This eCourse aims to provide you with the knowledge and understanding of how to deliver excellent customer service, and how customer complaints and problems are resolved successfully in a retail business.
Welcome to the Customer Service Skills eCourse
Ensuring all customer interactions are memorable
Let’s Get Started !
Commencing February 21
About the course
There are four learning topics:
- Providing Excellent Customer Service
- Listening To Your Customers
- Interpreting Customer Service Standards
- Resolving Customer Service Complaints and Problems
Other course information
This eCourse is suitable whether you are new to the retail sector or you wish to upskill
yourself within your current retail role, or one you aspire to! You have access to your course 24 hours a day, seven days a week, 365 days a year, making learning work for you, at a pace and time that suits you. Learners with a keen interest in working within the retail sector and existing retail employees.
How you are assessed
When you have completed your eCourse, take the on-line assessment to test and validate your new knowledge! Once successful you will receive an ATHE Endorsed Programme Certificate in Customer Service Skills from South East College of Further Education & Training.
Who developed the course?
This eCourse; Customer Service Skills was designed and developed by Susan Madden. Susan holds an MSc in adult education and has over 30 years experience and expertise in designing, developing and delivering retail courses.
Read what our clients say
“We’ve been fortunate enough to work with Southeast College for over a year and a half where Susan has successfully delivered our GROW Management Development Programme. The purpose of this bespoke course was to upskill our Managers on how to effectively coach their teams and deliver feedback on a consistent basis using the necessary tools provided by Susan. To date, we’ve successfully enrolled over 20 members of our management team on this programme which has transformed our colleagues experience with the hotels as our Managers are now equipped with both the skills and knowledge to deliver this within their departments. The GROW model has now formed part of our culture and we look forward to working with Southeast College for the foreseeable.”
“Chadwicks Group have a long-standing partnership with South East College in delivering our internal people development programmes. The tailored accredited programs such as our Management Development Programme and our Sales Academy Programme have been invaluable in developing and retaining talented colleagues within the group. Graduates have progressed to fill various management roles, as well as becoming invaluable members of our team. These programs are a strategic enabler that adds value to Chadwicks, helping to future proof our organisation for the challenging times ahead.”
“South East College has delivered ‘Platinum’ training over the years. Learners are blown away by South East Colleges’ professionalism, flexibility and adaptability. They invoke total engagement from their learners and provide the learner with the ability to apply what they have learned to their job function.”
“I have had the pleasure of working with Susan Madden and the Team from South East College on a project focusing on sales leadership that involved 40 participants from around the world for 1 week of professional development. Having briefed Susan on my objective for the week, Susan very quickly translated my idea into something tangible that brought my proposed agenda to a level best described as world class. The quality of the training was second to none and Susan created an engaged learning environment for the duration of the event.
I would highly recommend Susan and the team at South East College for any training and facilitation requirements. Susan is without a doubt the best trainer / facilitator I have encountered in my 16-year career in business development. “
“Fleetwood Paints have a long-standing partnership with Susan Madden and we are delighted to be entering this new chapter with South East College online. Fleetwood Paints and South East college share a common theme of investing in people and nurturing professional and personal development within business. We are thrilled to have the continuous support and the innovative mindset of Susan throughout the years in helping us to work towards our maximum potential in business and looking forward to working with south East college in the future.”
“We have worked with Susan and the team at South East college for almost 13 years. Susan has supported us in the areas of Strategic Planning, the design and delivery of extensive Management Development programmes along with HR support and consultancy. This work has had a significant influence on the successful growth and development of our business. Susan works in true professional partnership with organisations and provides very valuable insight, challenge and strategic guidance while never losing sight of the commercial basics and practicalities!”
“BWG Foods has worked with Susan Madden, principal of Retail Training Consultancy for up to 15 years. Most recently we have worked in partnership to develop and deliver a bespoke champion customer service programme which was aimed at employees across our retail and wholesale estate. The objective of this training programme was to equip all retail and wholesale employees with the knowledge, behaviour and attitude to deliver exceptional customer service through an in-store champion, specifically trained and motivated in their task.
Working in partnership with Susan we developed and delivered a highly engaging series of workshops. These challenged the participants to excel in the area of customer service. With Susan’s mentoring support each participant succeeded in bringing real change to our business and changed attitudes and perceptions to customer service throughout.
In our experience of dealing with Susan we found she always brings a high level of energy, professionalism and enthusiasm in all training and development ventures. This has transferred to each and every participant for excellent results.
We would highly recommend Retail Training Consultancy for training and development of employees.”
“The Meagher’s Pharmacy Group has a long-standing relationship with Susan Madden, and partnership with South East College. The Meagher’s Team and I have continued to work closely with Susan and her colleagues on business development projects, further education of management and upskilling of individual team members. Susan has continued to provide me with invaluable support, advise and wise counsel over the years!”