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 VTCT Skills has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and VTCT Skills awards. A qualified assessor at the centre judges your evidence, and the certificate comes from VTCT Skills.
VTCT Skills Level 1 Certificate in Principles of Customer Service (RQF) Overview Structure Documents Approved Centres Qualification Information Sector: Business, Retail and First Aid VTCT Product Code: CSC01 Qualification Number: 600/4940/6 Level: 1 GLH: 109 UK Price (for VTCT centres only): £41.00 * Units: 6 - 12 Minimum Credits: 13 Category: Customer Service Age Restriction: 5 Registration End Date: * The price displayed is for training providers only. If you are a learner, please consult a training provider for course prices. Additional Information Documentation for this qualification last amended 08 May 2025 Qualification Information The Level 1 Certificate in Principles of Customer Service (RQF) is designed to allow you to learn, develop and practise the skills and knowledge required for employment within the customer service sector, from call centres and banks to hair salons. This qualification covers the skills and knowledge required by you to deliver reliable customer service through an understanding of: customer expectations and needs the delivery of customer service in line with organisational procedures dealing effectively with customer queries, problems and complaints This qualification does not require you to have any prior qualifications or levels of prior learning. There is no minimum age requirement for this qualification. If you feel that you only need a basic understanding of customer service then you could chose to do the Level 1 Award in Principles of Cust
These are the units VTCT Skills 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 VTCT Skills. It does the teaching and the mapping. VTCT Skills sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
What each unit actually teaches you to do
Answer telephone calls from customers Real unit · VTCT Skills
What you'll be able to do
- Greet customers politely and professionally when answering telephone calls.
- Effectively deal with incoming telephone calls from customers, addressing their needs and providing appropriate assistance.
- Respond appropriately to requests made by customers during telephone conversations.
Apply legislation, regulation and organisational procedures for customer service Real unit · VTCT Skills
What you'll be able to do
- Consistently follow established customer service procedures relevant to a particular job role.
- Protect the security of both property and information while delivering customer service, adhering to relevant protocols.
- Know the essential health and safety requirements that must be observed when delivering customer service to ensure a safe environment.
- Know other external rules, regulations, and legal requirements that impact on the delivery of customer service, such as data protection or consumer rights.
Communicate customers’ problems with others Real unit · VTCT Skills
What you'll be able to do
- Collect information about a problem from a customer, using effective questioning techniques
- Log information about a customer problem accurately and completely
- Select relevant information about a customer problem to pass to a colleague, ensuring they have the necessary details
- Communicate effectively with both a customer and a colleague about the problem, maintaining clear and professional communication
Communicate effectively with customers Real unit · VTCT Skills
What you'll be able to do
- Know the importance of speaking clearly and using appropriate language when communicating with customers.
- Know the importance of listening actively to customers to understand their needs and concerns.
- Know the importance of using information obtained from customers to contribute to the provision of good customer service.
Contribute to effective customer service Real unit · VTCT Skills
What you'll be able to do
- Know and understand common customer service terms and language used in the workplace.
- Know what factors contribute to the delivery of good customer service within an organisation.
- Work effectively and collaboratively with colleagues as part of a customer service team.
Create a good impression to customers Real unit · VTCT Skills
What you'll be able to do
- Select and wear clothing that is appropriate for a customer service role, adhering to any dress code requirements.
- Present a professional and well-maintained appearance suitable for interacting with customers.
- Communicate and build rapport effectively with customers, demonstrating empathy and understanding.
Deal with queries and requests Real unit · VTCT Skills
What you'll be able to do
- Know the range of services and products offered by a specific section or department within an organisation.
- Understand the typical interests and needs of customers in relation to the services and products offered.
- Accurately clarify customer queries and requests to ensure a clear understanding of their needs.
- Effectively deal with customer queries and requests in a professional and timely manner.
Effective relationships with customers and colleagues Real unit · VTCT Skills
What you'll be able to do
- Relate effectively to customers, demonstrating empathy, understanding, and a customer-focused approach.
- Relate effectively to colleagues within a customer service team, fostering collaboration and mutual support.
- Know the importance of using positive body language when interacting with both customers and colleagues to create a favourable impression and enhance communication.
