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Learn Online: Retail Service Training: Retail PEAK Program

Syllabus: Retail Service Training: Retail PEAK Program

Course Description

Are you working in retail or customer service? Are you preparing yourself for a job in these areas? Would you like to improve your service skills and make your job easier and more fun?

This is your chance to take part in the Retail PEAK program, available on-line for the first time. This course includes three sections from the PEAK Frontline Service module, as follows:

Keeping the Customer Satisfied

More than just smile training, this course introduces you to proven techniques for not just satisfying the customer but for satisfying ALL customers and keeping them coming back. You will examine your own influence in creating the service dynamic and explore techniques for improving internal and external customer relationships. You will have the opportunity to develop a personal service action plan that can be used back on the job.

Dealing with Difficult People

Customer service to the great customer is easy. How about to the not-so-great customer? This section examines the types of difficult people you are most likely to run into and helps you identify specific strategies to improve your service effectiveness with them. You will look at causes of conflict and how personality differences influence our perceptions of others. You will have the chance to try out specific strategies for dealing with difficult people.

Customer Service--Above & Beyond

Make customer service part of who you are, not just what you do. This session will help you identify your personal strengths in service and develop strategies to maximize those strengths to your benefit. You will examine who your personal customers are and how to manage and exceed their expectations. Goal-setting and personal-improvement strategies are also covered.

Course Requirements

Students must have minimum high school level English reading and writing.

Course Goals

By the end of this course, you will be able to:

Understand the key components of excellent customer service
Determine and meet the needs of customers
Present a great first impression
Build relationships with customers to increase loyalty and profits
Create a customer service atmosphere throughout your store
Increase your value as an employee through your improved customer service skills
Learn what makes people 'difficult'
Learn specific strategies for dealing with difficult customers
Understand what causes conflicts
Identify your personal strengths in customer service
Manage and exceed customers' expectations

Course Materials

All course and reading materials are included in the registration fee.

Grading Policy

To receive a certificate for this course, you must complete all lessons, assignments and quizzes and receive at least 70% on graded activities.

Common Questions

How does one complete this course? How long is this course?

This is a self-paced course that you take on your own schedule. You have a maximum of 6 months to successfully complete all the lessons and activities in order to recieve a certificate.

How is this course organized/what topics does this course cover?

This course progresses from learning the basics to more advanced skills in frontline customer service. The modules must be taken in the order presented as each lesson builds on the learning from the previous one.

About this Program

The "Frontline Service Skills" course is part of the Retail PEAK program. It was designed and developed by Retail BC, a professional association for the retail industry in British Columbia, Canada. The PEAK program (Performance Empowerment Attitude Knowledge) is intended for people who are either already working in retail or customer service environments, or preparing themselves for jobs in those environments.

PEAK was officially launched in March 2006, and since then over 1000 participants have completed these courses in the classroom.

This on-line version of the "Frontline Service" module includes 3 PEAK courses: "Keeping The Customer Satisfied", "Dealing With Difficult People", and "Customer Service - Above & Beyond". They have been designed around specific skills and knowledge to help you become more productive, valued and rewarded in your employment in the retail industry. You will be able to take what you learn from each course and use it at work right away.

You will receive a certificate upon successful completion.

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