Online Customer Service Training

Online Retail Training is a specialist e-learning company that has over the last twenty years collected best practices of excellent customer service and retail operations procedures. This has now been put into a e-learning course wear for you to now learn from. Our content is original and unique. The learning is to inspire beyond the daily job we all do and ensure you can use these in your everyday life. Working in retail can be very difficult due to dealing with different types of customer, we hope the learning here in our course will make your daily life easier as there are different tools available for you to use.

Though our courses we have exercises and small assessment to ensure you are learning and understanding the content. Our content has been test in many different environments and industries.

Online Retail Training is the best business training partner that a retailer could have !

With an impressive portfolio of over 300 current retail clients and a history spanning fifteen years exclusively supporting and training retailers, we know retail inside and out.

Our core strengths are our people, whose knowledge and 40 year collective experience specifically in IT for retail is what makes us stand out from the crowd. We care about your business and adopt a very "hands on" and personal approach to our services, with customer satisfaction always in mind.

We are an online training company developed from many years of class room and workshop based training. Delivering training to groups of people in retail can be hard and expensive, so online training is an efficient way to train your staff. Online Retail Training is a tool for all global retailers.

We have many retail training courses available with many more coming.

Course Outline

Most retailers have a dynamic and diverse mix of staff in their stores, but have a single, common need from all of them – exceptional customer service. ORT's Certificates 1 & 2 in Retail Customer Service, are a comprehensive guide to the fundamentals of why great customer service is so important, and how it can be achieved.

In an easy-to-read format, our courses take the student through a logical progression from the basic principles of customer service and working in a retail environment, to their role on the shop floor, where they will learn selling techniques, how to build a relationship with their customers and numerous ways that they can work towards future sales. Full-timers, part-timers, casuals, people returning to the workforce or those in their first role after leaving school or college will all benefit from the in-depth knowledge that our courses will give.

We take the student on a journey from what to expect in a retail environment; the importance of product knowledge; how to present themselves; behaviour and body language and how to set goals for the future, through to stepping onto the shop floor. They are taught how to ask open and closed questions; to listen to the customer; how to overcome objections and close the sale; complaints handling; store security; phone manner and competitive analysis, as well as successful sales techniques to use as tools. Even otherwise sensitive topics such as personal hygiene and body piercings are covered, to provide the student with full coverage of what constitutes great customer service and how it can benefit both the company that they work for and their own career.

Each certificate consists of ten separate modules, each with its own assessment. Each module is punctuated with table format and interactive exercises for the student to complete. The light-hearted approach using colourful cartoon illustrations ensues to hold the student's interest and keep them focused. The courses are light-hearted in appearance, but not light-hearted in content.

Continuous mention is made to the importance of sales, not only for the immediate, but how to encourage future sales and repeat business. Advancements in technology too, are not forgotten, with an overview of point of sale equipment found in most retail outlets, together with reference to internet businesses and servicing customers on-line.

Designed to work in conjunction with live, on-the-job training, our courses will provide invaluable information to anyone working in a retail environment, whether they are just casual workers or plan to make it a long-term career. Particularly helpful as a refresher course, too, for those returning to the workforce, ORT's Certificates 1 & 2 in Retail Customer Service will educate, enthuse and encourage a positive shift in current retail customer service and are a guaranteed good investment.

Course outline of the modules covered in Certificates 1 & 2 :

Certificate 1 – Sales Principles and Fundamental Concepts of Customer Service

Module 1 Self Development & Your Career

Module 2 Sales & Customer Service

Module 3 Product Knowledge

Module 4 Store Presentation

Module 5 Personal Presentation & Hygiene

Module 6 Behaviour & Body Language

Module 7 Working Together

Module 8 Occupational Health & Safety

Module 9 Retail Figures & Formulae

Module 10 Competitor Analysis

Certificate 1 – Sales Principles and Fundamental Concepts of Customer Service

Module 11 Greetings

Module 12 Discovery

Module 13 Offering the Solution

Module 14 Creating Interest with Features & Benefits

Module 15 Overcoming Objections

Module 16 Closing the Sale

Module 17 Additional Selling Techniques

Module 18 Point of Sale

Module 19 Phone Calls, Emails & Internet Sales

Module 20 Complaints Handling & Store Security