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Customer Service & Retail

Serving customers well in shops, call centres and service teams, including modern retail systems and handling difficult situations.

Area status: Open — early accessStarter → Proficient

Open to learners today. New and still being improved. Tell us if anything is unclear.

At a glance

  • 3 training programmes
  • Levels: Starter → Proficient
  • Used in 9 seed pathways
  • 10 skills
A retail assistant in a supermarket aisle holding a barcode scanner in one hand and checking a phone in the other.

Training in this area

3 training programmes

Each programme shows its own status. Planned modules are an outline and may change before they are built and reviewed.

Status: Open — early accessStart here

Customer Service Foundations

Serve customers well: listen, ask, explain clearly, handle complaints calmly, know when to escalate and protect customer information.

  • Level range: Starter → Capable
  • 9 related pathways
  • About 6 hours (estimate)

Units

  1. What Good Service Actually Is
  2. Listening and Asking the Right Questions
  3. Explaining Clearly on Every Channel
  4. When Something Has Gone Wrong
  5. Angry Customers and Holding a Boundary
  6. Returns, Escalation and Handing Over
  7. Customer Information and Fraud
  8. Customer Service Practical Assessment (reviewed practical assessment)

What you’ll practise

  • Responding to an upset customer in a role-play
  • Deciding when to escalate
  • Handling a return request

Skills

  • Greeting and helping customers
  • Serving across channels
  • Handling complaints
  • Handling difficult situations
  • Escalation
  • Customer privacy and fraud awareness
Status: Planned

Retail Supervision

Step up from team member to supervisor: rosters, opening and closing, escalations and supporting your team.

  • Level range: Capable → Proficient
  • No related pathway yet

Planned modules

  1. From team member to supervisor
  2. Rosters and shifts
  3. Escalations and difficult customers
  4. Opening and closing routines

What you’ll practise

  • Building a weekly roster
  • Handling an escalated complaint

Skills

  • Supervising a team
  • Rosters and planning
  • Handling complaints

Best after: Customer Service Foundations

Status: Planned

Retail Systems Basics

Understand tills, payments and refunds, receiving and counting stock, and end-of-day routines in modern retail.

  • Level range: Starter → Capable
  • No related pathway yet

Planned modules

  1. How a till works
  2. Payments and refunds
  3. Receiving and counting stock
  4. End-of-day routines

What you’ll practise

  • Processing a refund in a simulation
  • Finding a stock discrepancy

Skills

  • Point-of-sale concepts
  • Inventory basics

Best after: Customer Service Foundations

Who it’s for

Professions, goals and skill families

Related professions and industries

Goals it supports

Skill families

Related pathways

Pathways that use this training

Worked out automatically from the training each pathway stage uses.

Current availability

Open — early access

  • Open — early accessOpen to learners today. New and still being improved. Tell us if anything is unclear. 1 training programmes
  • PlannedDesigned and scheduled, not yet in development. 2 training programmes

Nothing is shown as available before it has been reviewed and approved for learners. See all training.

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