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 Sierra Leone

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

Click any module to explore the detailed curriculum topics included in this certification.

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
The customer experience (CX) discipline
Roles, standards and professional conduct
Service in the omnichannel era
Linking CX to business performance
Ethics and fair customer treatment
Service culture and brand promise
Career pathways and professional development

Service Standards and Measurement

Marketing measurement and attribution
Customer journey mapping and service design
Complaint handling and service recovery
Pricing, price architecture and discounting
Route to market and channel design
The sales pipeline and forecasting discipline
Consultative selling and understanding the buyer
Customer retention, loyalty and lifetime value
Brand, reputation and communications
Commercial ethics and responsible selling
Market research and customer insight methods
Campaign planning and the content calendar
Digital channels and performance marketing economics
Negotiation and closing commercial deals
Key account management and account planning

Conduct and Fair Treatment

Commercial ethics and responsible selling
Complaint handling and service recovery
Brand, reputation and communications
Tenders, proposals and the bid decision
Launching a product into a market
Managing distributors and channel partners
CRM, sales operations and data discipline
Service standards, levels and measuring service
Voice of the customer and acting on feedback
Expanding into regional and export markets
Segmentation, targeting and the useful segment
Value proposition and differentiation

Complaints as Information

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

Recovery and First-Contact Authority

Complaint handling and service recovery
Customer journey mapping and service design
Commercial ethics and responsible selling

The Journey Behind the Contact

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

Retention and Lifetime Value

Customer retention, loyalty and lifetime value
Customer journey mapping and service design
Marketing measurement and attribution

Distribution and Supply

Capstone scoping: a real sourcing or supply challenge
Designing a sourcing or supply strategy
Supply market analysis and Porter’s forces
Logistics and distribution network design
Inventory management and optimisation
Logistics performance and cost control
Demand and supply planning (S&OP)
E-procurement and procure-to-pay systems
Supply chain visibility and control towers
AI, blockchain and digital supply chains
Supply chain risk identification and mapping
Supply markets and the enabling environment
Digital procurement and the future of the profession
Public procurement frameworks and principles
Leading procurement projects and change

Communication

Analytical techniques and bias
Preparing financial statements
Financial reporting frameworks (IFRS/GAAP)
Interpreting financial statements
Integrated and sustainability reporting
Assets, liabilities and equity reporting
KPIs and performance reporting
Reporting automation
Presenting recommendations to senior decision-makers
Anti-corruption and honest reporting
Management accounts and dashboards
Reporting and disclosure tools
Findings, reporting and remediation
Communication strategy in change programmes
Communicating and reporting to leadership

Leadership and Teams

Regulatory change management
Conflicts of interest management
Leadership and management development
Team leadership within HR
Knowledge management and capability building
Employee and manager self-service
Vendor management and system governance
Safety management systems overview (ISO 45001)
Safety culture and leadership
Management and board reporting
Influencing and safety leadership
Budget vs actual and variance
Coaching and developing team members
Managing virtual and cross-cultural teams
Building high-performing project teams

Performance and Targets

Managing schedule and budget performance
Setting objectives and marketing KPIs
Marketing and sales KPIs and dashboards
Dashboards and performance reporting
Capacity and performance management
Setting objectives, indicators and targets
Service KPIs: CSAT, NPS, CES, SLAs
Performance management in service
Coaching for performance
Banking KPIs and branch scorecards
Sales performance and pipeline management
Performance management systems and cycles
Performance measurement and KPI dashboards
Continuous feedback and performance conversations
Cost and profitability analysis

Capability Development

Team development and effectiveness
Sales enablement and coaching
Facilitation, training and public presentation skills
Quality monitoring and coaching
Coaching and quality monitoring
Training and capability building
Development banking and project finance
Message development and testing
Supplier development and innovation
Training needs analysis
Continuing professional development
Category management and strategy development
Supplier development and improvement
Real estate development and project appraisal
Proposal development and donor reporting

Strategic Context

Aligning teams around strategy
Strategic decision-making under uncertainty
Measuring strategic progress
Turning strategy into results
Digital transformation and IT strategy
Procurement’s contribution to organisational strategy
Competitive bidding and tender management
Sourcing strategies and portfolio (Kraljic)
Negotiation strategy and planning
Strategic customer relationships
Manufacturing strategies: make-to-stock, make-to-order and batch versus flow
Designing a marketing or sales strategy
Marketing strategy and the mix
Brand strategy, identity and equity
Pricing strategy

