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Retail Customer Service
  • Level Foundation
  • Duration 22 hours
  • Course by CVS Health
  • Offered by

About

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. 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.

Modules

Introduction to the Program

    • 3 Videos
    • 2 Readings
    • 1 Discussion
Show info about module content

1 Discussions

  • Meet and Greet

3 Videos

  • Introduction: CVS Health Customer Service Professional Certificate
  • Course Overview: Retail Customer Service
  • Introduction to Your Instructor - Cory

2 Readings

  • Course Syllabus
  • How to Be Successful in this Course

Retail Customer Service Roles

    • 3 Videos
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3 Videos

  • Weekly Introduction: Retail Customer Service Roles
  • Retail Customer Service Role
  • Types of Customer Service Roles

Retail Customer Service Tasks

    • 2 Videos
    • 1 Discussion
    • 1 Assignment
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1 Assignment

  • Practice Quiz: Retail Customer Service Tasks

1 Discussions

  • Customer Service Reflection

2 Videos

  • A Day in the Life of a Retail Customer Service Associate
  • Hear from: Cory McLaren

Collaborating with Your Team

    • 4 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Collaborating with Your Team

4 Videos

  • Collaboration in Customer Service
  • Asking for Help Outside of Your Department
  • Collaborating with Managers
  • Applying Collaborating with Your Team

1 Readings

  • Summary: Collaborating with Your Team

Support in a Retail Environment

    • 4 Videos
    • 1 Readings
    • 1 Discussion
    • 2 Assignment
Show info about module content

2 Assignment

  • Practice Quiz: Support in a Retail Environment
  • Graded Quiz: Retail Customer Service Roles

1 Discussions

  • Pre-Quiz Discussion

4 Videos

  • How to Ask for Help When You Need It
  • Support from Coworkers
  • Support in a Retail Environment from Managers
  • Weekly Overview: Retail Customer Service Roles

1 Readings

  • Summary: Support in a Retail Environment

Retail Transactions

    • 4 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Retail Transactions

4 Videos

  • Introduction: Meeting Customer Needs with Transactions
  • Types of Retail Sales Transactions
  • Types of Retail Return/Exchange Transactions
  • Applying: Retail Transactions

1 Readings

  • Summary: Retail Transactions

Product Pricing and SKUs

    • 4 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Product Pricing and SKUs

4 Videos

  • What is a SKU?
  • Why is a SKU Important?
  • Price Checking
  • Appying Product Pricing and SKUs

1 Readings

  • Summary: Product Pricing and SKUs

Customer Identification Policies

    • 3 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Customer Identification Policies

3 Videos

  • Types of Transactions that Require Identification
  • Types of Acceptable Identification
  • Applying Customer Identification Policies

1 Readings

  • Summary: Customer Identification Policies

Payments in Retail

    • 2 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Payments in retail

2 Videos

  • Types of Payment
  • Potential Issues During a Sale

1 Readings

  • Summary: Payments in Retail

Sales Transactions

    • 2 Videos
    • 1 Discussion
    • 1 Plugin
    • 1 Assignment
Show info about module content

1 Assignment

  • Graded Quiz: Meeting Customer Needs with Transactions

1 Discussions

  • Pre-Quiz Discussion

2 Videos

  • Introduction to Simulations
  • Weekly Review: Meeting Customer Needs with Transactions

Return vs Exchange

    • 4 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Assisting Customers with Returns

4 Videos

  • Introduction: Assisting Customers with Returns
  • Returns vs Exchanges
  • Hear from: Cory McLaren
  • Applying the Definition of a Return and Exchange

1 Readings

  • Summary: Return vs Exchange

Return and Exchange Policies

    • 2 Videos
    • 1 Readings
    • 1 Discussion
    • 2 Assignment
Show info about module content

2 Assignment

  • Activity: Returns and Exchanges Policies
  • Practice Quiz: Return and Exchange Policies

1 Discussions

  • Discussion: Returns and Exchanges

2 Videos

  • Return and Exchange Policies
  • Applying Return and Exchange Policies

1 Readings

  • Summary: Return and Exchange Policies

Documentation for Returns and Exchanges

    • 2 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Documentation for returns and exchanges

2 Videos

  • Why Documentation is Important for Returns and Exchanges
  • Common Documentation Required for Returns and Exchanges

