Will I earn university credit for completing the Specialization?

No, you will not earn university credit for completing this Specialization.

Who is this program for?

This program is for anyone looking to launch a career as a customer service associate in retail.

Is this course really 100% online? Do I need to attend any classes in person?

This course is completely online, so there’s no need to show up to a classroom in person. You can access your lectures, readings and assignments anytime and anywhere via the web or your mobile device.

Can I just enroll in a single course?

Yes! To get started, click the course card that interests you and enroll. You can enroll and complete the course to earn a shareable certificate. When you subscribe to a course that is part of a Certificate, you’re automatically subscribed to the full Certificate. Visit your learner dashboard to track your progress.

CVS Health Retail Customer Service Professional Certificate

Launch your career in retail customer service. In this program, you'll learn important job-ready skills to excel in customer service. No prior experience needed.

Instructors: Denielle Booth

Included with Coursera Plus

Learn more

4 course series

Earn a career credential that demonstrates your expertise

4.8

(95 reviews)

Beginner level

Recommended experience

2 months at 10 hours a week

Flexible schedule

Earn a career credential

Share your expertise with employers

4 course series

Earn a career credential that demonstrates your expertise

4.8

(95 reviews)

Beginner level

Recommended experience

2 months at 10 hours a week

Flexible schedule

Earn a career credential

Share your expertise with employers

What you'll learn

Create positive interactions with customers and de-escalate conflict
Process retail transactions in real-world situations

Overview

The demand for customer service representatives is huge, there are thousands of open job roles in the US alone. This program prepares you for a retail customer service role. Retail customer service is an exciting career where every day is a new day and a new adventure. The target audience for this certificate is anyone who is customer obsessed and is looking to launch a career in retail customer service.

This program uniquely prepares you for your new role by using a blend of videos, activities, discussions, simulations, peer-reviewed projects, and a final capstone. As you complete each of these activities, you will create experiences that you can reference in job interviews or even as you work with customers after you have landed the job.

At the end of this program, you will be able to: - Create positive interactions with customers - De-escalate conflict with customers - Process retail transactions in real-world situations - Describe the different roles in retail customer service

If you are someone that enjoys meeting people, solving problems, and are ready for new experiences, then this program is right for you. Upon completion of this program, you will receive a Professional Certificate from CVS Health to showcase your proficiency. You’ll also gain access to exclusive career support resources to help you in your job search and you’ll have a portfolio of meaningful activities you have completed to show prospective employers.

What’s included

Shareable certificate

Add to your LinkedIn profile

Taught in English

66 practice exercises

Professional Certificate - 4 course series

Throughout this program, there are numerous self-guided activities to help you apply what you learn. In addition, there are three peer review projects, one capstone, and eight simulations.

Simulations allow you to practice customer interactions and transactions in the real world. Customers and managers will react to what you would do in each simulation, and you will be able to correct your actions or words as the simulation continues.

The projects will give you portfolio examples of how to handle customer interactions based on your practice in the real-world simulations. The final capstone project allows you to research and evaluate retail tasks in a real-world setting. You will go into retail settings and use a checklist to provide an analysis of your experience and reflect on how you would act differently based on what you've learned throughout the program.

Introduction to Customer Service

Course 118 hours4.7 (298 ratings)View course

What you'll learn

The Introduction to Customer Service course presents an in-depth look at communication, time management and de-escalation needed for a career in customer service. This course presents frameworks for communication, time management and problem-solving that allow you to improve your skills immediately and to evaluate customer service interactions. In addition, hands-on activities and community observations and projects are a part of this course, allowing you to get a real-world idea of key areas of customer service happening in your community.

Skills you'll gain

Empathy, Time Management, Root Cause Analysis, Customer Service, Active Listening, Problem Solving, Cash Register Operation, De-escalation Techniques, Communication, Transaction Processing, Retail Store Operations, Non-Verbal Communication, Customer Complaint Resolution, and Conflict Management

Interacting with Customers

Course 221 hours4.6 (75 ratings)View course

What you'll learn

This course presents the different customer interactions that happen in a retail setting and allows you to experience real interactions through simulations and scenarios. Interactions examined include in-person, on the phone, or through social media. In addition, you will take your knowledge into the community to observe and evaluate interactions at any business that provides customer service. You will rate interactions by distinguishing between successful interactions and interactions that need improvement interactions as each type of interaction is presented.

