How you’d get it
How you’d get this certificate
- Zavmo teaches you. You learn the units one-to-one with an AI tutor, on your own work.
- You register with an approved centre. That is a college, training provider or employer City & Guilds Limited has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and City & Guilds Limited awards. A qualified assessor at the centre judges your evidence, and the certificate comes from City & Guilds Limited.
01What it is
City and Guilds offer a full suite of management courses and skills qualifications across a range of levels. They are designed to suit all learning needs and cover all sectors within Business Skills.
These are the units City & Guilds Limited registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated. Zavmo teaches towards them on your own work, and work done here is recognised as prior learning under the agreements we hold.
Zavmo is not an awarding body, is not an approved centre, and is not affiliated with City & Guilds Limited. It does the teaching and the mapping. City & Guilds Limited sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
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02The units
What each unit actually teaches you to do
Apply risk assessment to customer service Real unit · City & Guilds Limited
You'll analyse customer service processes to identify and assess risks. The unit includes evaluating control measures, implementing actions to mitigate risks, and monitoring their effectiveness to ensure safe and efficient service delivery.
What you'll be able to do
- Analyse customer service processes to identify potential risks.
- Assess customer service risks and take appropriate actions to mitigate them.
- Understand how to apply risk assessment principles and practices to customer service operations.
Apply technology or other resources to improve customer service Real unit · City & Guilds Limited
It teaches you to identify and implement improvements using technology or other resources. You'll evaluate options, specify requirements, oversee implementation, and assess the impact on customer service quality.
What you'll be able to do
- Identify and specify opportunities for customer service improvement within the organisation
- Evaluate options for applying technology or other resources to improve customer service delivery
- Oversee the implementation of resource changes to improve customer service and measure their impact
- Understand how technology and other resources can be applied to improve customer service
Buddy a colleague to develop their customer service skills Real unit · City & Guilds Limited
This unit equips learners to buddy a colleague for developing customer service skills. You'll plan and prepare the buddying process, provide on- and off-the-job support, and offer constructive feedback within a supportive environment.
What you'll be able to do
- Plan and prepare effectively to buddy a colleague, ensuring a structured and supportive approach
- Support their buddy colleague on the job, providing guidance and practical assistance
- Provide buddy support off the job, offering constructive feedback and encouragement
- Understand the principles and techniques involved in buddying a colleague to develop their customer service skills
Build a customer service knowledge set Real unit · City & Guilds Limited
This unit teaches learners to build a customer service knowledge set by accurately recording queries, categorising requests, and developing clear responses. You'll also learn to use a knowledge base effectively to improve service delivery.
What you'll be able to do
- Input details of customer queries and requests accurately and develop appropriate responses
- Use a customer service knowledge base effectively to resolve customer issues
- Understand how to build a customer service knowledge set to improve service delivery
Build and maintain effective customer relations Real unit · City & Guilds Limited
You'll learn to build and maintain effective customer relations through positive communication and service delivery. The unit covers identifying customer needs, resolving issues, and fostering customer loyalty.
What you'll be able to do
- Establish effective customer relations through positive communication and service delivery
- Maintain and develop effective customer relations by addressing customer needs and building loyalty
- Understand how to build and maintain customer relations, including strategies for conflict resolution and customer retention
Champion customer service Real unit · City & Guilds Limited
You'll develop the ability to champion customer service within an organisation. This unit covers promoting the importance and benefits of customer service, providing advice on related issues, and fostering a customer-centric culture.
What you'll be able to do
- Promote the importance and benefits of customer service within the organisation
- Provide advice and information to colleagues and customers on customer service issues
- Champion customer service to improve customer experience
Communicate effectively with customers Real unit · City & Guilds Limited
You'll develop effective communication skills for interacting with customers. The unit covers verbal, non-verbal, and written communication methods, emphasising adaptation to diverse customer needs and the importance of active listening.
What you'll be able to do
- Communicate effectively with customers in a range of situations
- Understand the principles of effective communication with customers
- Understand different methods of communicating effectively with customers
- Understand how to adapt communication styles to meet the needs of different customers
Deal with customers across a language divide Real unit · City & Guilds Limited
You'll develop strategies to communicate effectively with customers who have a different first language. This unit covers preparation, use of communication aids, and techniques to overcome language barriers and confirm understanding.