1 Readings

  • Summary: Documentation for returns and exchanges

Completing Returns and Exchanges

    • 2 Videos
    • 1 Discussion
    • 1 Plugin
    • 1 Assignment
Show info about module content

1 Assignment

  • Graded Quiz: Assisting Customers with Returns

1 Discussions

  • Pre-Quiz Discussion

2 Videos

  • Introduction to Simulations
  • Weekly Review: Assisting Customers with Returns

Customer Data

    • 3 Videos
    • 1 Readings
    • 1 Discussion
    • 2 Assignment
Show info about module content

2 Assignment

  • Activity: Customer Data
  • Practice Quiz: Customer Data

1 Discussions

  • Discussion: Customer Data

3 Videos

  • Introduction: Reporting, Data Entry, and Communication
  • Types of Customer Data
  • Why Customer Data is Collected

1 Readings

  • Summary: Customer Data

Inventory and Data Entry

    • 5 Videos
    • 1 Readings
    • 1 Plugin
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Inventory and Data Entry

5 Videos

  • Data Used in Inventory
  • How Inventory is Tracked
  • Markdowns and Promotions Data
  • Applying Inventory and Data Entry
  • Introduction to Simulations

1 Readings

  • Summary: Inventory and Data Entry

Incident Reports

    • 3 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Incident Reports

3 Videos

  • What is an Incident Report?
  • When Should an Incident Report be Completed?
  • Applying Incident Reports

1 Readings

  • Summary: Incident Reports

Professional Communication

    • 3 Videos
    • 1 Readings
    • 1 Discussion
    • 2 Assignment
Show info about module content

2 Assignment

  • Practice Quiz: Professional Communication
  • Graded Quiz: Reporting, Data Entry, and Communication

1 Discussions

  • Pre-Quiz Discussion

3 Videos

  • Professional communication
  • What does Professional Communication Look Like?
  • Weekly Review: Reporting, Data Entry, and Communication

1 Readings

  • Summary: Professional Communication

E-Commerce in Retail

    • 3 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: E-Commerce in retail

3 Videos

  • Introduction: E-Commerce and Customer Service
  • E-Commerce Defined
  • How is E-Commerce Used in Retail

1 Readings

  • Summary: E-Commerce in Retail

Online Orders with In-Store Pickup

    • 1 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice Quiz: Online Orders with In-Store Pickup

1 Videos

  • Common Issues

1 Readings

  • Summary: Online Orders with In-Store Pickup

Retail E-Commerce Policies

    • 1 Readings
    • 2 Assignment
Show info about module content

2 Assignment

  • Practice Quiz: Retail E-Commerce Policies
  • Graded Quiz: E-commerce and Customer Service

1 Readings

  • Retail E-Commerce Policies

Evaluate Common Retail Transactions

    • 4 Videos
    • 1 PeerReview
Show info about module content

1 Peer Review

  • Evaluate Common Retail Transactions

4 Videos

  • Introduction to Peer Reviews
  • Walkthrough of Peer Review Steps
  • Weekly Review: E-Commerce and Customer Service
  • Congratulations!

Auto Summary

Enhance your retail skills with the comprehensive Retail Customer Service course, designed specifically for the Business & Management domain and offered by Coursera. This foundational course delves into the daily operations of a retail customer service environment, focusing on essential and advanced tasks, such as processing returns and exchanges. Throughout the course, you will engage in real simulations, where you will practice handling sales, returns, exchanges, and customer data entry. Additionally, you will gain insights by observing retail operations in a community setting and sharing your findings with peers. Peer evaluations of sample transactions will ensure you master every step, providing exceptional customer service. By completing this course, you will be equipped to: - Foster positive interactions with customers - Effectively manage and de-escalate conflicts - Execute retail transactions in real-world scenarios - Understand various roles within retail customer service The course spans approximately 1320 minutes and is part of a broader program, with the recommendation to complete the preceding two courses for optimal success. Flexible subscription plans, including Starter and Professional options, cater to your learning needs. Ideal for individuals looking to build a strong foundation in retail customer service, this course is perfect for aspiring retail professionals aiming to enhance their customer service skills and advance their careers in the dynamic retail industry. Join today and take the first step towards delivering outstanding customer experiences.

Cory McLaren
Instructor

Cory McLaren