PROFESSIONAL PROGRAMMES FOR RETAIL & SHOPPING CENTRE PROFESSIONALS
TRUSTED Certified Professional Programme
Customer-Centric Retail & Shopping Centre Management
The TRUSTED Certified Professional Programme has been developed to build professionals who can understand, evaluate and continuously improve customer experience, operational practices and customer-centric standards across the diverse world of Retail and Shopping Centres.
The Programme goes beyond conventional customer-service training. It develops the ability to observe, understand and solve customer problems and convert individual incidents and learnings into organisation-wide improvements.
What You Will Learn
The Programme covers:
- Customer-centricity and building customer trust
- Understanding retail categories, formats and channels
- Shopping Centre operations and customer touchpoints
- Global and Indian best practices in customer service
- Customer experience and service recovery
- Complaint and dispute resolution
- Recording and analysing customer incidents
- Root-cause identification and corrective action
- Converting learnings into SOPs and operating guidelines
- Regulatory awareness
- Safety, accessibility and customer well-being
- Digital and omnichannel customer experience
- Sustainability and responsible operations
- Customer feedback and continuous improvement
- Customer-centric principles of the IRF Trusted Mark Certification Scheme
Real-world case studies and practical customer situations form an important part of the learning.
Participants will also undertake structured visits to retail markets, stores and shopping centres to record observations, identify good practices, analyse customer experience gaps and recommend practical improvements.
Assessment is designed to evaluate not only knowledge but also observation, professional judgement, customer orientation and creative problem-solving ability.
Programme Modules
| Module | Eligibility | Duration |
|---|---|---|
| Module I – Experienced Professionals | 15+ years’ relevant experience | 7 Days |
| Module II – Professional Development | 5+ years’ relevant experience | Approximately 3 Months |
| Module III – Academic & Executive | Students, Corporate & Executive Groups | As Notified |
Successful candidates are awarded the:
TRUSTED CERTIFIED PROFESSIONAL
Customer-Centric Retail & Shopping Centre Management
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
