Retail Customer Service

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Retail Customer Service

This course is part of CVS Health Retail Customer Service Professional Certificate

Instructor: Cory McLaren

3,569 already enrolled

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5 modules

Gain insight into a topic and learn the fundamentals.

35 reviews

Beginner level

Recommended experience

2 weeks to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

5 modules

Gain insight into a topic and learn the fundamentals.

35 reviews

Beginner level

Recommended experience

2 weeks to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

Skills you'll gain

Tools you'll learn

Order Management Systems

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

24 assignments¹

AI Graded see disclaimer

Taught in English

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Build your Business Essentials expertise

This course is part of the CVS Health Retail Customer Service Professional Certificate

When you enroll in this course, you'll also be enrolled in this Professional Certificate.

Learn new concepts from industry experts
Gain a foundational understanding of a subject or tool
Develop job-relevant skills with hands-on projects
Earn a shareable career certificate from CVS Health

There are 5 modules in this course

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.

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.

What's included

16 videos4 readings4 assignments3 discussion prompts

16 videos Total 34 minutes

Introduction: CVS Health Customer Service Professional Certificate 3 minutes
Course Overview: Retail Customer Service 3 minutes
Introduction to Your Instructor - Cory 2 minutes
Weekly Introduction: Retail Customer Service Roles 1 minute
Retail Customer Service Role 2 minutes
Types of Customer Service Roles 3 minutes
A Day in the Life of a Retail Customer Service Associate 2 minutes
Hear from: Cory McLaren 1 minute
Collaboration in Customer Service 2 minutes
Asking for Help Outside of Your Department 3 minutes
Collaborating with Managers 2 minutes
Applying Collaborating with Your Team 3 minutes
How to Ask for Help When You Need It 1 minute
Support from Coworkers 3 minutes
Support in a Retail Environment from Managers 2 minutes
Weekly Overview: Retail Customer Service Roles 1 minute

4 readings Total 100 minutes

Course Syllabus 30 minutes
How to Be Successful in this Course 10 minutes
Summary: Collaborating with Your Team 30 minutes
Summary: Support in a Retail Environment 30 minutes

4 assignments Total 95 minutes

Practice Quiz: Retail Customer Service Tasks 15 minutes
Practice Quiz: Collaborating with Your Team 15 minutes
Practice Quiz: Support in a Retail Environment 15 minutes
Graded Quiz: Retail Customer Service Roles 50 minutes

3 discussion prompts Total 30 minutes

Meet and Greet 10 minutes
Customer Service Reflection 10 minutes
Pre-Quiz Discussion 10 minutes

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.

What's included

15 videos4 readings5 assignments1 discussion prompt1 plugin

15 videos Total 35 minutes

Introduction: Meeting Customer Needs with Transactions 1 minute
Types of Retail Sales Transactions 3 minutes
Types of Retail Return/Exchange Transactions 3 minutes
Applying: Retail Transactions 2 minutes
What is a SKU? 3 minutes
Why is a SKU Important? 2 minutes
Price Checking 2 minutes
Appying Product Pricing and SKUs 2 minutes
Types of Transactions that Require Identification 4 minutes
Types of Acceptable Identification 2 minutes
Applying Customer Identification Policies 3 minutes
Types of Payment 2 minutes
Potential Issues During a Sale 3 minutes
Introduction to Simulations 2 minutes
Weekly Review: Meeting Customer Needs with Transactions 1 minute

4 readings Total 100 minutes

Summary: Retail Transactions 10 minutes
Summary: Product Pricing and SKUs 30 minutes
Summary: Customer Identification Policies 30 minutes
Summary: Payments in Retail 30 minutes

5 assignments Total 110 minutes

Practice Quiz: Retail Transactions 15 minutes
Practice Quiz: Product Pricing and SKUs 15 minutes
Practice Quiz: Customer Identification Policies 15 minutes
Practice Quiz: Payments in retail 15 minutes
Graded Quiz: Meeting Customer Needs with Transactions 50 minutes

1 discussion prompt Total 10 minutes

Pre-Quiz Discussion 10 minutes

1 plugin Total 15 minutes

Simulation: Meeting Customer Needs with Sales Transactions 15 minutes

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.

