Managing Customer Service & Sales

Lead your team to success with an effective employee performance management process.

This course will help you manage and improve your store’s customer service and sales performance by using the National Retail Foundation’s Customer Service & Sales Skill Standards (NRF CSS). You will learn the key performance activities for each standard and how to apply them equally to instill consistent performance across your team.

Audience: Managers

Track: Grow Employee Skills

Course Topics:

  • Importance of Managing Customer Service & Sales (CSS)
  • Defining CSS Performance
  • Determining & Evaluating CSS Performance
  • Creating CSS Systems & Methods

After completing this course, managers should be able to:

  • Explain why managing customer service is critical to your store’s success.
  • Define desired associate and manager behaviors using NRF Customer Service Skill Standards (CSS).
  • Determine and evaluate your store’s CSS performance activities based on defined measurements.
  • Create CSS support systems and processes to ensure success.
  • Course topics: 1 hour
  • Course test: 15 minutes

Desktop, laptop, or tablet

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Managing Customer Service & Sales

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