City and Guilds of London Institute · RQF Entry Level
City & Guilds Entry Level Award 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 credits6
- Guided learning51 hours
- Units in this qualification5
Awarded by City and Guilds of London Institute · on the Ofqual register
Start here
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
This qualification covers the basic elements of how to deliver an excellent customer experience, developing learners' awareness of customer service concepts at Entry level 3.
These are the units City and Guilds of London Institute 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.
Effective relationships with customers and colleaguesReal unit · City and Guilds of London Institute
What you'll be able to do
- Establish and maintain effective relationships with customers and colleagues.
Knowing how to handle telephone calls from customersReal unit · City and Guilds of London Institute
What you'll be able to do
- Demonstrate effective telephone communication skills with customers.
Legislation, regulation and procedures to follow in customer serviceReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the relevant legislation affecting customer service.
The customer service job roleReal unit · City and Guilds of London Institute
What you'll be able to do
- Describe the roles and responsibilities of customer service personnel.
Understanding the importance of behaviour and appearanceReal unit · City and Guilds of London Institute
What you'll be able to do
- Recognise the impact of behaviour and appearance on customer perceptions.
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
Customer Service Associate
Your journey starts here, but where it goes is really up to you. We're here to support your ambitions, whether that's becoming a team leader, a deep subject matter expert, or even moving into other areas of the business. We believe in growing our own talent, and this role is a brilliant foundation for a rewarding career.
See the whole journey →Showing 6 roles, drawn from 12 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
This unit explores the dynamics of building professional relationships within the customer service context.
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for City & Guilds Entry Level Award for Introduction to Customer Service (Entry 3)
5 units in this credential, in the order it lists them, awarded by City and Guilds of London Institute.
- Effective relationships with customers and colleagues
- Knowing how to handle telephone calls from customers
- Legislation, regulation and procedures to follow in customer service
- The customer service job role
- Understanding the importance of behaviour and appearance
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.