What's included

10 videos3 readings5 assignments2 discussion prompts1 plugin

10 videos Total 20 minutes

Introduction: Assisting Customers with Returns 1 minute
Returns vs Exchanges 2 minutes
Hear from: Cory McLaren 1 minute
Applying the Definition of a Return and Exchange 2 minutes
Return and Exchange Policies 2 minutes
Applying Return and Exchange Policies 3 minutes
Why Documentation is Important for Returns and Exchanges 2 minutes
Common Documentation Required for Returns and Exchanges 3 minutes
Introduction to Simulations 2 minutes
Weekly Review: Assisting Customers with Returns 1 minute

3 readings Total 70 minutes

Summary: Return vs Exchange 30 minutes
Summary: Return and Exchange Policies 30 minutes
Summary: Documentation for returns and exchanges 10 minutes

5 assignments Total 125 minutes

Practice Quiz: Assisting Customers with Returns 15 minutes
Activity: Returns and Exchanges Policies 30 minutes
Practice Quiz: Return and Exchange Policies 15 minutes
Practice Quiz: Documentation for returns and exchanges 15 minutes
Graded Quiz: Assisting Customers with Returns 50 minutes

2 discussion prompts Total 20 minutes

Discussion: Returns and Exchanges 10 minutes
Pre-Quiz Discussion 10 minutes

1 plugin Total 15 minutes

Simulation: Meeting Customers Needs with Returns and Exchanges 15 minutes

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.

What's included

14 videos4 readings6 assignments2 discussion prompts1 plugin

14 videos Total 35 minutes

Introduction: Reporting, Data Entry, and Communication 1 minute
Types of Customer Data 3 minutes
Why Customer Data is Collected 3 minutes
Data Used in Inventory 2 minutes
How Inventory is Tracked 3 minutes
Markdowns and Promotions Data 2 minutes
Applying Inventory and Data Entry 2 minutes
Introduction to Simulations 2 minutes
What is an Incident Report? 2 minutes
When Should an Incident Report be Completed? 3 minutes
Applying Incident Reports 4 minutes
Professional communication 2 minutes
What does Professional Communication Look Like? 4 minutes
Weekly Review: Reporting, Data Entry, and Communication 1 minute

4 readings Total 60 minutes

Summary: Customer Data 30 minutes
Summary: Inventory and Data Entry 10 minutes
Summary: Incident Reports 10 minutes
Summary: Professional Communication 10 minutes

6 assignments Total 140 minutes

Activity: Customer Data 30 minutes
Practice Quiz: Customer Data 15 minutes
Practice Quiz: Inventory and Data Entry 15 minutes
Practice Quiz: Incident Reports 15 minutes
Practice Quiz: Professional Communication 15 minutes
Graded Quiz: Reporting, Data Entry, and Communication 50 minutes

2 discussion prompts Total 20 minutes

Discussion: Customer Data 10 minutes
Pre-Quiz Discussion 10 minutes

1 plugin Total 15 minutes

Simulation: Handling Customer Data - Retail 15 minutes

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.

What's included

8 videos3 readings4 assignments1 peer review

8 videos Total 13 minutes

Introduction: E-Commerce and Customer Service 1 minute
E-Commerce Defined 2 minutes
How is E-Commerce Used in Retail 2 minutes
Common Issues 3 minutes
Introduction to Peer Reviews 2 minutes
Walkthrough of Peer Review Steps 2 minutes
Weekly Review: E-Commerce and Customer Service 0 minutes
Congratulations! 1 minute

3 readings Total 70 minutes

Summary: E-Commerce in Retail 30 minutes
Summary: Online Orders with In-Store Pickup 10 minutes
Retail E-Commerce Policies 30 minutes

4 assignments Total 110 minutes

Practice Quiz: E-Commerce in retail 15 minutes
Practice Quiz: Online Orders with In-Store Pickup 15 minutes
Practice Quiz: Retail E-Commerce Policies 30 minutes
Graded Quiz: E-commerce and Customer Service 50 minutes

1 peer review Total 60 minutes

Evaluate Common Retail Transactions 60 minutes

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Instructor

Instructor ratings

(9 ratings)

Cory McLaren

CVS Health

4 Courses 13,632 learners

Offered by

CVS Health

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Reviewed on Aug 4, 2023

Great course I love and respect people and customers, I love working hard.

Reviewed on Jan 29, 2024

Nice course covering many aspects about Retail Customer Service.

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Frequently asked questions

To access the course materials, assignments and to earn a Certificate, you will need to purchase the Certificate experience when you enroll in a course. You can try a Free Trial instead, or apply for Financial Aid. The course may offer 'Full Course, No Certificate' instead. This option lets you see all course materials, submit required assessments, and get a final grade. This also means that you will not be able to purchase a Certificate experience.

When you enroll in the course, you get access to all of the courses in the Certificate, and you earn a certificate when you complete the work. Your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile.