Digiskill Retail - English

Collaboration is one of the most important aspects of the retail business and brand recognition in general. The basic interactions for the employees is with the direct customers and clients for building trust, loyalty and satisfaction. It is highly important to establish, maintain, improve and develop these relationships. Retail professionals need to know and be equipped with the right competences for       customer service via digital communication channels, general computer use, MS Office programmes (starting from the most basic use up to specific programmes, such as Excel Vlookup and Pivot). 

Unit goals

The overall goals of the units within this competence are to equip retail professionals with the following:

• Understanding that for the co-creation of digital content with other people, good social skills (e.g. clear communication, ability to clarify misunderstandings) are important to compensate for the limitations of online communication .
• Awareness of the advantages of using digital tools and technologies for remote collaborative processes (e.g. reduced commuting time, join specialised skills together regardless of location).
• Proficiency in creating engaging collaboration with their target audience both in the company and outside with external partners and stakeholders.
• Skills to facilitate and improve collaborative processes, for example through shared visual boards and digital canvases (e.g. Mural, Miro, Padlet).
• Improvement of knowledge how to use digital tools and technologies in a remote working context for idea generation and co-creation of digital content (e.g. shared mind maps and whiteboards, polling tools).

Target groups

• Retail managers
• Social media managers
• Digital marketing employees
• Supply chain employees and managers
• Vendor managers
• PR professionals

Key learning outcomes 

• Enhanced ability to choose and propose different digital tools and technologies for collaborative processes within and outside of the retail company: retail professionals will gain improved understanding how to choose and apply the correct digital tools and technologies for collaboration with internal members of the team and company and with external ones like vendors, stakeholders and partners.
• Improved customer service skills for collaboration and exchange of information for better service and maintain stronger and more successful relationships with customers. 
• Increased skills for in trustworthy ways to achieve group goals when engaging in co-construction of resources or knowledge. It also helps and builds ability to use appropriate digital tools for fostering collaboration between the members of a team while, at the same time, ensuring digital accessibility.

Sub-Units

• Unit 3.1: Customer service via digital communication channels
• Unit 3.2: Appropriate digital tools for Collaborative work internally 
• Unit 3.3: Appropriate digital tools for Collaborative work externally
• Unit 3.4: MS Office programmes (starting from the most basic use up to specific programmes, such as Excel Vlookup and Pivot)