CVS Health Retail Customer Service Professional Certificate | Coursera

CVS Health Retail Customer Service Professional Certificate | Coursera
CVS Health Retail Customer Service Professional Certificate
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
Instructors
Denielle Booth
CVS Health
1 Course
8,913 learners
Ricky La
CVS Health
1 Course
31,595 learners
Cory McLaren
CVS Health
4 Courses
13,945 learners
5,442
already enrolled
Included with
4 course series
Earn a career credential that demonstrates your expertise
4.6
from 457 reviews of courses in this program
Beginner level
Recommended experience
Recommended experience
Beginner level
No degree or prior experience required. Enthusiasm for customer service and basic internet navigation skills are required.
2 months to complete
at 10 hours a week
Flexible schedule
Learn at your own pace
4 course series
Earn a career credential that demonstrates your expertise
4.6
from 457 reviews of courses in this program
Beginner level
Recommended experience
Recommended experience
Beginner level
No degree or prior experience required. Enthusiasm for customer service and basic internet navigation skills are required.
2 months to complete
at 10 hours a week
Flexible schedule
Learn at your own pace
What you'll learn
Create positive interactions with customers and de-escalate conflict
Process retail transactions in real-world situations
Skills you'll gain
Active Listening
Call Center Experience
Cashiering
Communication
Conflict Management
Cross Selling
Customer Complaint Resolution
Customer Service
Customer Support
De-escalation Techniques
Empathy
Greeting Customers
Product Knowledge
Retail Sales
Retail Store Operations
Selling Techniques
Team Oriented
Time Management
Transaction Processing
Upselling
Details to know
Shareable certificate
Add to your LinkedIn profile
Taught in English
See how employees at top companies are mastering in-demand skills
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Professional Certificate - 4 course series
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.
Applied Learning Project
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 1
19 hours
Course 1
19 hours
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.
By the end of the course, 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

No prior experience in customer service is necessary to be successful in this course.
Skills you'll gain
Category: Empathy
Empathy
Category: Active Listening
Active Listening
Category: Root Cause Analysis
Root Cause Analysis
Category: Customer Service
Customer Service
Category: Problem Solving
Problem Solving
Category: Time Management
Time Management
Category: Non-Verbal Communication
Non-Verbal Communication
Category: Ability To Meet Deadlines
Ability To Meet Deadlines
Category: Retail Store Operations
Retail Store Operations
Category: Conflict Management
Conflict Management
Category: Positivity
Positivity
Category: Transaction Processing
Transaction Processing
Category: Customer Complaint Resolution
Customer Complaint Resolution
Category: Customer Support
Customer Support
Category: De-escalation Techniques
De-escalation Techniques
Category: Call Center Experience
Call Center Experience
Category: Greeting Customers
Greeting Customers
Category: Communication
Communication
Category: Retail Sales
Retail Sales
Interacting with Customers
Course 2
22 hours
Course 2
22 hours
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.
By the end of the course, 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

To be successful in this course, it is recommended that you complete the first course in this program.
Skills you'll gain
Category: Customer Relationship Building
Customer Relationship Building
Category: Greeting Customers
Greeting Customers
Category: Product Knowledge
Product Knowledge
Category: Social Media
Social Media
Category: Empathy
Empathy
Category: De-escalation Techniques
De-escalation Techniques
Category: Professionalism
Professionalism
Category: Conflict Management
Conflict Management
Category: Time Management
Time Management
Category: Company, Product, and Service Knowledge
Company, Product, and Service Knowledge
Category: Retail Sales
Retail Sales
Category: Selling Techniques
Selling Techniques
Category: Cross Selling
Cross Selling
Category: Communication
Communication
Category: Transaction Processing
Transaction Processing
Category: Upselling
Upselling
Category: Retail Store Operations
Retail Store Operations
Category: Customer Service
Customer Service
Category: Customer Engagement
Customer Engagement
Retail Customer Service
Course 3
22 hours
Course 3
22 hours
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.
By the end of the course, 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

To be successful in this course, it is recommended that you complete the first two courses in this program.
Skills you'll gain
Category: Customer Service
Customer Service
Category: Payment Systems
Payment Systems
Category: Transaction Processing
Transaction Processing
Category: E-Commerce
E-Commerce
Category: Customer Data Management
Customer Data Management
Category: Customer Inquiries
Customer Inquiries
Category: Point of Sale
Point of Sale
Category: Payment Processing and Collection
Payment Processing and Collection
Category: Social Media
Social Media
Category: Data Entry
Data Entry
Category: Cross-Functional Collaboration
Cross-Functional Collaboration
Category: Retail Store Operations
Retail Store Operations
Category: Cashiering
Cashiering
Category: Record Keeping
Record Keeping
Category: Retail Sales
Retail Sales
Category: Team Oriented
Team Oriented
Category: Time Management
Time Management
Category: Accident Reporting
Accident Reporting
Category: Cash Handling
Cash Handling
Category: Customer Relationship Building
Customer Relationship Building
Preparing for Your Retail Customer Service Role
Course 4
6 hours
Course 4
6 hours
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.
By the end of the course, you will be able to:
- Create positive interactions with customers
- De-escalate conflict with customers
- Create solutions to customer problems
- Describe the different roles in call center customer service

To be successful in this course, it is recommended that you complete the first three courses in this program.
Skills you'll gain
Category: Greeting Customers
Greeting Customers
Category: Inbound Calls
Inbound Calls
Category: Interviewing Skills
Interviewing Skills
Category: Problem Solving
Problem Solving
Category: Customer Support
Customer Support
Category: Customer Service
Customer Service
Category: Conflict Management
Conflict Management
Category: Communication
Communication
Category: Customer Relationship Building
Customer Relationship Building
Category: Customer Inquiries
Customer Inquiries
Category: De-escalation Techniques
De-escalation Techniques
Category: Keyword Research
Keyword Research
Category: Verbal Communication Skills
Verbal Communication Skills
Category: Call Center Experience
Call Center Experience
Category: Customer Complaint Resolution
Customer Complaint Resolution
Category: Outbound Calls
Outbound Calls
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 Course
8,913 learners
Instructors
Denielle Booth
CVS Health
1 Course
8,913 learners
Ricky La
CVS Health
1 Course
31,595 learners
Cory McLaren
CVS Health
4 Courses
13,945 learners
Offered by
CVS Health
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
No, you will not earn university credit for completing this Specialization.
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.
This program is for anyone looking to launch a career as a customer service associate in retail.
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.
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.
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.
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