City & Guilds Limited · RQF Level 2
City & Guilds Level 2 Diploma in Customer Service
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 2
- Total credits45
- Guided learning245 hours
- Units in this qualification39
Awarded by City & Guilds Limited · on the Ofqual register
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What you’ll learn
What each unit actually teaches you to do
City and Guilds offer a full suite of management courses and skills qualifications across a range of levels. They are designed to suit all learning needs and cover all sectors within Business Skills.
These are the units City & Guilds Limited 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.
Bespoke SoftwareReal unit · City & Guilds Limited
You'll learn to input and combine information accurately using bespoke software applications. They will organise data using appropriate structures and utilise software functions to process and present information efficiently.
What you'll be able to do
- Input and combine information accurately using bespoke software applications
- Use appropriate structures to organise and retrieve information efficiently within the bespoke software
- Use the functions of the bespoke software effectively to process and present information in a suitable format
Buddy a colleague to develop their skillsReal unit · City & Guilds Limited
This unit equips learners with the knowledge and skills to buddy a colleague, including planning the buddying process, providing guidance and feedback, and overcoming challenges to support skill development.
What you'll be able to do
- Understand the key aspects of buddying a colleague, including the benefits, responsibilities, and potential challenges.
- Plan a buddying arrangement for a colleague, including setting objectives, agreeing on activities, and establishing a schedule.
- Support a buddy colleague in carrying out work activities, providing guidance, feedback, and encouragement.
Carry out customer service handoversReal unit · City & Guilds Limited
You'll understand the purpose and benefits of customer service handovers. They will plan and execute handovers effectively, ensuring continuity and accurate information transfer.
What you'll be able to do
- Understand the purpose and importance of a customer service handover process.
- Plan customer service handovers to ensure a seamless transition for the customer.
- Carry out customer service handovers effectively, providing all necessary information and support.
Carry out direct sales activities in a contact centreReal unit · City & Guilds Limited
You'll develop the ability to conduct direct sales activities within a contact centre, including gathering customer information, applying sales techniques, maintaining records, and complying with relevant regulations and legislation.
What you'll be able to do
- Gather information needed for direct sales activities in a contact centre, using appropriate questioning techniques.
- Carry out direct sales to customers through a contact centre, meeting sales targets and maintaining customer satisfaction.
- Keep direct sales records within a contact centre, ensuring accuracy and completeness.
- Comply with regulations and legislation during direct sales in a contact centre, adhering to legal and ethical guidelines.
- Understand how to conduct sales activities in a contact centre, including sales techniques and product knowledge.
Communicate verbally with customersReal unit · City & Guilds Limited
This unit covers the principles of effective verbal communication with customers, including active listening, questioning techniques, and adapting language and tone to suit different customer needs and situations.
What you'll be able to do
- Understand the principles of effective verbal communication with customers, including active listening and questioning techniques
- Use appropriate customer service language and tone when communicating verbally with customers, adapting to different customer needs and situations
Communicate with customers in writingReal unit · City & Guilds Limited
You'll learn to plan and deliver clear, concise, and professional written communications to customers, understanding the importance of tone, language, and adapting messages to meet individual customer needs.
What you'll be able to do
- Understand the principles of effective written communication with customers
- Plan written communications to customers, taking into account their needs and preferences
- Communicate with customers in writing, using appropriate language and tone
Contribute to the organisation of an eventReal unit · City & Guilds Limited
This unit covers the key stages of event organisation, including planning, communication, and risk management. You'll contribute by preparing venues, setting up events, and carrying out post-event actions to ensure smooth operations.
What you'll be able to do
- Understand the key aspects of event organisation, including planning, logistics, and resource management.
- Carry out pre-event actions, such as venue preparation, marketing, and participant registration.
- Set up an event, ensuring all equipment, facilities, and resources are in place and functioning correctly.
- Carry out post-event actions, such as evaluation, feedback collection, and financial reconciliation.
Deal with incidents through a contact centreReal unit · City & Guilds Limited
It teaches you to deal with incidents through a contact centre by following procedures and accurately recording details. You'll use communication systems to deploy resources and escalate incidents appropriately.
What you'll be able to do
- Deal with incidents through a contact centre, following established procedures.
- Use contact centre communications systems to deploy incident management resources effectively.
- Understand how to deal with incidents in a contact centre, including escalation procedures and relevant policies.
Deal with incoming telephone calls from customersReal unit · City & Guilds Limited
You'll learn to manage incoming customer telephone calls by following established procedures, using questioning techniques to determine call purpose, and responding accurately to customer enquiries.
