TRUSTED CERTIFIED PROFESSIONAL PROGRAMME
Programme Guide
Course Guidelines, Study & Assessment Requirements
Welcome
Welcome to the TRUSTED Certified Professional Programme.
The Programme has been developed by the IRF Trusted Mark Secretariat to build customer-centric professionals capable of understanding, evaluating and continuously improving customer experience, operational excellence and organisational practices across Retail and Shopping Centres.
Unlike conventional training programmes, TRUSTED combines structured learning with practical observation, case analysis, professional judgement and real-world application, enabling participants to translate customer experiences into meaningful organisational improvements.
Programme Overview
Programme
TRUSTED Certified Professional Programme
Conducted by
IRF Trusted Mark Secretariat
Objective
Develop competent professionals capable of understanding, evaluating and improving customer-centric practices across Retail and Shopping Centres.
Certification Awarded
TRUSTED Certified Professional
Who Should Attend
Retail, Shopping Centre, Customer Service, Customer Experience, Operations, Facilities, Marketing, HR, Compliance, Sustainability, Consulting professionals, Retail Management students and executives.
Learning Approach
Practical, observation-based and application-oriented.
Programme Philosophy & Structure
Programme Philosophy
Every customer interaction builds trust. Every customer issue provides an opportunity to improve. Every improvement strengthens the organisation.
Programme Modules
Module I: Experienced Professionals (15+ years) – 7 Days
Module II: Professional Development (5+ years) – Approximately 3 Months
Module III: Academic & Executive Programme – As notified
Learning Framework
Customer
- Customer expectations
- Customer behaviour
- Customer trust
- Customer experience
- Service excellence
Retail Ecosystem
- Retail categories, formats & channels
- Physical, digital & omnichannel retail
- Customer journeys
- Shopping Centres
- Best practices
Operations
- Retail & Shopping Centre operations
- Safety, security & accessibility
- Facilities & technology
- Sustainability
- Regulatory awareness
Continuous Improvement
- Complaint handling
- Incident recording
- Root-cause analysis
- Corrective & preventive action
- SOP development & organisational learning
Learning & Assessment
Learning Methodology
- Self-study & guided learning
- Reading material & case studies
- Industry interaction
- Experience sharing
- Study Handbook
Practical Learning
- Retail & Shopping Centre observations
- Customer journey analysis
- Customer experience review
- Improvement recommendations
- Structured field observations
Assessment
- Written Examination
- Case Studies
- Observation Exercises
- Practical Assignments*
- Professional Interview
*Where applicable.
Candidate Resources & Certification
Study Material
- Study Handbook*
- Reading Material
- Case Studies
- Observation Guide
- Programme Schedule
- Assessment Instructions
Certification
Candidates successfully completing the prescribed learning and assessment requirements will be awarded the TRUSTED Certified Professional Certificate issued by the IRF Trusted Mark Secretariat.
*The e-Study ‘Customer-Centric Retail Handbook’ is included free with every approved application under the Programme. Otherwise available separately at ₹2,500 per copy.
Professional Conduct & Continuous Improvement
Professional Conduct
- Integrity
- Objectivity
- Confidentiality
- Ethical behaviour
- Respect for intellectual property
- Independent thinking
- Professional conduct throughout the Programme
Continuous Improvement
The Programme and study material are periodically reviewed and updated to reflect developments in Retail, Shopping Centres, customer expectations, technology, regulatory requirements and the IRF Trusted Mark Scheme. Candidates should always refer to the latest material issued by the Secretariat.
Enquiries & Submissions
Priti Gupta, Sr. Manager
IRF Trusted Mark Secretariat
S-61A, Okhla Industrial Area, Phase II, New Delhi – 110020, India
Tel: +91 11 40525000 Ext. 207
Mobile: +91 88264 15472
Email: pritigupta@irftrustedmark.org
Website: www.irftrustedmark.org