Risk and Compliance

Tariffs, regulation and the economics of essential services
Ground control and strata management
Forecasting and planning
Regulation, ethics and misinformation in media and telecoms
Data visualisation for finance
Reporting quality and governance
Duty of care and risk management
Managing risk and difficult cases
Ethical, risk and feasibility considerations
Risk assessment and safety planning
Communicating financial results
Data governance and quality
Cybersecurity and information governance
Emerging governance technologies
Control testing and evidence

Legal and Terms

Goal setting and contracting
Procurement and contract value
Procurement and contract management
Advocacy and policy engagement
Contract law and formation
Contract exit and renewal
The regulatory and legal environment
Health and safety legal duties
Employment relationship and the psychological contract
Legal, cost and feasibility analysis
Contractor and visitor safety
Implementation and contract plan
Contract types and risk allocation
Contract administration and variation
Contract governance and compliance

Campaigns and Projects

Value and savings programmes
Transport modes, planning and optimisation
Demand planning and forecasting
Materials requirements planning (MRP)
Capacity and production planning
Business continuity and contingency planning
Programme governance
Programme cycle management in NGOs
Attachment and developmental theory
Event planning timelines, run sheets and production schedules
Event risk, safety and contingency planning
Designing voice-of-customer programmes
Governance of the CX programme
Voice of the customer programmes
Loyalty programmes and rewards

Operations

Productivity and efficiency improvement
The procurement cycle and operating models
Process efficiency and cycle time
Data quality and master data management
The vehicle sales process from enquiry to delivery
In-process quality control and inspection
Industrial utilities, energy and process safety interfaces
Professional roles, boundaries and settings
Service quality and the passenger experience in transport
Mineral processing and beneficiation
Quality management on site: inspections, hold points and defects
Integration with quality and environment
Design review and quality
Productivity, collaboration and workflow tools
Process improvement and lean thinking

Relationships and Partners

Influencing and persuasion
Categories of spend and stakeholders
Internal customers and business partnering
Influencing and negotiation with stakeholders
Managing boundaries and dual relationships
Ethics and independence in advisory relationships
The project environment and stakeholders
Stakeholder and sponsor management
Stakeholder rights and fair treatment
Delivery, quality and stakeholder plan
Stakeholder identification and analysis
Stakeholders, agency and accountability
Trends: ESG, transparency and stakeholder capitalism
Shareholder and stakeholder rights
Implementation and stakeholder plan

Ethics and Conduct

Ethics and professional conduct in security
Corporate responsibility and community
Real estate regulation, licensing and professional conduct
Ethics and treating customers fairly in insurance
Ethical principles and codes of practice
Sustaining ethical, effective practice
Ethical frameworks and codes of practice
Legal responsibilities and professional bodies
Driving effective, ethical outcomes
Ethics of technology in practice
Building trust and engagement
Sustainability and responsible sourcing
Professional ethics and codes (CIPS)
Ethical and reputational risk
Fair trade and responsible supply

International Markets

Global sourcing and international trade
Peer support and consultation
Cross-cultural and global inclusion
Transfer pricing and international tax
Cross-border data and transfers
Global and comparative HR contexts
International and cross-border tax
Complaints, accountability and fitness to practise
Client feedback and satisfaction
Evidence-based improvement
Lessons learned and development
Global sourcing and trade
Designing and facilitating groups

Change and Adoption

Future of work and workforce transformation
Large-scale transformation and agile ways of working
Psychoeducation and workshops
Working with organisations on wellbeing
Designing a strategic or change intervention
Variations, claims and delay: managing change on site
Change talk and readiness
Habit change and behaviour design
Change control and configuration
Organisational change management
Change and adoption in projects
Baseline setting and change control
Sales and marketing transformation
Measuring growth and transformation impact
Designing an intervention or programme

People and Incentives

Strategic workforce planning and demand forecasting
Cost of workforce and ROI of HR interventions
Communicating risk to the workforce
Workforce and shift management in retail
Professional case study and presentation
Workforce management and scheduling
Employee experience and engagement
Customer and employee satisfaction
Employee engagement models and drivers
The employee lifecycle and HR value chain
Budget, ROI and feasibility analysis