Handling telephone calls from customers Real unit · VTCT Skills
What you'll be able to do
- Greet customers politely and professionally when answering telephone calls.
- Deal effectively with different types of customer enquiries and requests received via telephone.
- Deal with communication problems that may arise during telephone conversations with customers.
Introduction to customer service Real unit · VTCT Skills
What you'll be able to do
- Know and understand basic customer service terminology and concepts.
- Understand the customer service process, including its key stages and overall importance to an organisation.
- Reflect on and learn from personal experiences of providing or receiving customer service.
Legislation, regulation and procedures to follow in customer service Real unit · VTCT Skills
What you'll be able to do
- Know organisational procedures for customer service, adhering to established protocols
- Protect the security of property and information when delivering customer service, maintaining confidentiality and preventing loss or damage
- Know the health and safety rules that relate to a customer service job, ensuring a safe working environment for themselves and customers
- Know the relevant external rules in a customer service job, complying with legal and regulatory requirements
Positive communication with customers Real unit · VTCT Skills
What you'll be able to do
- Hold conversations with customers, using appropriate language and tone
- Respond to requests from customers, providing accurate and helpful information
- Use appropriate body language when dealing with customers, demonstrating attentiveness and professionalism
Record and communicate customer problems Real unit · VTCT Skills
What you'll be able to do
- Collect detailed information from a customer who is experiencing a problem.
- Record detailed information accurately about a customer's problem.
- Communicate details of a customer's problem clearly to a colleague.
- Communicate details of a customer's problem clearly to the customer.
The customer service experience Real unit · VTCT Skills
What you'll be able to do
- Know about the different elements that contribute to a positive customer service experience.
- Know how customer satisfaction is achieved through effective customer service practices.
- Demonstrate a positive and helpful attitude when dealing with customers in various situations.
The customer service job role Real unit · VTCT Skills
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 · VTCT Skills
What you'll be able to do
- Know the dress requirements applicable to various customer service roles.
- Understand how general appearance can influence customer perceptions and reactions.
- Interact effectively and professionally with customers in a customer service environment.
Understand how to deal with queries and requests Real unit · VTCT Skills
What you'll be able to do
- Know the range of services or products offered by a specific section or department within an organisation.
- Know the common types of questions that customers are likely to ask regarding the services or products.
- Recognise and identify when a customer presents a query or request.
- Clarify the specific details of queries or requests received from customers to ensure accurate understanding.
Work in a customer-friendly way Real unit · VTCT Skills
What you'll be able to do
- Demonstrate a polite and willing approach when interacting with customers, showing a positive attitude and a desire to help.
- Interact effectively with customers in a variety of different situations, adapting communication style and approach as needed.
- Demonstrate consideration for customers' needs and feelings, showing empathy and understanding in all interactions.
Working in a customer focused way Real unit · VTCT Skills
What you'll be able to do
- Show a polite and willing approach to customers.
- Show consideration to customers.
Working in customer service Real unit · VTCT Skills
What you'll be able to do
- Understand the fundamental customer service principles that underpin customer-facing roles.
- Understand the specific responsibilities of a job holder in meeting and exceeding customer expectations.
- Know the general characteristics and requirements of entry-level customer service positions.
- Know the potential career progression opportunities within customer service that become accessible with experience.
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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.
- 1 record
Where this can lead
Associate Service Trainer
This work can lead to a senior customer service trainer role, designing curriculum and mentoring junior trainers, or on to lead trainer and instructional design work.
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
Level 1 credits are regulated, and they are awarded by VTCT Skills 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
Answer telephone calls from customersApply legislation, regulation and organisational procedures for customer serviceCommunicate customers’ problems with othersCommunicate effectively with customersContribute to effective customer serviceCreate a good impression to customersDeal with queries and requestsEffective relationships with customers and colleagues
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 “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 Answer telephone calls from customers, one of this qualification's own units.
Applied to your work in any of these jobs
This unit enables learners to effectively answer telephone calls from customers by demonstrating appropriate greetings, using a professional tone, and responding to customer requests. Learners will develop skills in active listening and clarifying customer needs during telephone interactions.
- 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 VTCT Skills Level 1 Certificate in Principles of Customer Service (RQF)
20 units in this credential, in the order it lists them, awarded by VTCT Skills.
- 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 14 more in the full unit list below.
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.