How long does this certification take?

The programme takes 10 Weeks and can be completed self-paced or with live virtual sessions.

Is this certification globally recognised?

Yes. GLI certifications carry CPD credits and are internationally recognised.

What level is this certification?

This is a Intermediate Level certification.

Email info@certifications.ac, WhatsApp +254 722 223 084, or fill in the enrolment form on this page.

What is included in the fee?

All study materials, study guide, examination, digital certificate and badge. Live option adds tutor sessions and priority support.

Certified Retail Customer Service Excellence Expert in Burkina Faso

Executive Summary

Certified Retail Customer Service Excellence Expert

Designed for today’s high-impact professionals, the Certified Retail Customer Service Excellence Expert (CRET2) delivers a rigorous Intermediate-level curriculum that equips participants with the knowledge, tools and frameworks needed to excel in customer service, contact-centre operations and customer experience.

This 10 Weeks programme is structured around recognised customer-experience and service-quality standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CRET2 holders are recognised by leading organisations across Africa, the Gulf, Europe and the Americas as qualified, results-driven professionals. Whether you are advancing your current career or transitioning into new responsibilities, this certification provides the competitive edge you need in 2026 and beyond.

Programme Overview

Certification at a Glance

Certification

Certified Retail Customer Service Excellence Expert

Acronym

CRET2

Who Should Enrol?

Customer Service Representatives
Contact-Centre and Front-Office Staff
Customer Experience Professionals
Service and Support Team Leaders

Programme Inclusions

Everything Included in Your Enrolment

All study materials and study guide
Access to GLI online learning portal
Online examination and assessment
Digital certificate and digital badge
Physical certificate (shipped to you)
CPD credits for professional bodies
GLI alumni network membership
Facilitator and tutor support
Resource downloads and reference library
Automatic enrolment confirmation

Certification Benefits

Why This Certification Matters for Your Career

Career Advancement

Accelerate your career towards senior customer-experience and service-operations roles

Professional Recognition

Credential aligned with recognised customer-experience and service-quality standards

Leadership Capability

Develop the strategic and operational skills to lead complex customer service functions

Organisational Impact

Design and implement customer service systems that drive performance and measurable results

Compliance Readiness

Master the standards, compliance and ethical governance central to customer service

Global Employability

Qualify for customer service roles across corporates, retail, banks, telecoms and service organisations worldwide

Competency Framework

Core Competencies You Will Develop

✦Customer Service Excellence and Standards

✦Contact Centre and Multichannel Operations

✦Complaint Handling and Service Recovery

✦Customer Experience Design and Journey Mapping

✦Service Quality, Metrics and Continuous Improvement

✦Professional Ethics and Governance

Course Curriculum

Programme Modules

The full programme, module by module.

1

Foundations and Strategic Context of Certified Retail Customer Service Excellence Expert

Certified Retail Customer Service Excellence Expert: industry context, trends and professional standards · Customer service and experience principles · The value of customer-centricity · Customer expectations and satisfaction

2

Service Standards and Measurement

Marketing measurement and attribution · Customer journey mapping and service design · Complaint handling and service recovery · Route to market and channel design

3

Conduct and Fair Treatment

Commercial ethics and responsible selling · Complaint handling and service recovery · Brand, reputation and communications · Analytical techniques and bias

4

Complaints as Information

Complaint handling and service recovery · Customer journey mapping and service design · Customer retention, loyalty and lifetime value · Sales analytics and metrics

5

Recovery and First-Contact Authority

Complaint handling and service recovery · Customer journey mapping and service design · Commercial ethics and responsible selling · Driving effective, ethical outcomes

6

The Journey Behind the Contact

Customer journey mapping and service design · Complaint handling and service recovery · Customer retention, loyalty and lifetime value · Psychoeducation and workshops

7

Retention and Lifetime Value

Customer retention, loyalty and lifetime value · Customer journey mapping and service design · Marketing measurement and attribution · Coaching and skill development

8

Distribution and Supply

Emergency, humanitarian and constrained procurement · Supply chain and cargo security · Real estate marketing channels and property portals · Procurement and asset management under donor rules

9

Communication

Writing advisory reports that drive decisions · Reporting to boards and executives · Monitoring, control and reporting · Professional documentation and presentation

10

Leadership and Teams

Key account management strategy · Renewals and churn management · Field sales and territory management · Tender and bid management

11

Performance and Targets

Setting objectives and marketing KPIs · Marketing and sales KPIs and dashboards · Setting objectives, indicators and targets · Service KPIs: CSAT, NPS, CES, SLAs

12

Capability Development

Knowledge management and capability building · Creating a coaching culture · Delegating for development · Managing resistance and capability building

13

Strategic Context

Supplier market analysis and competition · Strategic customer relationships · Manufacturing strategies: make-to-stock, make-to-order and batch versus flow · Content strategy across platforms

14

Risk and Compliance

Emerging tools and innovation · Corporate governance principles and purpose · Accounting concepts, principles and the regulatory landscape · Working with referrers and multidisciplinary teams

15

Legal and Terms

Vendor, venue and supplier contracting for events · Vehicle documentation, compliance and consumer protection · Communicating with families and carers · Subcontractor and supplier management

16

Campaigns and Projects

Account planning and whitespace analysis · Web, campaign and funnel analytics · Leading campaigns and sales projects · Professional writing and reports

17

Operations

Healthcare quality, safety and accreditation · Psychoeducation and public communication · Outcome and process measures · Quality and delivery metrics

18

Relationships and Partners

Stakeholder and impact analysis · Influencing and safety leadership · Influencing and persuasion · Categories of spend and stakeholders

