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.
Interacting with Customers
Interacting with Customers
This course is part of multiple programs.
Instructor: Denielle Booth
4,046 already enrolled
Included with 
Gain insight into a topic and learn the fundamentals.
4.8
(44 reviews)
Beginner level
Recommended experience
21 hours to complete
3 weeks at 7 hours a week
Flexible schedule
Learn at your own pace
Skills you'll gain
Details to know
Shareable certificate
Add to your LinkedIn profile
Assessments
20 assignments
Taught in English
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There are 4 modules in this course
In week one of this course, you learn how to welcome customers by greeting them when they come into the store and also when they leave. You learn how to create positive interactions with customers and interact with potential customers.
What's included
13 videos5 readings5 assignments3 discussion prompts
In week two of this course, you learn how to meet customers’ needs. You learn how to build trust through your knowledge of a product and how to find product details. You identify what successful customer service looks like and strategies for cross-selling and upselling.
What's included
22 videos4 readings6 assignments4 discussion prompts2 plugins
In week three you learn how to identify verbal and nonverbal indicators of escalation with customers. You learn how to convey empathy in difficult situations and collaborate with your team to de-escalate a situation.
What's included
15 videos4 readings4 assignments1 discussion prompt2 plugins
In week three you learn how to identify verbal and nonverbal indicators of escalation with customers. You learn how to convey empathy in difficult situations and collaborate with your team to de-escalate a situation.
What's included
14 videos5 readings5 assignments1 peer review3 discussion prompts
Instructor
Instructor ratings
4.8 (15 ratings)Offered by
Recommended if you're interested in Business Essentials
Kennesaw State University
CVS Health
Coursera Instructor Network
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Learner reviews
4.8
44 reviews
- 5 stars
88.63%
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4.54%
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4.54%
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0%
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Showing 3 of 44
VM
5
Reviewed on Sep 20, 2023
This course guided my thinking into developing a more professional structure to enhance my direct love of working with people in a Customer Service setting.
SR
5
Reviewed on Aug 13, 2024
Great detailed information to assist the customer service rep!
JA
5
Reviewed on Jun 26, 2024
It was a great course especially the examples of deescalating and showing empathy.
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