What you'll be able to do
- Prepare to deal with customers who have a different first language
- Deal effectively with customers who speak a different first language
- Understand how to deal with customers across a language divide, including communication strategies and cultural sensitivity
Deal with customers face to face Real unit · City & Guilds Limited
This unit provides learners with skills to communicate effectively with customers face to face. You'll build rapport using appropriate language and body language, apply questioning techniques, and deliver clear information.
What you'll be able to do
- Communicate effectively with customers face to face, using appropriate language and communication techniques
- Improve rapport with customers through positive body language and active listening skills
- Understand how to deal with customers face to face, adapting communication styles to meet individual needs and expectations
Deal with customers in writing or electronically Real unit · City & Guilds Limited
You'll develop competence in managing written and electronic communications with customers. The unit covers planning, sending, and handling communications effectively while adhering to organisational and legal requirements.
What you'll be able to do
- Use written or electronic communication effectively in a customer service context
- Plan and send effective written or electronic communications to customers
- Handle incoming written or electronic communications from customers effectively
- Deal with customers in writing or electronically, adhering to organisational procedures and legal requirements
Deal with customers using bespoke software Real unit · City & Guilds Limited
You'll gain skills to deliver customer service using bespoke software. This unit covers preparation for interactions, efficient use of software to address enquiries, troubleshooting, and adherence to organisational data handling guidelines.
What you'll be able to do
- Prepare to deliver customer service using bespoke software, ensuring all necessary information is available
- Deliver customer service using bespoke software, adhering to organisational guidelines
- Understand how to deal with customers using bespoke software, including troubleshooting common issues
Deal with incoming telephone calls from customers Real unit · City & Guilds Limited
This unit develops learners' skills in handling incoming telephone calls from customers. You'll use telephone systems proficiently, establish rapport, manage enquiries, and follow organisational procedures.
What you'll be able to do
- Use communication systems effectively to manage incoming telephone calls.
- Establish rapport with customers who are calling to ensure a positive interaction.
- Deal effectively with customer questions and requests to provide appropriate solutions.
- Understand the procedures for dealing with incoming telephone calls from customers in a professional manner.
Deliver customer service on your customer’s premises Real unit · City & Guilds Limited
This unit develops learners' skills to deliver customer service on the customer's premises. You'll establish rapport, integrate customer service with other expertise, and adapt communication to meet individual needs while maintaining professionalism.
What you'll be able to do
- Establish a rapport with their customer to create a positive service experience
- Combine customer service skills with their other skills and expertise to meet customer needs effectively
- Deliver customer service on the customer’s premises, including security, safety and professional behaviour
Deliver customer service to difficult customers Real unit · City & Guilds Limited
You'll learn to deliver customer service to difficult customers. This unit covers recognising triggers and warning signs, applying effective communication and conflict resolution techniques, and maintaining professionalism during challenging interactions.
What you'll be able to do
- Recognise when customers may be difficult to deal with, identifying potential triggers and warning signs.
- Deal with difficult customers in a professional and effective manner, using appropriate communication techniques and conflict resolution strategies.
- Understand how to deliver customer service to difficult customers, including the importance of empathy, patience and problem-solving skills.
Deliver customer service using service partnerships Real unit · City & Guilds Limited
It teaches you to work effectively within a customer service chain by building positive relationships and following procedures. You'll develop communication skills to ensure seamless service and identify potential issues within service partnerships.
What you'll be able to do
- Work effectively within a customer service chain to deliver a seamless service
- Build and nurture positive relationships in a customer service chain to enhance collaboration
- Understand how to deliver customer service using service partnerships to improve customer satisfaction
Deliver reliable customer service Real unit · City & Guilds Limited
You'll develop the ability to deliver reliable customer service by preparing effectively, providing consistent service, and monitoring delivery. The unit covers professional presentation, communication, and complaint handling.
What you'll be able to do
- Prepare to deal with customers.
- Give consistent service to customers.
- Check customer service delivery.
- Deliver reliable customer service.
Deliver seamless customer service with a team Real unit · City & Guilds Limited
You'll build effective working relationships with colleagues and service partners to deliver seamless customer service. The unit covers communication, collabouration, conflict resolution, and maintaining partnerships.
What you'll be able to do
- Build effective working relationships with colleagues to achieve team goals
- Build effective relationships with service partners to ensure seamless customer service
- Understand how to deliver seamless customer service with a team, including roles, responsibilities and communication strategies
Demonstrate understanding of customer service Real unit · City & Guilds Limited
This unit provides learners with an understanding of customer service principles and their application. You'll apply appropriate language, adhere to organisational standards, adapt communication styles, and use active listening to meet customer needs.
What you'll be able to do
- Follow their organisation’s accepted customer service language and communication styles consistently
- Apply customer service principles effectively in their customer service role to meet customer needs
- Understand the fundamental principles of customer service and their importance in building customer loyalty
Demonstrate understanding of the rules that impact on improvements in customer service Real unit · City & Guilds Limited
This unit provides learners with an understanding of organisational rules, procedures, legislation, and external regulations affecting customer service improvements. You'll identify relevant rules and explain their impact on implementing service enhancements.
What you'll be able to do
- Demonstrate an understanding of the organisational rules and procedures that impact on customer service improvements
- Demonstrate an understanding of the legislation and external regulation that impact on customer service improvements
- Understand the rules that impact on improvements in customer service
Develop a customer service strategy for a part of an organisation Real unit · City & Guilds Limited
This unit equips learners to develop a customer service strategy for a specific part of an organisation. You'll research and evaluate current strategies, identify best practices, and recommend key features aligned with business objectives and customer needs.
What you'll be able to do
- Research and evaluate their organisation’s business and customer service strategy, considering its aims, objectives and target audience.
- Help to identify current and future best practice in customer service, benchmarking against other organisations and considering emerging trends.
- Identify and recommend the key features of a customer service strategy for a specific area of the organisation, ensuring alignment with overall business objectives.
- Understand how to develop a customer service strategy for an area, including the importance of stakeholder engagement and resource allocation.
Develop customer relationships Real unit · City & Guilds Limited
You'll learn to build customer confidence and meet expectations consistently. This unit covers effective communication, professionalism, and handling customer complaints to foster long-term relationships between customers and the organisation.
What you'll be able to do
- Build customer confidence in the excellence of the service provided
- Meet the expectations of customers consistently
- Develop long-term relationships between customers and the organisation
- Understand how to develop customer relationships effectively
Develop personal performance through delivering customer service Real unit · City & Guilds Limited
You'll develop personal performance in customer service by reviewing their work, setting SMART goals, and undertaking development activities. This unit covers creating and maintaining a personal development plan and obtaining feedback to enhance skills.
What you'll be able to do
- Review own performance in their customer service role, identifying strengths and areas for improvement.
- Prepare a personal development plan that identifies specific goals and actions to improve customer service performance, and keep it up to date.
- Undertake development activities as outlined in the personal development plan and obtain feedback on their customer service performance from relevant sources.
- Understand how to develop their personal performance through delivering customer service, including the importance of self-reflection and continuous improvement.
Develop your own and others' customer service skills Real unit · City & Guilds Limited
You'll develop their own customer service skills and learn to coach others. The unit covers self-assessment, personal development planning, coaching techniques, and the use of training resources to improve customer service performance.
What you'll be able to do
- Develop their own customer service skills, identifying areas for improvement and implementing development plans
- Plan the coaching of others in customer service, identifying learning needs and developing coaching strategies
- Coach others in customer service, providing constructive feedback and support to improve performance
- Understand how to develop their own and others’ customer service skills, utilising appropriate training and development resources
Develop your own customer service skills through self-study Real unit · City & Guilds Limited
It teaches you to identify areas for improvement in their customer service skills and knowledge through self-study. You'll explore various learning methods, utilise self-development resources, and set personal learning goals relevant to their job role.
What you'll be able to do
- Identify ways to learn more about customer service and their job role
- Utilise sources of self-development to extend their customer service skills and knowledge
- Understand how to develop their own customer service skills through self-study
Gather, analyse and interpret customer feedback Real unit · City & Guilds Limited
You'll develop the ability to gather, analyse, and interpret customer feedback. This includes planning feedback collection, selecting appropriate methods and tools, and identifying trends to enhance customer service and organisational performance.
