz.

You will earn 3 CPD points on completion of the course, this course will take around 3 hours to complete and the certificate will last for two years.

  • Fully CPD registered
  • Suitable for people working in retail
  • Completed online with instant downloadable certificate
  • Fully printed certificate posted next day
  • Complete the online multiple choice assessment as many times as you need to pass

Units covered

  • Unit 1 – Introduction to Customer Service in Retail – In the first unit of the course, you will cover the aspects of customer service and the retail industry, including how each is defined and how they link, you will also learn why good customer service is important and what can happen if a customer is dissatisfied with the service they receive.
  • Unit 2 – Communication and Body Language – In this unit, you will explore the role of communication and body language in customer service, you will consider how eye contact, gestures, language and body language can influence how successful our interactions are with our customers. You will also gain knowledge on suggested phrases that can help in difficult situations.
  • Unit 3 – Dealing with Complaints – In this unit, you will look in detail how to deal with complaints and the implications of failing to deal with a complaint or mishandling one. You will also look at what to do in the unfortunate event that a complaint escalates to the point that you receive abuse or your safety is threatened.
  • Unit 4 – Evaluate Customer Service and Feedback – In the final unit of the course, you will consider how positive and negative feedback can affect a business and how to go about evaluating it. You will also explore how the decisions you make when responding to positive and negative comments can affect the business overall.
Screwfix online training

Online training for our friends at Screwfix.

“The Recruitment Safeguarding module gave our team the confidence to work within the legal and best practice parameters of our roles. It could be completed in bite size chucks at times that suited the individual which made it perfect for studying alongside work.”

Harriet Lee

Retail Recruitment Manager

Frequently Asked Questions

Learn more about this course and others that we offer. If you still have any questions, simply contact our course advisors on 0800 077 3063 or email

How long does the course take to complete?

This course takes a few hours to complete and you can do this without any restrictions. This means you can buy the course and start at any time. You can also begin your learning, stop and come back to the course to pick up where you left off.

Is this Customer Service in Retail course accredited?

Yes the course is fully accredited through the CPD Certification Service. They review all of our content to check for quality, depth and that the material is fully up-to-date. Each year our membership with the service is renewed and all courses are thoroughly checked prior to being accredited.

Will I get a certificate when I finish?

Yes, as soon as you finish this course you can immediately download a PDF version of your personalised certificate. We also then send a fully printed copy to you by first class post.

How long does the certificate last?

The certificate after finishing this course lasts for 2 years until expiry which is when we recommend completing the training again. Some industries may require an update to CPD more frequently than this and others may not but, as a standard rule, we recommend completing the Customer Service in Retail course every 2 years to ensure it is fresh in your mind and you understanding the latest regulations.

What are the benefits of completing this Customer Service in Retail course online?

By completing this course online you can study in your own time and at your own pace. Having the ability to complete the units at a time to suit you engages your learning much more and enables you to interact and soak up the information easier.

CPD Certified training course

This course has been checked and assured for quality and accuracy the CPD Certification Service, the UK’s leading organisation for Continuous Professional Development. This prestigious acknowledgement shows our dedication to quality in all of our courses and ensures you can be confident in the knowledge that your training is being conducted to leading industry standards.

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Our Certificates

Get instant access to a downloadable PDF version of your certificate once you finish your course. We also send out a printed version to you the next working day – these look great on your wall!

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Print off a copy immediately once you finish.

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We send out your certificates the day after you pass.

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Customer Service in Retail
Customer Service in Retail
£20 + VAT