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 Madagascar

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 on the Shop Floor

What service quality actually means to a customer · Handling a difficult conversation at the front line · First contact resolution and the cost of repeat contact · Customer retention, loyalty and lifetime value

3

The Customer in Front of You

Handling a difficult conversation at the front line · Serving vulnerable and diverse customers · Service recovery after a failure · Service level agreements, queues and capacity

4

Returns, Refunds and Recovery

Service recovery after a failure · Complaint handling and service recovery · First contact resolution and the cost of repeat contact · CRM, sales operations and data discipline

5

Queues and Peak Trading

Service level agreements, queues and capacity · What service quality actually means to a customer · Designing service across channels the customer actually uses

6

Omnichannel Consistency

Designing service across channels the customer actually uses · Digital service, self-service and automation limits · First contact resolution and the cost of repeat contact

7

Measuring Store Experience

Measuring customer experience honestly · Voice of the customer: from listening to change · Customer retention, loyalty and lifetime value

8

Stakeholders and Partners

Managing supplier risk · Mentoring, sponsorship and developmental relationships · Stakeholder mapping and engagement · Vendor and partner management

9

Workforce and Wellbeing

Structuring engagements: scope, deliverables and expectations · Managing engagement risk and professional liability · Stakeholder engagement strategy · Motivation and engagement

10

Ethics and Conduct

Professional standards and ethics (CIPS) · Ethics and professional conduct in security · Digital ethics and algorithmic accountability · Ethics and treating customers fairly in insurance

11

Inclusion and Access

Financial inclusion and agency banking · The business case for diversity and inclusion · Team diversity and inclusion · Digital user experience and accessibility

12

Health and Wellbeing Context

Procurement and stock management for health commodities · Interpreting financial statements · Integrated and sustainability reporting · Reporting quality and governance

13

Public and Community Context

Corporate social responsibility communications · Presentation and public speaking · Social and collaborative learning · Public, private and non-profit governance

14

Strategic Context

Competitive analysis and differentiation · Product and portfolio strategy · Go-to-market and channel strategy · Brand and reputation as strategic assets

15

Knowledge and Records

Content marketing and editorial · Agri-enterprise planning and farm records · Communicating technical information to diverse audiences · Process and control documentation

16

Cross-Cultural Practice

Managing virtual and cross-cultural teams · Key global frameworks: FAO, GlobalG.A.P., SDGs and national strategies · Cross-cultural communication · Vehicle specifications, trims and options in customer language

17

Learning and Assessment

Dynamic and site-specific risk assessment · Attachment and developmental theory · Intelligence-led risk assessment · Monitoring, evaluation and learning for accountability

18

Customer and Service Context

Customer retention in the vehicle ownership cycle · Policy administration and customer service in insurance · Destination, venue and experience products · How networks work: from fibre and towers to the customer

19

Operations and Quality

Competitive bidding processes · Incident response process · Business process mapping · The HR function: roles, operating models and value creation

20

People and Capability

Message development and testing · Supplier development and innovation · The working alliance and coaching presence · The boundary between coaching and therapy

21

Leadership and Management

Reading financial statements as a manager · Regulatory change management · Conflicts of interest management · Management and board reporting

22

Communication

Executive communication and presence · Negotiation tactics and behaviours · Sustainability reporting and disclosure · Negotiating with suppliers

23

Data and Measurement

Data collection and analytics · Data quality and master data management · Insider threat and data loss prevention · Comparable sales analysis and market evidence

24

Technology and Channels

Digital disruption and the future of banking · Digital transformation in banking · Branch-to-digital migration · Digital banking platforms and APIs

25

Governance and Compliance

Managing risk and difficult cases · Environmental legal compliance · Risk registers and monitoring · Compliance monitoring and enforcement

26

Rights, Policy and Protection

Policy, institutions and the enabling environment for agriculture · Land rights, tenure and equitable resource use · Data privacy and consent · Data protection and customer privacy

27

Cost and Value

Communicating financial results · Meaning, purpose and values · Pricing, value articulation and professional fees · Earned value and forecasting

28

Markets and Proposition

Digital and market transformation · Regulatory compliance and market requirements · Aligning service to brand and business · Brand strategy, identity and architecture

29

Change and Improvement

Innovation in service delivery · Measuring CX transformation impact · Continuous improvement in service · Driving measurable service improvement

30

Planning and Delivery

Treatment planning and review · Goal setting and action planning · Relapse prevention planning · Project management standards (PMI, PRINCE2)

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 on the Shop Floor — applied to your own work
The Customer in Front of You — applied to your own work
Returns, Refunds and Recovery — applied to your own work
Queues and Peak Trading — applied to your own work
Omnichannel Consistency — applied to your own work
Measuring Store 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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