What you'll be able to do
- Plan to gather customer feedback using appropriate methods and tools
- Gather customer feedback effectively, ensuring a representative sample and unbiased responses
- Analyse and interpret customer feedback to identify trends, patterns, and areas for improvement
- Understand how to gather, analyse and interpret customer feedback to improve customer service and organisational performance
Give customers a positive impression of yourself and your organisation. Real unit · City & Guilds Limited
You'll learn to create a positive impression by establishing rapport, responding appropriately, and communicating clearly with customers. The unit covers professionalism and effective problem-solving to enhance customer interactions.
What you'll be able to do
- Establish rapport with customers, creating a positive and welcoming interaction
- Respond appropriately to customers, addressing their needs and concerns effectively
- Communicate information to customers clearly and accurately, using appropriate language and tone
- Understand how to give customers a positive impression of themselves and the organisation, demonstrating professionalism and helpfulness
Go the extra mile in customer service Real unit · City & Guilds Limited
You'll understand how to exceed routine service standards by going the extra mile. The unit covers distinguishing exceptional service, assessing feasibility of ideas, and identifying opportunities to add value to the customer experience.
What you'll be able to do
- Distinguish clearly between routine service standards and going the extra mile to exceed customer expectations
- Check that your extra mile ideas are feasible and align with organisational goals and resources
- Go the extra mile consistently to provide exceptional customer service experiences
- Identify opportunities to go the extra mile in customer service and create positive customer interactions
Handle referred customer complaints Real unit · City & Guilds Limited
You'll learn to handle referred customer complaints by investigating thoroughly, taking appropriate action, and analysing recurring issues. The unit emphasises recommending changes to policies and procedures to prevent future complaints.
What you'll be able to do
- Investigate referred customer complaints thoroughly and objectively
- Take appropriate action to deal with referred customer complaints effectively
- Identify repeated customer complaints and recommend changes to policies and procedures to address them
- Understand the processes and protocols involved in handling referred customer complaints within the organisation
Implement quality improvements to customer service Real unit · City & Guilds Limited
It teaches you to plan, implement, and evaluate quality improvements in customer service. You'll identify stakeholders, manage resources, monitor progress, and ensure improvements contribute to enhanced service delivery.
What you'll be able to do
- Plan the introduction of customer service improvements in a structured and organised manner
- Manage the implementation of customer service improvements efficiently and effectively
- Monitor and evaluate customer service improvements to assess their impact and effectiveness
- Understand the methodologies and techniques used to implement quality improvements to customer service
Improve the customer relationship Real unit · City & Guilds Limited
You'll enhance customer relationships through effective communication and balancing customer and organisational needs. This unit covers building rapport, understanding customer preferences, adapting communication styles, and exceeding expectations.
What you'll be able to do
- Improve communication with customers to build rapport and understanding.
- Balance the needs of the customer and the organisation to achieve mutually beneficial outcomes.
- Exceed customer expectations to develop the relationship and foster loyalty.
- Understand how to improve the customer relationship through effective communication, problem-solving, and service delivery.
Lead a team to improve customer service Real unit · City & Guilds Limited
This unit equips learners to lead a team in improving customer service. You'll plan and organise team activities, provide support and training, allocate resources, and review team performance to enhance service quality.
What you'll be able to do
- Plan and organise the work of a team to ensure efficient and effective customer service
- Provide support for team members, offering guidance, training and encouragement to help them achieve their goals
- Review performance of team members, providing constructive feedback and identifying areas for improvement
- Understand how to lead a team to improve customer service, including setting clear goals, motivating team members and fostering a positive work environment
Live up to the customer service promise Real unit · City & Guilds Limited
This unit provides learners with an understanding of the customer service promise and its role in satisfaction. You'll explain its elements, demonstrate consistent delivery, and address customer needs to uphold organisational commitments.
What you'll be able to do
- Understand and explain the principles of a customer service promise within an organisation
- Demonstrate how to produce customer satisfaction by consistently delivering on the customer service promise
- Live up to the customer service promise in different situations and contexts
Maintain and develop a healthy and safe customer service environment Real unit · City & Guilds Limited
This unit equips learners to maintain a healthy and safe customer service environment. You'll assess risks, implement control measures, and understand relevant health and safety legislation and organisational policies.
