City & Guilds Limited · RQF Entry Level
City & Guilds Entry Level Certificate for Introduction to Customer Service (Entry 3)
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Entry Level
- Total credits13
- Guided learning109 hours
- Units in this qualification14
Awarded by City & Guilds Limited · on the Ofqual register
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See how this course maps onto your role
Ten quick questions, one per Future Fluency, asked against this qualification rather than a generic one.
About 5 minutes · No card · Nothing to commit to
What you’ll learn
What each unit actually teaches you to do
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, and every one you earn is yours to keep.
Apply legislation, regulation and organisational procedures for customer serviceReal unit · City & Guilds Limited
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 othersReal unit · City & Guilds Limited
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 customersReal unit · City & Guilds Limited
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 customersReal unit · City & Guilds Limited
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 requestsReal unit · City & Guilds Limited
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 colleaguesReal unit · City & Guilds Limited
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 customersReal unit · City & Guilds Limited
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 serviceReal unit · City & Guilds Limited
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 serviceReal unit · City & Guilds Limited
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 problemsReal unit · City & Guilds Limited
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 roleReal unit · City & Guilds Limited
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 serviceReal unit · City & Guilds Limited
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 requestsReal unit · City & Guilds Limited
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 wayReal unit · City & Guilds Limited
What you'll be able to do
- Show a polite and willing approach to customers
- Show consideration to customers
The honest bit
You’ve started things before
Most courses were built for a room full of people who aren’t you. A cohort moves on whether or not your week allowed it, and by the third week the thing you’re behind on becomes the reason you stop opening it.
There’s no cohort here, and no timetable to fall behind. Before anything starts, Zavmo asks when you’re sharpest and how long you can realistically sit down for, then builds the sessions around those answers. A bad fortnight changes your pace. It doesn’t put you behind.
And you only pay once you start learning. Searching and planning are free, and you can cancel any time — so the cost of finding out is an afternoon, not a year.
Your passport
Every credit is a stamp you keep
Entry Level credits are regulated. 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’ve earned and what’s next.
Each stamp is a real unit registered against this qualification.
Who’d teach you this
The Evidence Evaluator
Assessor
Helps you show what you can actually do, gathering the evidence that proves it as you learn.
Meet all twelve tutorsWhere this connects
Where these credits take you
A qualification is never a dead end here. See the jobs its credits open, the national occupational standards its units map to, and the future skills they quietly build.
Where this can lead
Associate Customer Service Assistant
Your journey starts here, but where it goes is really up to you. We're committed to giving you the tools, training, and opportunities to build a fantastic career. Show us your dedication and willingness to learn, and we'll help you carve out a path that suits you best.
See the whole journey →Showing 6 roles, drawn from 13 job records mapped to this qualification.
How you’ll actually learn this
One-to-one, on your own real work
A qualification is usually something done to you: sit the class, sit the exam, hope it sticks. Here it’s the opposite. You learn it one-to-one with a companion, on your own real work, and you keep going until you can use it, not just recall it.
Applied to your work in any of these jobs
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.
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
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.
- Apply legislation, regulation and organisational procedures for customer service
- Communicate customers’ problems with others
- Communicate effectively with customers
- Create a good impression to customers
- Deal with queries and requests
- Effective relationships with customers and colleagues
and 8 more in the full unit list below.
One to one, not one to many
No two people run this the same way
A course is written once and handed to everyone. This is assembled around you, and keeps changing as it learns you. Five things it reads, and what each one changes.
- Your actual work Every unit is taught against a live piece of your own work, not a worked example from a textbook.
- What you already know The first conversation finds your starting point, so you skip what you can already do and spend the time on what you cannot.
- The conditions you learn under Not a learning-styles quiz. The evidence does not support those. The dimensions the research does back, read once and used to shape the plan.
- How far you got last time It picks up mid-thought. The tutor knows what you said, what you struggled with, and what it asked you to try.
- Which tutor suits the moment Twelve of them, each for a different kind of thinking. The one who walks you through a first idea is not the one who stress-tests it.
See how you learn, free. Eight questions, no sign-up. A directional taster; the diagnostic inside Zavmo goes deeper and keeps adapting.
Why it sticks
Most courses stop at remembering
There’s a well-known ladder of how deeply you learn something, called Bloom’s Taxonomy. Most courses get you up the first two rungs: you remember some facts, you pass a test, you forget it. Real skill lives at the top. Judging, deciding, creating. And this isn’t a generic ladder: every rung has a named Zavmo tutor who walks you up it.
- 6CreateThe Creative Catalyst
- 5EvaluateThe Evidence Evaluator
- 4AnalyseThe Analyst
- 3ApplyThe Coach
- 2UnderstandThe Connector
- 1RememberThe Builder
Where most courses leave you Where Zavmo takes you
The value
Why the companion is worth £70 a month
You’re not paying for the units. They’re regulated, and the same wherever you earn them. You’re paying for the one thing that decides whether you actually get there: a companion that makes them stick, on your real work.
That is one-to-one on this qualification, every day, on the work you already do, for £70 a month. Your first module is free, so you can see the teaching before you pay for any of it. Billed monthly, cancel any time and billing stops.
Earned on your own work, taught to the top.
Everything you just read, learned one-to-one on the job you already do. Your first module is free, so you can see the teaching before you pay for any of it.
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.