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 (CRET2)

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

✦Retail Customer Experience Architecture

✦Retail Service Touchpoints

✦Checkout Experience

✦Retail Service Recovery

✦Returns and Exchanges Experience

✦Shopper Experience Analytics

Course Curriculum

Programme Modules

The full programme, module by module.

Core CurriculumModules 1–20 · specific to Certified Retail Customer Service Excellence Expert · module 20 is the capstone

1

Retail Customer Experience Architecture

Customer effort, journeys and designing the experience · Customer service and experience principles · The value of customer-centricity

2

Shopper Journey Mapping

Customer effort, journeys and designing the experience · Handling a difficult conversation at the front line · First contact resolution and the cost of repeat contact

3

Store Arrival Experience

Customer effort, journeys and designing the experience · Serving vulnerable and diverse customers · Service recovery after a failure

4

Retail Service Touchpoints

Service standards, quality and internal service management · Complaint handling and service recovery · Customer success, retention and churn

5

Product Assistance Systems

Product, pricing and value propositions · Complaint handling as a system · Designing service across channels the customer actually uses

6

In-Store Customer Support

Administrative systems: records, workflow and office operations · Digital service, self-service and automation limits · Front office, reception and the first ninety seconds

7

Checkout Experience

Customer effort, journeys and designing the experience · Voice of the customer: from listening to change · Customer retention, loyalty and lifetime value

8

Queue Experience

Customer effort, journeys and designing the experience · Mentoring, sponsorship and developmental relationships · Stakeholder mapping and engagement

9

Retail Complaint Management

Retail and outlet management · Managing engagement risk and professional liability · Stakeholder engagement strategy

10

Retail Service Recovery

Service standards, quality and internal service management · Ethics and professional conduct in security · Digital ethics and algorithmic accountability

11

Omnichannel Retail Service

Channel, distribution and trade selling · The business case for diversity and inclusion · Team diversity and inclusion

12

Click-and-Collect Experience

Customer effort, journeys and designing the experience · Interpreting financial statements · Integrated and sustainability reporting

13

Returns and Exchanges Experience

Digital financial services, mobile money and agent networks · Presentation and public speaking · Social and collaborative learning

14

Retail Customer Feedback

Voice of the customer: listening programmes that change something · Product and portfolio strategy · Go-to-market and channel strategy

15

Customer Satisfaction Measurement

Voice of the customer: listening programmes that change something · Communicating technical information to diverse audiences · Pricing, value articulation and professional fees

16

Shopper Experience Analytics

Analytics, machine learning and putting models into use · Key global frameworks: FAO, GlobalG.A.P., SDGs and national strategies · Cross-cultural communication

17

Retail Loyalty Interfaces

Retention, loyalty and the economics of keeping customers · Attachment and developmental theory · Intelligence-led risk assessment

18

Store Service Standards

Service standards, quality and internal service management · Policy administration and customer service in insurance · Destination, venue and experience products

19

Retail Service Optimisation

Service standards, quality and internal service management · Incident response process · Business process mapping

20

Retail Customer Experience Strategy

Customer effort, journeys and designing the experience · Supplier development and innovation · The working alliance and coaching presence

Professional ElectivesModules 21–30 · common to all GLI certifications · broaden your professional range

21

Strategic Communication and Executive Presentation

Audience-centred communication and message structure · Presentation design: architecture, visuals and data · Public speaking: rhetoric, delivery and managing anxiety

22

Leadership and Team Effectiveness

Leadership and management: two jobs, one role · Building teams: roles, norms and re-forming after change · Delegation levels and the authority-accountability match

23

Analytical Thinking and Evidence-Based Reasoning

Structuring information: patterns, comparison and synthesis · Evidence, sources and the correlation trap · Reasoning with data: statistics, metrics and misleading figures

24

Professional Decision-Making

Decision quality: criteria, alternatives and trade-offs · Decision frameworks: criteria, weighting and trade-offs · Decision governance: authority, documentation and review

25

Negotiation, Influence and Stakeholder Management

Negotiation: preparation, interests and value creation · Influence and persuasion: credibility, framing and ethics · Deadlock, difficult counterparts and negotiation ethics

26

Project and Execution Management

Project start-up: mobilisation in the first ninety days · Change adoption: making a strategy stick in practice · Planning, scheduling and personal workflow systems

27

Financial Literacy for Professionals

Reading the numbers: what financial statements tell a manager · Budgets, costs and the money conversation · Strategic finance: cash, capital structure and value creation

28

Digital Skills, AI and Technology for Professionals

Working with AI tools professionally · Working with data: quality, interpretation and honest presentation · Everyday security: information, devices and social engineering

29

Ethics, Governance and Professional Accountability

Values, ethical judgement and tolerated behaviour · Governance and accountability for the professional · Accountability, initiative and professional reputation

30

Personal Effectiveness, Productivity and Career Growth

Priority: outcomes, importance and the urgency trap · Attention, focus and the cost of interruption · Career development, adaptability and personal reinvention

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

Shopper Journey Mapping — applied to your own work
Store Arrival Experience — applied to your own work
Retail Service Touchpoints — applied to your own work
Product Assistance Systems — applied to your own work
In-Store Customer Support — applied to your own work
Checkout Experience — 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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