What you'll be able to do
- Assess the customer service environment for factors that affect health and safety, identifying potential hazards
- Minimise risks to health and safety in the customer service environment, implementing appropriate control measures
- Understand how to maintain a healthy, safe and effective working environment for customers and staff, complying with relevant legislation and organisational policies
Maintain customer service through effective handover Real unit · City & Guilds Limited
You'll understand how to maintain customer service continuity through effective handover within a team. The unit covers agreeing responsibilities, clear communication, monitoring progress, and ensuring seamless service delivery.
What you'll be able to do
- Agree joint responsibilities within a customer service team to ensure seamless service delivery
- Check that customer service actions are seen through by working together with colleagues, monitoring progress and addressing any issues
- Understand how to maintain customer service through effective handover, ensuring continuity of service and customer satisfaction
Make customer service environmentally friendly and sustainable Real unit · City & Guilds Limited
You'll explore how to make customer service environmentally friendly and sustainable. This unit covers reviewing current practices, identifying areas for environmental improvement, assessing risks, and promoting sustainable customer service activities.
What you'll be able to do
- Review and monitor environmental and sustainability aspects of customer service activities, identifying areas for improvement and potential risks.
- Promote environmental and sustainable aspects of customer service within their organisation, encouraging colleagues and customers to adopt more responsible practices.
- Understand how to make customer service environmentally friendly and sustainable, including the benefits of reducing waste, conserving resources and promoting ethical sourcing.
Make customer service personal Real unit · City & Guilds Limited
This unit focuses on personalising customer service by identifying opportunities to tailor interactions. You'll treat customers as individuals, using names and preferences to build rapport and enhance the customer experience.
What you'll be able to do
- Identify opportunities for making customer service more personal to the customer
- Treat each customer as an individual with specific needs and preferences
- Know the importance of making customer service personal
- Understand how to make customer service personal to the customer
Make telephone calls to customers Real unit · City & Guilds Limited
You'll learn to plan and conduct telephone calls to customers effectively. The unit covers setting objectives, preparing information, using communication systems, managing call structure, and maintaining professionalism throughout calls.
What you'll be able to do
- Plan telephone calls effectively, including defining objectives and preparing relevant information
- Use communication systems effectively to make telephone calls to customers
- Make focussed calls to customers, ensuring the purpose of the call is achieved
- Make telephone calls to customers in a professional and efficient manner
Manage a customer service award programme Real unit · City & Guilds Limited
You'll develop the ability to plan, implement, and manage a customer service award programme. The unit covers setting objectives, defining criteria, promoting the programme, managing nominations, and evaluating effectiveness.
What you'll be able to do
- Plan a customer service award programme that aligns with organisational objectives
- Implement and manage a customer service award programme effectively
- Understand the principles of managing a customer service award programme
- Understand the benefits of a customer service award programme for the organisation and its employees
Manage customer service performance Real unit · City & Guilds Limited
It teaches you to manage customer service performance by monitoring key performance indicators and taking actions to improve service delivery. You'll analyse data, identify trends, and implement strategies aligned with organisational goals.
What you'll be able to do
- Monitor performance in customer service operations, using key performance indicators (KPIs)
- Take management actions to improve performance in customer service operations, based on monitoring data
- Understand how to manage customer service performance to achieve organisational objectives
Monitor and solve customer service problems Real unit · City & Guilds Limited
You'll develop the ability to monitor and solve customer service problems, both immediate and recurring. The unit covers effective communication, problem-solving methods, and actions to prevent repeated issues within customer service operations.
What you'll be able to do
- Solve immediate customer service problems effectively
- Identify repeated customer service problems
- Identify options for solving repeated customer service problems
- Take action to avoid the repetition of customer service problems
- Understand how to monitor customer service problems
- Understand how to solve customer service problems
Monitor the quality of customer service transactions Real unit · City & Guilds Limited
You'll gain skills to monitor the quality of customer service transactions. The unit includes preparing for monitoring, assessing transactions against standards, and providing constructive feedback to improve individual and team performance.
What you'll be able to do
- Prepare to monitor the quality of customer service transactions in line with organisational procedures
- Monitor the quality of customer service transactions against agreed standards
- Give constructive feedback on the quality of customer service transactions to improve performance
- Understand the methods used to monitor the quality of customer service transactions
- Understand the importance of monitoring the quality of customer service transactions
Organise the delivery of reliable customer service Real unit · City & Guilds Limited
This unit focuses on organising the delivery of reliable customer service. You'll plan and coordinate resources, ensure staff training, monitor service delivery, address issues, and use recording systems to maintain consistent and high-quality customer service.
