UK
How you’d get it

How you’d get this certificate

  1. Zavmo teaches you. You learn the units one-to-one with an AI tutor, on your own work.
  2. 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.
  3. 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.

More on studying for a qualification

01What it is

Accreditation No: 501/1840/7 This is a reference number related to UK accreditation framework Type: Credit based qualification This is categorisation to help define qualification attributes e.g. type of assessment Credits: 6 Credits are a measure of the size of the qualification Guided Learning Hours: 51 - 62 This is the average contact time a centre would typically commit Total Qualification Time: 60 The total time for the qualification Key Stage: Data unavailable This shows the equivalent Key Stage level. Last Certification: 31/08/2029 This is the last date that a certificate can be issued Qualification fees in the UK: £38.20 Our typical price is the one that is most often paid by a centre for a completed learner. Some prices are made up of multiple charging points so action like taking difference units or specialisms to complete and resitting assessments may mean the cost for some learners differs. VAT may apply depending on your funding status and VAT registration.

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.

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.

02The units

What each unit actually teaches you to do

Apply legislation, regulation and organisational procedures for customer service Real unit · City & Guilds Limited
You'll apply relevant legislation, regulations, and organisational procedures in customer service. This includes following established procedures, protecting property and information security, and understanding health and safety requirements within their role.

What you'll be able to do

  • Follow customer service procedures for a particular job
  • Protect the security of property and information when delivering customer service
  • Know the health and safety requirements of delivering customer service
  • Know external rules that impact on customer service delivery
Communicate customers’ problems with others Real unit · City & Guilds Limited
You'll learn to communicate customer problems effectively with colleagues. This includes collecting detailed information from customers, accurately logging issues, selecting relevant information, and maintaining clear communication with both customers and colleagues.

What you'll be able to do

  • Collect information about a problem from a customer
  • Log information about a customer problem
  • Select information about a customer problem to pass to a colleague
  • Communicate with a customer and a colleague about the problem
Communicate effectively with customers Real unit · City & Guilds Limited
This unit equips learners with effective communication skills for customer interactions. They will understand the importance of speaking clearly, active listening, and using customer information to enhance the quality of customer service.

What you'll be able to do

  • Know the importance of speaking clearly to customers
  • Know the importance of listening actively to customers
  • Know the importance of using information from customers to contribute to good customer service
Create a good impression to customers Real unit · City & Guilds Limited
It teaches you to present themselves professionally in customer service roles. They will learn to dress appropriately, maintain a suitable appearance, and relate effectively to customers to create a positive impression.

What you'll be able to do

  • Dress appropriately for a customer service job
  • Demonstrate an appropriate appearance for a customer service job
  • Relate effectively to customers
Deal with queries and requests Real unit · City & Guilds Limited
This unit provides learners with the skills to manage customer queries and requests effectively. They will understand the services and products offered, identify customer interests, clarify queries, and respond appropriately to customer needs.

What you'll be able to do

  • Know the services and products of a section or department
  • Know the customer’s interests about the services and products of a section or department
  • Clarify customer queries or requests
  • Deal with queries or requests from customers
Effective relationships with customers and colleagues Real unit · City & Guilds Limited
You'll explore how to build effective relationships with customers and colleagues. The unit covers appropriate communication methods, language considerations to avoid offence, and the role of positive body language in customer service environments.

What you'll be able to do

  • Relate effectively to customers
  • Relate effectively to colleagues in a customer service team
  • Know the importance of positive body language when dealing with customers and colleagues
Handling telephone calls from customers Real unit · City & Guilds Limited
You'll understand how to handle telephone calls from customers professionally. The unit covers appropriate greetings, managing customer needs during calls, and addressing communication challenges encountered on the telephone.

What you'll be able to do

  • Greet customers calling on the telephone
  • Deal with customers calling on the telephone
  • Deal with communication problems whilst on the telephone
Introduction to customer service Real unit · City & Guilds Limited
This unit introduces learners to fundamental customer service concepts and processes. You'll understand basic terminology, the customer service process and its importance, and develop the ability to reflect on and learn from their own customer service experiences.

What you'll be able to do

  • Know basic customer service terms
  • Know the customer service process and its importance
  • Learn from own experience of customer service
Legislation, regulation and procedures to follow in customer service Real unit · City & Guilds Limited
You'll gain knowledge of legislation, regulations, and organisational procedures relevant to customer service. This includes understanding security protocols, health and safety rules, and external regulations to ensure compliance and safe service delivery.

What you'll be able to do

  • Know organisational procedures for customer service
  • Protect the security of property and information when delivering customer service
  • Know the health and safety rules that relate to a customer service job
  • Know the relevant external rules in a customer service job
Record and communicate customer problems Real unit · City & Guilds Limited
You'll develop the ability to record and communicate customer problems accurately. The unit covers collecting detailed information from customers, recording issues precisely, and communicating problems effectively to colleagues and customers.

What you'll be able to do

  • Collect detailed information from a customer with a problem
  • Record information about a customer problem
  • Communicate a customer problem to a colleague and a customer
The customer service job role Real unit · City & Guilds Limited
This unit provides learners with an understanding of the customer service job role. They will learn what constitutes good customer service, the requirements of entry-level positions, and potential career progression opportunities within the sector.

What you'll be able to do

  • Know what the delivery of good customer service involves
  • Know the requirements of an entry level customer service job
  • Know the outline of a job involving customer service that may be accessible after gaining experience at entry level.
The importance of appearance and behaviour in customer service Real unit · City & Guilds Limited
This unit covers the importance of appropriate dress and general appearance in customer service roles. You'll understand dress requirements, how appearance influences customer reactions, and effective interaction techniques to engage customers positively.

What you'll be able to do

  • Know the dress requirements in customer service jobs
  • Know how general appearance affects the way customers react
  • Interact with customers
Understand how to deal with queries and requests Real unit · City & Guilds Limited
It teaches you to understand how to handle customer queries and requests effectively. They will learn about products and services, recognise customer questions, identify queries or requests, and clarify details to provide suitable assistance.

What you'll be able to do

  • Know the services or products of a section or department within an organisation
  • Know the types of question that customers will ask
  • Recognise when a customer has a query or request
  • Clarify details of queries or requests from customers
Working in a customer focused way Real unit · City & Guilds Limited
You'll gain knowledge of demonstrating a customer-focused approach. This includes showing politeness, willingness, and consideration towards customers, understanding the importance of positivity, and responding within appropriate timescales.

What you'll be able to do

  • Show a polite and willing approach to customers
  • Show consideration to customers
By email

Free, by email

Is this the right qualification for you?

One email to help you decide: the facts, what it teaches, the jobs it leads to and where to start free. With a link back here. Nothing else follows unless you confirm your address.

Your employer, or 'self-employed'

Study the units online with a personal AI tutor, for £70 a month. Your first Future Fluency module is free.

03Where 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.

Showing 6 roles, drawn from 13 job records mapped to this qualification. Near-identical records are folded together, and each row says how many it stands for.

Where this can lead

Associate Customer Service Assistant

This work can lead to a senior customer service role, a team lead position, or a move into product support.

See the whole journey
Still deciding?

One email to help you decide: the facts, what it teaches, the jobs it leads to and where to start free. With a link back here. Nothing else follows unless you confirm your address.

04The credits

The credits, and who awards them

Entry Level 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 legislation, regulation and organisational procedures for customer serviceCommunicate customers’ problems with othersCommunicate effectively with customersCreate a good impression to customersDeal with queries and requestsEffective relationships with customers and colleaguesHandling telephone calls from customersIntroduction to customer service

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 Practical Builder The Practical Builder · your make-it-real tutor Illustration
The Practical Builder Paste in the draft you have for “Apply legislation, regulation and organisational procedures for customer service”. Not a tidied one, the one you would actually send.
You It is mostly there. The recommendations section is thin.
The Practical Builder Thin is fine, vague is not. Take recommendation two and tell me who does what by when, then we will see if it survives.
The same lesson on the real thing: the conversation in the middle, the thinking ladder on the left, and the criteria each answer is evidencing on the right.
  • Draft the real one Create

    You do “Apply legislation, regulation and organisational procedures for 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.

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 legislation, regulation and organisational procedures for customer service, one of this qualification's own units.

Apply legislation, regulation and organisational procedures for customer service Entry Level

Applied to your work in any of these jobs

Which job do you mean?
Associate Customer Service AssistantAssociate Customer Service CoordinatorAssociate Service TrainerClient Services AssociateAssociate Service Process AnalystAssociate Client Services Coordinator

Learners will apply relevant legislation, regulations, and organisational procedures in customer service. This includes following established procedures, protecting property and information security, and understanding health and safety requirements within their role.

How the thinking builds
  1. 1 Remember
  2. 2 Understand
  3. 3 Apply
  4. 4 Analyse
  5. 5 Evaluate
  6. 6 Create
An illustration of a Zavmo lesson, built from this role’s own route. The unit, its objective and every criterion above are the awarding body’s own words, not an example.

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.

Your Plan Illustration

Built for City & Guilds Entry Level Certificate for Introduction to Customer Service (Entry 3)

14 units in this credential, in the order it lists them, awarded by City & Guilds Limited.

  1. Apply legislation, regulation and organisational procedures for customer service
  2. Communicate customers’ problems with others
  3. Communicate effectively with customers
  4. Create a good impression to customers
  5. Deal with queries and requests
  6. Effective relationships with customers and colleagues

and 8 more in the full unit list below.

These are the real units of this credential, in its own order. Nothing here is marked done, because this plan has not been started by anyone yet. Yours would fill in as you go.

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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.