Ascentis · RQF Level 1
Ascentis Level 1 Certificate for Introduction to Customer Service
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 1
- Total credits13
- Guided learning109 hours
- Units in this qualification9
Awarded by Ascentis · 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
Customer Service is not a discrete sector, but its key skills relate to a wide variety of sector areas. The Certificate for Introduction to Customer Service provides an introduction to the knowledge, skills and behaviours needed in order to provide effective customer service in a range of sectors; it also gives learners the core knowledge and awareness of key legislation for working within customer service. There are several features of this qualification that makes it very appropriate for its target learners: Unit certification is available for each of the units Assessment is through the building up of a portfolio of evidence, allowing flexibility in terms of the learner putting together evidence most appropriate to their learning situation A flexible optional structure that allows learners and tutors to choose learning that is relevant to their specific needs An ability to combine units with units at a higher level to promote learner progression Verification and certification can be offered throughout the year, allowing maximum flexibility for centres
These are the units Ascentis 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.
Answer telephone calls from customersReal unit · Ascentis
What you'll be able to do
- Greet customers calling on the telephone
- Deal with incoming customer telephone calls
- Respond to requests from customers
Apply legislation, regulation and organisational procedures for customer serviceReal unit · Ascentis
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 delivering customer service
- Know other external rules that impact on customer service delivery
Communicate customers’ problems with othersReal unit · Ascentis
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 problem
- Communicate with a customer and a colleague about the problem
Communicate effectively with customersReal unit · Ascentis
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
Contribute to effective customer serviceReal unit · Ascentis
What you'll be able to do
- Know customer service terms and language
- Know what contributes to good customer service in an organisation
- Work effectively with colleagues in a customer service team
Create a good impression to customersReal unit · Ascentis
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 · Ascentis
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
Digital communications for businessReal unit · Ascentis
What you'll be able to do
- Use digital software tools and techniques to compose and send messages
- Manage incoming digital messages effectively
Working in customer serviceReal unit · Ascentis
What you'll be able to do
- Know the customer service principles that affect a customer related job
- Know what is required of a particular job holder to meet customer expectations
- Know the outline of entry level customer service jobs
- Know the outline of customer service jobs that may be accessible after experience in first step jobs
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
Level 1 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 45 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 develops learners' skills in answering telephone calls from customers, including appropriate greetings, clarifying customer needs, handling requests within authority limits, and transferring calls to relevant personnel when necessary.
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for Ascentis Level 1 Certificate for Introduction to Customer Service
9 units in this credential, in the order it lists them, awarded by Ascentis.
- Answer telephone calls from customers
- Apply legislation, regulation and organisational procedures for customer service
- Communicate customers’ problems with others
- Communicate effectively with customers
- Contribute to effective customer service
- Create a good impression to customers
and 3 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.