What you'll be able to do
- Plan and organise the delivery of reliable customer service, ensuring consistent and high-quality service provision.
- Review and maintain customer service delivery, monitoring performance and addressing any issues that arise.
- Use recording systems to maintain reliable customer service, documenting interactions and tracking customer feedback.
- Understand how to organise the delivery of reliable customer service, considering resources, processes, and staff training.
Organise the promotion of additional services or products to customers Real unit · City & Guilds Limited
It teaches you to organise the promotion of additional services or products to customers. You'll learn to offer services or products clearly, organise support for promotion, monitor outcomes, and understand effective promotional strategies.
What you'll be able to do
- Offer additional services or products to customers in a clear and appropriate manner
- Organise support to promote the use of additional services or products to customers
- Monitor the promotion of additional services or products, tracking results and making adjustments as needed
- Understand how to organise and promote services or products to customers, including relevant regulations and best practices
Plan and organise the development of customer service staff Real unit · City & Guilds Limited
This unit equips learners to plan and organise the development and training of customer service staff. You'll conduct skills gap analyses, consult stakeholders, prioritise needs, and develop training plans aligned with business objectives.
What you'll be able to do
- Identify the development and training needs of customer service staff
- Organise customer service development and training activities to meet identified needs
- Understand how to plan and organise the development of customer service staff, including resource allocation and evaluation methods
Plan, organise and control customer service operations Real unit · City & Guilds Limited
This unit covers planning, organising, and controlling customer service operations. You'll develop plans aligned with organisational goals, identify necessary resources, establish key performance indicators, supervise operations, and address problems to ensure effective service delivery.
What you'll be able to do
- Plan customer service operations effectively
- Supervise customer service operations to ensure quality and efficiency
- Deal with problems relating to customer service operations in a professional and timely manner
- Understand how to plan, organise and control customer service operations to meet organisational objectives
Process customer service complaints Real unit · City & Guilds Limited
It teaches you to recognise and process customer service complaints effectively. You'll identify signs of dissatisfaction, apply organisational procedures, and understand the impact of unresolved complaints on customer loyalty.
What you'll be able to do
- Recognise the signs that a query or problem is about to produce a complaint from a customer
- Deal with a complaint effectively, following organisational procedures and best practice
- Understand how to process customer service complaints in line with organisational policy
Process information about customers Real unit · City & Guilds Limited
You'll learn to process customer information accurately and efficiently. The unit covers collecting, selecting, retrieving, and supplying information in compliance with data protection regulations.
What you'll be able to do
- Collect information about customers accurately and efficiently
- Select and retrieve information about customers from relevant sources
- Supply information about customers to authorised personnel in accordance with data protection regulations
- Understand how to process customer service information, including data security and confidentiality
Promote additional services or products to customers Real unit · City & Guilds Limited
It teaches you to identify and promote additional services or products to customers. You'll learn to inform customers about relevant offerings, tailor information to individual needs, and gain customer commitment effectively.
What you'll be able to do
- Identify additional services or products that are available within the organisation.
- Inform customers about additional services or products that may be of interest to them.
- Gain customer commitment to using additional services or products through effective communication and persuasion.
- Understand how to promote additional services or products to customers in a professional and ethical manner.
Promote continuous improvement Real unit · City & Guilds Limited
You'll learn to promote continuous improvement in customer service by planning and implementing changes based on customer feedback. The unit covers reviewing the impact of changes and making further adjustments to enhance service quality.
What you'll be able to do
- Plan improvements in customer service based on customer feedback, identifying areas for development.
- Implement changes in customer service, putting planned improvements into practice.
- Review changes to promote continuous improvement, evaluating their effectiveness and making further adjustments as needed.
- Understand how to promote continuous improvement in customer service, using feedback, data analysis, and best practice to drive positive change.
Recognise diversity when delivering customer service Real unit · City & Guilds Limited
This unit focuses on recognising diversity in customer service delivery. You'll respect individual differences, promote equality, adapt services to diverse needs, and demonstrate inclusive communication practices.
