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 and Guilds of London Institute 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 and Guilds of London Institute awards. A qualified assessor at the centre judges your evidence, and the certificate comes from City and Guilds of London Institute.
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. 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 and Guilds of London Institute. It does the teaching and the mapping. City and Guilds of London Institute sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
What each unit actually teaches you to do
Effective relationships with customers and colleagues Real 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 customers Real 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 service Real 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 role Real 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 appearance Real unit · City and Guilds of London Institute
What you'll be able to do
- Recognise the impact of behaviour and appearance on customer perceptions.
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.
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Study the units online with a personal AI tutor, for £70 a month. Your first Future Fluency module is free.
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.
- 2 records
- 2 records
- 1 record
- 1 record
- 1 record
- 1 record
Showing 6 roles, drawn from 11 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
Customer Service Associate
This role can lead to supervising a team, managing a contact centre site, or moving into a senior operations role.
See the whole journeyOne 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.
The credits, and who awards them
Entry Level credits are regulated, and they are awarded by City and Guilds of London Institute 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
Effective relationships with customers and colleaguesKnowing how to handle telephone calls from customersLegislation, regulation and procedures to follow in customer serviceThe customer service job roleUnderstanding the importance of behaviour and appearance
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 · your make-it-real tutor Illustration - Draft the real one Create
You do “Legislation, regulation and procedures to follow in 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 Effective relationships with customers and colleagues, one of this qualification's own units.
Applied to your work in any of these jobs
This unit explores the dynamics of building professional relationships within the customer service context.
- 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 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
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.
Start my free AI Fluency moduleNo 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.