Skills you'll gain

Greeting Customers, Professionalism, Active Listening, Social Media, Empathy, Upselling, Company, Product, and Service Knowledge, Time Management, Product Demonstration, Retail Store Operations, Customer Engagement, Conflict Management, Communication, Transaction Processing, Cross Selling, Non-Verbal Communication, Customer Service, and Verbal Communication Skills

Retail Customer Service

Course 321 hours4.8 (32 ratings)View course

What you'll learn

The Retail Customer Service course examines the day-to-day tasks that will be tackled in a retail customer service setting, including advanced skills such as returns and exchanges. You will apply guidelines for transactions such as sales, returns, exchanges, and data entry for customer information in real simulations. You will also observe the skills within a retail community location, evaluating the types of tasks observed and shared with a group of peers. You will complete sample transactions for peer evaluation, ensuring all steps are executed and excellent customer service is provided during any transaction.

Skills you'll gain

Customer Service, Point of Sale, E-Commerce, Transaction Processing, Professionalism, Customer Inquiries, Order Management Systems, Teamwork, Retail Sales, Payment Processing and Collection, Retail Store Operations, Communication, Time Management, Customer Relationship Building, Social Media, Cash Register Operation, Greeting Customers, and Data Entry

Preparing for Your Retail Customer Service Role

Course 45 hours4.4 (16 ratings)View course

What you'll learn

This course provides resume and social media presence guidance to learners looking for a career in customer service. This allows you to optimize your resume for a customer service position and be prepared for your first interview. In addition, you will apply your knowledge gained over the previous courses in the program to a hands-on project that allows you to demonstrate the skills you’ve learned in each course.

Skills you'll gain

Conflict Management, Customer Complaint Resolution, Keyword Research, De-escalation Techniques, Professionalism, Interviewing Skills, Customer Relationship Building, Problem Solving, Communication, Verbal Communication Skills, Customer Service, Call Center Experience, and LinkedIn

Earn a career certificate

Add this credential to your LinkedIn profile, resume, or CV. Share it on social media and in your performance review.

Instructors

Denielle Booth

CVS Health

1 Course7,097 learners

Ricky La

CVS Health

1 Course24,597 learners

Cory McLaren

CVS Health

4 Courses11,660 learners

Offered by

CVS Health

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Frequently asked questions

3-4 months, 5-6 hours per week

No degree or prior experience required

It is recommended that you take the courses in order.

Introduction to Customer Service
Interacting with Customers
Retail Customer Service
Preparing for Your Retail Customer Service Role

A customer service representative is responsible for interacting with customers to provide assistance, answer questions, and handle complaints or issues related to a product or service. They may communicate with customers through various channels such as phone, email, live chat, or in-person, and must be able to effectively listen to customer concerns and provide solutions in a timely and professional manner. Customer service representatives may also be responsible for maintaining customer records, processing orders or returns, and ensuring customer satisfaction.

To be successful as a customer service representative, you need excellent communication skills, both verbal and written, the ability to empathize and problem-solve, active listening skills, patience, and a strong customer service mindset. Additionally, technical skills such as familiarity with customer service software and computer programs may also be required.

Access to lectures and assignments depends on your type of enrollment. If you take a course in audit mode, you will be able to see most course materials for free. To access graded assignments and to earn a Certificate, you will need to purchase the Certificate experience, during or after your audit. If you don't see the audit option:

The course may not offer an audit option. You can try a Free Trial instead, or apply for Financial Aid.

The course may offer 'Full Course, No Certificate' instead. This option lets you see all course materials, submit required assessments, and get a final grade. This also means that you will not be able to purchase a Certificate experience.

When you enroll in the course, you get access to all of the courses in the Certificate, and you earn a certificate when you complete the work. Your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile. If you only want to read and view the course content, you can audit the course for free.

CVS Health Retail Customer Service Professional Certificate

What you'll learn

Overview

Skills you'll gain

What’s included