What you'll be able to do
- Respect customers as individuals and promote equality in customer service interactions
- Adapt customer service approaches to recognise the different needs and expectations of diverse groups of customers
- Understand how to recognise diversity when delivering customer service, including cultural sensitivity and awareness of individual needs
Resolve customer service problems Real unit · City & Guilds Limited
It teaches you to identify and resolve customer service problems effectively. You'll analyse root causes, evaluate potential solutions, select the most appropriate action, and implement it while communicating clearly with customers.
What you'll be able to do
- Identify customer service problems effectively.
- Select the most appropriate solution to resolve identified customer service problems.
- Take prompt and effective action to resolve customer service problems.
- Explain the processes involved in resolving customer service problems.
Review and re-engineer customer service processes Real unit · City & Guilds Limited
This unit focuses on reviewing and re-engineering customer service processes to improve efficiency and effectiveness. You'll scope current processes, analyse them to identify improvement opportunities, and evaluate options for process re-engineering.
What you'll be able to do
- Define the scope of customer service processes to be reviewed
- Analyse customer service processes and identify opportunities for improvement
- Evaluate improvement options and re-engineer service processes to enhance efficiency and effectiveness
- Understand how to review and re-engineer customer service processes
Review the quality of customer service Real unit · City & Guilds Limited
This unit focuses on reviewing the quality of customer service by planning measurement methods, collecting and analysing data, and identifying areas for improvement. You'll understand how to use customer service metrics to ensure standards are met.
What you'll be able to do
- Plan how to measure customer service performance using appropriate metrics
- Collect and analyse information on customer service to identify areas for improvement
- Understand how to review the quality of customer service to ensure it meets required standards
Support customer service improvements Real unit · City & Guilds Limited
It teaches you to support customer service improvements by using feedback from customers and staff. You'll identify improvement areas, implement changes, and assist in evaluating the effectiveness of those changes.
What you'll be able to do
- Use feedback from customers and staff to identify potential customer service improvements.
- Implement changes in customer service procedures and processes to enhance the customer experience.
- Assist with the evaluation of changes in customer service to determine their effectiveness.
- Understand how to support customer service improvements within the organisation.
Support customers using on-line customer services Real unit · City & Guilds Limited
You'll gain knowledge to support customers using online services by assessing their digital litreacy and specific needs. The unit covers identifying types of online support, providing clear guidance, and responding accurately to customer queries.
What you'll be able to do
- Establish the type and level of support their customer needs to achieve on-line customer service success
- Support on-line customer service in conversation with their customer, providing clear and helpful guidance
- Understand how to support customers using on-line services to improve their experience
Support customers using self-service technology Real unit · City & Guilds Limited
It teaches you to support customers using self-service technology. You'll identify customer needs, assist with technology use, troubleshoot issues, and recognise when further assistance is required.
What you'll be able to do
- Identify the type of help needed by a customer using self-service technology
- Assist a customer using self-service technology to resolve their query or complete a task
- Understand how to support customers using self-service technology, including troubleshooting and escalation procedures
Use customer service as a competitive tool Real unit · City & Guilds Limited
It teaches you to use customer service as a competitive tool. You'll analyse current service activities, develop plans to gain competitive advantage, and deliver services that meet or exceed customer expectations.
What you'll be able to do
- Organise customer service activities to gain a competitive advantage in the marketplace.
- Deliver a competitive service that meets or exceeds customer expectations.
- Understand how to use customer service strategies and techniques as a competitive tool.
Use questioning techniques when delivering customer service Real unit · City & Guilds Limited
You'll develop skills in using questioning techniques to establish rapport and identify customer concerns. The unit covers selecting appropriate questions, gathering detailed information, and accurately recording customer responses.
What you'll be able to do
- Establish rapport with customers and identify their concerns effectively.
- Seek detailed information from customers using appropriate questioning techniques.
- Understand how to use questioning techniques to enhance the delivery of customer service.
Work with others to improve customer service Real unit · City & Guilds Limited
You'll learn to improve customer service through collabouration. This includes working effectively with colleagues, communicating clearly, monitoring personal and team performance, and implementing strategies to enhance service quality.
What you'll be able to do
- Improve customer service by working with others, contributing to a positive customer experience.
- Monitor their own performance when improving customer service, identifying areas for development.
- Monitor team performance when improving customer service, providing feedback and support.
- Understand how to work with others to improve customer service, including communication, collaboration, and problem-solving.
03The standards
The national standards these units are built against
What the job actually needs, in the words employers and awarding bodies already use for the work itself.