19

Ethics and Conduct

Sustainability and climate responsibility · Ethics and responsible leadership · Professional standards and ethics (CIPS) · Sustainability and responsible sourcing

20

International Markets

Grades, standards and export certification (GlobalG.A.P.) · Export readiness and standards · The agricultural sector: systems, actors and global food value chains · Transfer pricing and international tax

21

Change and Adoption

Habit change and behaviour design · Change control and configuration · Organisational change management · Agile and digital transformation projects

22

People and Incentives

Employee experience and engagement · Customer and employee satisfaction · Employee engagement models and drivers · The employee lifecycle and HR value chain

23

Sustainability

Environmental management systems (ISO 14001) · Environmental monitoring and reporting · Continuous environmental improvement · Environmental, social and governance (ESG)

24

Learning and Research

Motivation and self-directed learning · Research methods for policy · Learning transfer and capability building · Monitoring, evaluation and learning for accountability

25

Markets and Customers

Market linkages and aggregation · Demand analysis and market intelligence · Branding and product differentiation · Professional ethics in customer service

26

Selling Practice

Regulatory duty and accountability · Relationship management and cross-selling · Advisory and needs-based selling · Financial, management and cost accounting distinguished

27

Customer Experience

Prioritising experience investments · Designing a service or experience improvement · Customer service technology stack · Relationship management and retention

28

Digital Channels

Technology selection and integration · Emerging service technologies · Digital, mobile and internet banking · Digital disruption and the future of banking

29

Evidence and Analytics

Psychometric and screening tools · Agile metrics and velocity · AI and predictive project analytics · Customer personas and insight

30

Commercial Finance

Pricing, promotions and markdowns in retail · Root cause analysis frameworks in advisory work · Presenting recommendations to senior decision-makers · Health financing: budgets, insurance and out-of-pocket realities

Every module opens in the learning portal with its full lesson set, worked examples, further reading and video masterclasses. 30 modules · 150 lessons.

Learning Outcomes

What You Will Achieve

Service Standards and Measurement — applied to your own work
Conduct and Fair Treatment — applied to your own work
Complaints as Information — applied to your own work
Recovery and First-Contact Authority — applied to your own work
The Journey Behind the Contact — applied to your own work
Retention and Lifetime Value — applied to your own work

Enrolment Process

How to Get Certified

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Step 1: Choose Your Certification

You are viewing Certified Retail Customer Service Excellence Expert — one of GLI's 1,990+ globally recognised professional certifications.

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Step 2: Enrol & Pay Online — Instantly

Click Enrol & Study Online to register and pay securely via Paystack, Visa, Mastercard, M-Pesa or bank transfer. Access is granted the moment payment is confirmed.

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Step 3: Study in the GLI Learning Portal

Work through 30 structured modules and 150 lessons at your own pace, with downloadable resources and expert-designed content — all inside the LMS.

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Step 4: Pass, Get Certified & Verified

Sit your final examination online, earn your certificate instantly, and receive a globally verifiable Certificate ID — plus GLI Alumni Network access.

🎓 Enrol & Study Online — Instant Access

Secure checkout · Instant LMS access · Globally verifiable certificate

Frequently Asked Questions

Common Questions

What is the CRET2 certification?

The Certified Retail Customer Service Excellence Expert (CRET2) is a Intermediate-level professional certification awarded by the Global Leadership Institute (GLI). It is designed to equip professionals in customer service, contact-centre operations and customer experience with practical skills, internationally recognised frameworks, and the credentials needed to advance their careers.

Who should enrol in the CRET2?

This certification is ideal for Customer Service Representatives, Contact-Centre and Front-Office Staff, Customer Experience Professionals and Service and Support Team Leaders, and other professionals seeking to formalise their expertise in customer service, contact-centre operations and customer experience with a globally recognised credential.

How long does the CRET2 certification take to complete?

The programme is structured over 10 Weeks and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

Is the CRET2 internationally recognised?

Yes. GLI certifications are recognised across 100+ countries and are aligned with recognised customer-experience and service-quality standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

What is the cost of the CRET2 certification?

The Certified Retail Customer Service Excellence Expert is offered in two formats: Self-Paced at USD 399 and Live Virtual at USD 599. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CRET2 certification include?

Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

What is the assessment format for the CRET2?

The Certified Retail Customer Service Excellence Expert is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

What CPD credits do I earn from the CRET2?

The Certified Retail Customer Service Excellence Expert carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CRET2 while working full-time?

Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

What career outcomes can I expect from the CRET2?

Graduates progress towards senior customer-experience and service-operations roles. The CRET2 strengthens your expertise in customer service, contact-centre operations and customer experience and positions you for advancement across corporates, retail, banks, telecoms and service organisations.

Graduate Voices

What Our Alumni Say

“

The curriculum was directly applicable to my daily work. I immediately applied what I learned and saw results within weeks of completing the programme.

Customer Experience Director

Private Sector

“

GLI's certification is the most practical professional programme I have attended. The international frameworks gave me credibility with my employer and clients.

Service Operations Manager

NGO Sector

“

I earned my CRET2 while working full-time. The self-paced format made it possible, and the quality of the content is genuinely world-class.

Contact Centre Lead

Government

Certified Retail Customer Service Excellence Expert

Certified Retail Customer Service Excellence Expert

Certification at a Glance

Who Should Enrol?

Everything Included in Your Enrolment

Why This Certification Matters for Your Career

Core Competencies You Will Develop

Programme Modules

What You Will Achieve

How to Get Certified

Common Questions

What Our Alumni Say

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