This course presents the different customer interactions that happen in a retail setting and allows you to experience real interactions through simulations and scenarios. Interactions examined include in-person, on the phone, or through social media. In addition, you will take your knowledge into the community to observe and evaluate interactions at any business that provides customer service. You will rate interactions by distinguishing between successful interactions and interactions that need improvement interactions as each type of interaction is presented.
Interacting with Customers
This course is part of multiple programs.
Sponsored by Barbados NTI
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There are 4 modules in this course
In week one of this course, you learn how to welcome customers by greeting them when they come into the store and also when they leave. You learn how to create positive interactions with customers and interact with potential customers.
What's included
13 videos5 readings5 quizzes3 discussion prompts
In week two of this course, you learn how to meet customers’ needs. You learn how to build trust through your knowledge of a product and how to find product details. You identify what successful customer service looks like and strategies for cross-selling and upselling.
What's included
22 videos4 readings6 quizzes4 discussion prompts2 plugins
In week three you learn how to identify verbal and nonverbal indicators of escalation with customers. You learn how to convey empathy in difficult situations and collaborate with your team to de-escalate a situation.
What's included
15 videos4 readings4 quizzes1 discussion prompt2 plugins
In week three you learn how to identify verbal and nonverbal indicators of escalation with customers. You learn how to convey empathy in difficult situations and collaborate with your team to de-escalate a situation.
What's included
14 videos5 readings5 quizzes1 peer review3 discussion prompts
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