Retail Customer Service Training Course

CPD Approved
Retail Customer Service Skills
For me
For teams
  • 100% online training

  • Start when you like

  • Learn on any device (desktop, mobile or tablet)

  • Instant assessment and result

  • Train teams of all sizes

  • Bulk discounts starting at 10% off 10 courses

  • Learn on any device (desktop, mobile or tablet)

£25 +VAT

include vat

Includes a 10% discount for 10+ courses

This online Retail Customer Service training is designed to help anyone working in a retail environment improve their customer service skills. This course ensures that retail staff are constantly and consistently achieving and exceeding their customer's needs and expectations.

All businesses that sell a product or service to the public should strive to provide their customers with the best possible service. This course aims to provide retail workers with the necessary skills and techniques needed to put the customer first and go above and beyond with their service.

This course was last audited on: 13th March 2023
  • Developed by professionals
  • Accredited by CPD
  • Fully online course and assessment with no time limits
  • Full audio voiceover
  • Approximate Duration: 2 hours
  • Same day digital certificate. Printed certificate posted the next working day

Aims of the course

By the end of this course, learners will:

  • Understand the importance and benefits of having excellent customer service skills.
  • Understand how body language and listening play an essential role in providing good customer service.
  • Be able to adapt their communication to the customer and their needs.
  • Know how to remain professional when providing customer service both in person and over the phone.
  • Understand how to deal with complaints effectively and safely.
  • Understand the law in regards to refund and exchange policies.
  • Understand the importance and relevance of social media.
  • Know how to evaluate customer service through feedback and staff training.


CPD Approved

All of our courses are accredited by the CPD Certification Service as conforming to universally accepted Continuing Professional Development (CPD) guidelines.

On successful completion of the course you will be sent a quality assured certificate through the post the next working day. This can be used to provide evidence for compliance and audit. 

Screenshots (click to view)

If you wish to try this course then register for a demo by clicking the 'interactive demo' button. You will be given the option to purchase and continue with your course at the end of your demo!

Interactive Demo

Course content


In this introduction, learners look at the importance of customer service, the cost of poor customer service, customer expectations, and how to go above and beyond.

2Body Language and Listening

In this module, you will look at your appearance, open and closed body language, rapport, honesty, eye contact, and active listening.


In this module, we cover self-awareness and confidence, politeness, acknowledging needs, persuasion and influencing, avoiding jargon, being professional, and customer service over the phone.

4Dealing with Complaints

This module focuses on how to ask questions, explaining and apologising, being empathetic, dealing with queues, refund and exchange policies, handling complaints, and personal safety.

5Evaluating Customer Service

This final module helps learners understand how to evaluate their service through social media, mystery shoppers, feedback and surveys, and staff training.

 Download Course Overview (PDF)


The online assessment is taken on completion of the training material. You will be asked 15 multiple choice questions with a pass mark of 80%. The answers are marked automatically so you will instantly know whether you have passed. If you don't pass don't worry! You can take the test as many times as you need with no extra charge.

Who should take this course?

This course is suitable for anyone working in a retail customer service role, at all levels of employment, who wishes to improve their service skills. This includes employees who deal with customers face-to-face or over the telephone.

If you work in a non-retail environment then our Customer Service Training Course might be more suitable for you.

If you work in a healthcare environment then our Patient Customer Service Training might be more appropriate for your needs.

Course reviews

How do our courses work?

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Purchase and payment

Add your chosen course to your basket. Once you’ve added all the courses you need, follow our step-by-step checkout process where you can purchase using Debit or Credit card.

For companies ordering 5 or more courses, you’ll also be given the option to pay by invoice.

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Course access

Once you’ve completed your purchase, look out for an email containing the details you’ll need to start your training. 

If you’ve purchased a single course, we’ll send you a unique course code. You can use this to add your training to an existing account, or create a brand new one. 

Purchased multiple courses for training your team? We’ll email you all the login details you need to distribute to your staff.

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If your delivery address is in the UK, we will send a hard copy of your certificate to your UK postal address once you’ve completed your course. Although we try to deliver your certificates as soon as possible, please allow 3-4 working days for delivery.

Don’t want to wait? You can instantly download your digital certificate as a PDF after course completion.

Additionally, please note that if your company is paying by invoice we can only issue certificates after your order has been fully paid.

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Continued support

Our friendly customer support team is happy to help at any stage of your training. Call us on 0333 006 7000 or contact, and we’ll do our best to answer any questions you may have. 

Additionally, have you seen our help page? It’s full of useful information to help guide you through your training experience.