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 Innovate Awarding has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and Innovate Awarding awards. A qualified assessor at the centre judges your evidence, and the certificate comes from Innovate Awarding.
This certificate covers the core principles of customer service. It includes understanding customers, the organisation, and effective communication. It is designed for individuals in administration roles who want to develop their customer service skills.
These are the units Innovate Awarding 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, and work done here is recognised as prior learning under the agreements we hold.
Zavmo is not an awarding body, is not an approved centre, and is not affiliated with Innovate Awarding. It does the teaching and the mapping. Innovate Awarding sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
Free first step
Try a free Future Fluency lesson first
The free part is a Future Fluency lesson on using AI at work. It is not part of this qualification. Next, a free account. We build your plan for this qualification as you set up. Teaching towards this qualification begins when you subscribe.
No card · Nothing to commit to
What each unit actually teaches you to do
Communication in the customer service role Real unit · Innovate Awarding
What you'll be able to do
- Understand various methods of communication used when interacting with customers.
- Understand how to handle customer service information accurately and securely.
- Understand how to collaborate effectively as part of a team to provide excellent customer service.
- Understand how to meet the diverse needs of a wide range of customers.
- Understand the importance of promoting and evaluating products and services to customers.
Prepare to deliver excellent customer service Real unit · Innovate Awarding
What you'll be able to do
- Understand the fundamental principles of customer service within an organisation.
- Understand how customer needs and expectations are identified and addressed.
- Understand how to balance customer expectations with the organisation’s offerings and capabilities.
- Understand the procedures for handling customer complaints effectively.
- Understand the relevant legislation pertaining to customer service.
Understand customers Real unit · Innovate Awarding
What you'll be able to do
- Understand the different types of customers an organisation may encounter.
- Understand the value of customers to an organisation and the importance of customer loyalty.
Understanding the organisation Real unit · Innovate Awarding
What you'll be able to do
- Understand the various factors that can affect an organisation and the role of customer service within it.
- Understand employee rights, responsibilities, and the organisation's procedures.
- Understand potential career pathways within the field of customer service.
- Understand how employees are supported within the customer service role.
- Know the organisation’s policies and procedures relating to customer service.
The national standards these units are built against
What the job actually needs, in the words employers and awarding bodies already use for the work itself.
- Standard
Manage communications in a customer service environment
- Standard
Prepare yourself to deliver good Customer Service
The credits, and who awards them
Level 2 credits are regulated, and they are awarded by Innovate Awarding 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
Communication in the customer service rolePrepare to deliver excellent customer serviceUnderstand customersUnderstanding the organisation
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 Coach · your practice partner Illustration - Bring the real thing Apply
“Communication in the customer service role” is taught against the work in front of you rather than a worked example. You bring what you are doing this week and it becomes the practice.
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 Communication in the customer service role, one of this qualification's own units.
Applied to your own work
This unit covers methods of communication with customers, secure handling of customer service information, and teamwork to provide effective service. Learners will also understand how to meet diverse customer needs and the importance of promoting and evaluating products and services.
- 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 IAO Level 2 Certificate In Principles of Customer Service
4 units in this credential, in the order it lists them, awarded by Innovate Awarding.
- Communication in the customer service role
- Prepare to deliver excellent customer service
- Understand customers
- Understanding the organisation
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.
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.
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.