Retail excellence-Customer interaction


Retail Excellence is a suite of fully animated online courses. The suite comprises 16 titles designed to develop customer service and sales capabilities of people working in customer-focused roles.

Customer satisfaction is often determined by how well a customer’s needs have been met before, during and after any sales or service interaction. Providing a level of customer service that exceeds a customer’s expectations should be the objective of each interaction that you have. This can be achieved by using a standardised process that follows a series of logical steps designed to maximise the efficiency and effectiveness of every customer interaction.

Topics covered

  • The customer interaction flow
  • The customer interaction process
  • Steps of the CI process
  • A quick guide to customer satisfaction

Learning objectives

On completing this course, learners should be able to:
  • Identify and explain the steps of an effective customer interaction
  • Describe the benefits of applying a standardized process to customer interactions
  • List the differences between a good customer interaction and a poor one.

Business outcomes

Organisations implementing this course will:
  • Increase customer retention by consistently delivering service that exceeds their expectations.

Target audience

This course is designed for any worker in your organisation that interacts with customers.


25 minutes
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