Section outline

• Select section Course overview

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  Course overview

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  Build consistent service behaviour, clear communication, and confident complaint handling on the shop floor.

  Duration90 minutes

  ForStore crew, cashiers, customer service

  To completeAll lessons + pass 80%

  You will be able to

  • Apply the GREAT interaction standard during peak and off-peak trading.
  • Use questions and active listening to identify the customer need before recommending.
  • Resolve or escalate complaints with the LEAD steps, within your authority.

  Start with lesson 1

  In this course

  1. 1Service Standards in PracticeLesson · 25 min
  2. 2Communication and Needs DiscoveryLesson · 25 min
  3. 3Complaints and Service RecoveryLesson · 25 min
  4. 4AssessmentAssessment, pass 80% · 15 min
• Select section Course content

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  Course content

  • Select activity 1. Service Standards in Practice

    

    1. Service Standards in Practice Page

    Completion

    Students must

    

    View
  • Select activity 2. Communication and Needs Discovery

    

    2. Communication and Needs Discovery Page

    Completion

    Students must

    

    View
  • Select activity 3. Complaints and Service Recovery

    

    3. Complaints and Service Recovery Page

    Completion

    Students must

    

    View
  • Select activity 4. Assessment

    

    4. Assessment Quiz

    Completion

    Students must

    

    Receive a grade

    

    Receive a passing grade

    Scenario-based assessment covering all modules of this course. Pass mark 80%. Up to 3 attempts; your highest grade counts.