- Standard
Assess the risks in customer service
- Standard
Communicate with Customers
- Standard
Deal with customer requirements using a range of contact methods
- Standard
Deal with customers
- Standard
Give customers a positive impression of yourself and your organisation
- Standard
Provide Customer Centric Service
04Where it leads
The jobs these credits are mapped to
A qualification is never a dead end here. Each of these is a job record this qualification is a mapped route into.
- 1 record
- 1 record
- 1 record
Where this can lead
Associate Customer Feedback Analyst
This role can lead to senior customer feedback analyst work, or roles that shape customer insight strategy.
See the whole journey05The credits
The credits, and who awards them
Level 3 credits are regulated, and they are awarded by City & Guilds Limited rather than by Zavmo. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you have covered and what is next.
What you would be collecting
Apply risk assessment to customer serviceApply technology or other resources to improve customer serviceBuddy a colleague to develop their customer service skillsBuild a customer service knowledge setBuild and maintain effective customer relationsChampion customer serviceCommunicate effectively with customersDeal with customers across a language divide
Each one is a real unit registered against this qualification.
How you’d practise it
You don’t watch this. You do it.
You are not assessed on remembering this. You are assessed on applying it, analysing it, evaluating it and producing something. So that is what the practice is: projects, role play and your own live cases, with a tutor in the room.
The Coach · your practice partner Illustration The Coach You have to open the conversation in “Deliver customer service to difficult customers”. Say the first line to me, exactly as you would say it to them.
You I wanted to have a quick chat about how things have been going recently.
The Coach That is the warning shot, and they will spend it worrying. Try the version that says what this is about in the first sentence.
- Rehearse the conversation Apply
“Deliver customer service to difficult customers” is a conversation before it is a document. You have it with Zavmo playing the other person, badly at first, then again once you know what you actually want to say.
- Bring your own plan Create
For “Implement quality improvements to customer service” you bring the plan you are actually working on, not a case study. Zavmo pulls on the assumptions in it until the weak one shows.
- Draft the real one Create
You do “Apply risk assessment to customer service” on a real document of your own. Zavmo works on the draft you have to send anyway, so the coursework and the job are the same piece of work.
- Map a live decision Analyse
“Gather, analyse and interpret customer feedback” runs on a decision you are facing now. Zavmo maps it with you and shows what the second-order effect looks like before you find out the slow way.
What you leave holding
The standards this credential builds, in the shape the product keeps them
Nothing here is marked learned. There is no learner on a public page, so the map shows what the qualification covers rather than what anybody has done.
City & Guilds Level 3 NVQ Diploma in Customer Service
- Assess the risks in customer service
- Communicate with Customers
- Deal with customer requirements using a range of contact methods
- Deal with customers
- Give customers a positive impression of yourself and your organisation
- Provide Customer Centric Service
How you would learn this
One to one, on the work you already do
A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.
A lesson from Apply risk assessment to customer service, one of this qualification's own units.
Applied to your work in any of these jobs
Which job do you mean?
Learners will analyse customer service processes to identify and assess risks. The unit includes evaluating control measures, implementing actions to mitigate risks, and monitoring their effectiveness to ensure safe and efficient service delivery.
How the thinking builds
- 1 Remember
- 2 Understand
- 3 Apply
- 4 Analyse
- 5 Evaluate
- 6 Create
It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time. Teaching towards this qualification begins when you subscribe.
Built for City & Guilds Level 3 NVQ Diploma in Customer Service
59 units in this credential, in the order it lists them, awarded by City & Guilds Limited.
- Apply risk assessment to customer service
- Apply technology or other resources to improve customer service
- Buddy a colleague to develop their customer service skills
- Build a customer service knowledge set
- Build and maintain effective customer relations
- Champion customer service
and 53 more in the full unit list below.
Free tools
Want a read on where you stand?
Three free tools, no account needed. Each one ends with a role, a level and a way in.
Learned on your own work, taught one-to-one.
Everything you just read, learned one-to-one on the job you already do. Your free first module is Future Fluency, so you can see how the teaching works before you pay for anything.
Build my plan, freeNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.
The title, level, credits, guided learning hours and unit learning outcomes on this page are taken from the Ofqual Register of Regulated Qualifications. Contains public sector information licensed under the Open Government Licence v3.0. Where this data comes from.