Sustainability

Sustainability standards (GRI, ISSB)
Evidence-based practice
Sustainability and environmental duty
Environmental management systems (ISO 14001)
Sustainability and climate responsibility
Environmental monitoring and reporting
Continuous environmental improvement
Sustainable procurement principles and standards
Environmental, social and governance (ESG)
Sustainability reporting and disclosure
Embedding sustainability in sourcing
Market analysis and environmental scanning
Sustainability and responsible marketing
Treatment planning and review
Managing complexity and comorbidity

Learning and Research

Motivation and self-directed learning
Training needs analysis and learning strategy
Monitoring, evaluation and learning for accountability
Lessons learned and knowledge management
Workplace and organisational contexts
Complaint data and learning
Cognitive load and learning science
The learning and development profession
Learning strategy and business alignment
Learning cultures and the learning organisation
Blended and hybrid learning design

Markets and Customers

Go-to-market and channel strategy
The marketing concept and customer orientation
Brand and reputation as strategic assets
Customer and brand health metrics
Capstone scoping: a real growth or brand challenge
Market and customer analysis
Campaign or go-to-market plan
Value proposition and messaging
Brand health and measurement
Customer success and retention
Customer lifetime value and profitability
Customer experience and journey mapping
Segmentation and needs analysis
Goal setting and action planning
Regulatory compliance and market requirements

Selling Practice

Accountability and follow-through
Negotiation and conflict management
Conflict resolution and negotiation
Marketing and sales: scope, roles and value
Aligning marketing and sales (smarketing)
Funnel, pipeline and conversion metrics
Commercial negotiation and value capture
Account planning and whitespace analysis
Managing large and complex accounts
Sales analytics and forecasting tools
E-commerce and marketplace selling
Negotiation and influencing
Regulatory duty and accountability
Relationship management and cross-selling
Advisory and needs-based selling

Customer Experience

Complaints, redress and accountability
Prioritising experience investments
Customer and journey analysis
Designing a service or experience improvement
Customer experience strategy
Customer journey mapping
Customer service technology stack
Relationship management and retention
Customer loyalty and advocacy
Team leadership in customer service
Customer journey and experience design
Destination, venue and experience products
Customer retention in the vehicle ownership cycle
Customer loyalty and repeat purchase in retail
Wellbeing and resilience coaching

Digital Channels

Automation and safety technology
Measuring coaching outcomes
Digital tax administration
Bancassurance and digital insurance models
Social media management: platforms, communities and algorithms
Telehealth and digital care delivery
Strengths, flow and engagement
Meaning, purpose and values
Outcome and process measures
Agile and digital transformation projects
Automation in project delivery
Digital and data-driven go-to-market
Email and marketing automation
Marketing technology stack
CRM and marketing automation platforms

Evidence and Analytics

Investigation methodology and evidence
Data collection and analytics
Predictive safety analytics
Spend analytics and dashboards
Cybersecurity and data protection
Comparable sales analysis and market evidence
Retail performance metrics: sales densities, conversion and basket
Measurement and analytics for media and social campaigns
Health records, data and confidentiality
Evidence-based practice and research literacy
Data, records and confidentiality tech
Decision support and insight
Psychodynamic and psychoanalytic approaches
Practice management systems
Record-keeping and data protection

Commercial Finance

Cost, feasibility and impact analysis
The banking system, intermediation and financial markets
Anti-corruption and financial-crime ethics
Operational efficiency and cost-to-income
Financial statement and cash-flow analysis
Loan structuring, pricing and covenants
Funds transfer pricing
SME lending and value-chain finance
Microfinance and group lending
Financial inclusion and agency banking
Psychometric and screening tools
Yield, productivity and profitability metrics
Financial and technical feasibility analysis
Emerging tools and innovation
Working with referrers and multidisciplinary teams

Learning Outcomes

What You Will Achieve

Establish a comprehensive understanding of Certified Retail Customer Service Excellence Expert principles aligned with recognised customer-experience and service-quality standards
Apply evidence-based methods to improve customer service, contact-centre operations and customer experience
Master customer service excellence and standards and contact centre and multichannel operations
Apply complaint handling and service recovery and customer experience design and journey mapping in real-world settings
Lead risk management, quality and compliance relevant to your field
Design stakeholder engagement and professional communication strategies
Use data-driven decision-making and performance-measurement tools effectively
Apply internationally recognised best practice to advance your career in customer service

Enrolment Process

How to Get Certified

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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.

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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