Retail excellence-Developing Customer Relationships


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.

Developing Customer Relationships is a suite of three courses designed to help learners build strong customer relationships during the customer interaction process.


Course title



The Importance of Rapport
  • It’s all about getting along
  • Rapport in the workplace
  • The benefits of rapport
  • Features of rapport
  • Recognising rapport
25 minutes
Matching and Mirroring
  • Matching and mirroring
  • Matching techniques
  • Mirroring
  • Matching and mirroring: dos and don’ts
25 minutes
  • Conversational co-driving
  • Changing pace
  • Pacing techniques
25 minutes
Total Duration
75 minutes

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.

Further information

For further information, please refer to the individual course information sheets for each title in this suite.

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