What you'll be able to do
- Understand the procedures for dealing with incoming telephone calls from customers, including call handling and routing
- Establish the purpose of incoming customer calls efficiently and accurately, using appropriate questioning techniques
- Deal with customer questions and requests effectively, providing accurate information and resolving issues where possible
Deliver customer serviceReal unit · City & Guilds Limited
This unit provides learners with knowledge of effective customer service delivery, its impact on brand reputation, and the ability to prepare for and provide service that meets customer needs while supporting service improvements.
What you'll be able to do
- Understand the key elements of effective customer service delivery
- Understand the relationship between customer service and a brand's reputation and value
- Prepare to deal with customers in a professional and helpful manner
- Provide customer service that meets customer needs and expectations
- Support improvements to customer service delivery through feedback and suggestions
Deliver customer service to challenging customersReal unit · City & Guilds Limited
This unit equips learners with strategies to deliver customer service to challenging customers, including recognising triggers, managing emotions, and maintaining professionalism to resolve difficult interactions effectively.
What you'll be able to do
- Understand the key considerations when delivering customer service to challenging customers, including identifying triggers and managing emotions
- Deal with challenging customers in a calm, professional, and assertive manner, aiming to resolve issues and maintain positive relationships
Deliver customer service whilst working on customers’ premisesReal unit · City & Guilds Limited
This unit provides learners with knowledge of delivering excellent customer service on customers' premises. You'll demonstrate professional behaviour and address challenges while meeting customer needs effectively.
What you'll be able to do
- Understand the principles of delivering excellent customer service whilst working on customers’ premises.
- Deliver customer service effectively and professionally whilst working on customers’ premises, meeting their needs and expectations.
Develop customer relationshipsReal unit · City & Guilds Limited
You'll understand the importance of developing positive customer relationships and acquire skills to communicate professionally and consistently, providing excellent service that fosters customer loyalty.
What you'll be able to do
- Understand the importance of developing positive customer relationships for business success
- Develop and maintain effective relationships with customers through consistent and professional communication and service
Develop working relationships with colleaguesReal unit · City & Guilds Limited
You'll explore principles of effective team working, including communication and collabouration. They will develop skills to maintain positive working relationships, resolve problems collectively, and provide constructive feedback within a team environment.
What you'll be able to do
- Understand the principles of effective team working, including communication, collaboration, and shared goals
- Maintain effective working relationships with colleagues through clear communication, mutual respect, and constructive feedback
- Collaborate with colleagues to resolve problems by sharing information, exploring options, and agreeing on solutions
Employee rights and responsibilitiesReal unit · City & Guilds Limited
This unit provides learners with knowledge of the roles of various organisations and industries in the economy, employers' expectations of employees, and employees' rights and responsibilities within the workplace.
What you'll be able to do
- Understand the role of different organisations and industries in the wider economy.
- Understand employers’ expectations regarding employee conduct and performance.
- Understand employees’ rights and obligations within the workplace.
Exceed customer expectationsReal unit · City & Guilds Limited
You'll understand how to exceed customer expectations by delivering exceptional service that enhances satisfaction and loyalty, recognising factors that contribute to positive customer experiences and organisational benefits.
What you'll be able to do
- Understand how to exceed customer expectations in a customer service environment
- Exceed customer expectations by providing exceptional service and going the extra mile
Gather, analyse and interpret customer feedbackReal unit · City & Guilds Limited
This unit develops learners' ability to gather, analyse, and interpret customer feedback. You'll plan feedback collection, use various methods to gather data, and recommend improvements based on analysis.
What you'll be able to do
- Understand the methods used to gather, analyse and interpret customer feedback effectively.
- Plan the collection of customer feedback on customer service issues, selecting appropriate methods and target audiences.
- Gather customer feedback using a variety of techniques, ensuring data accuracy and completeness.
- Analyse and interpret customer feedback to recommend improvements to customer service processes and procedures.
Handling objections and closing salesReal unit · City & Guilds Limited
It teaches you to understand common sales objections and methods to prepare for them. You'll practise handling objections professionally and apply various techniques to close sales effectively.
What you'll be able to do
- Understand the common reasons for sales objections and how to prepare for them
- Understand different techniques used to effectively close a sale
- Handle objections from potential customers in a professional and persuasive manner
- Close sales effectively, ensuring customer satisfaction and meeting sales targets.
Health and Safety Procedures in the WorkplaceReal unit · City & Guilds Limited
You'll gain knowledge of workplace health and safety legislation, policies, and procedures, and develop the ability to perform tasks safely, including reporting accidents and hazards appropriately.
What you'll be able to do
- Know the relevant health and safety procedures that apply in the workplace.
- Carry out tasks in accordance with health and safety procedures in the workplace.
Make telephone calls to customersReal unit · City & Guilds Limited
You'll understand the importance of preparation and telephone etiquette when making calls to customers, plan calls effectively, and comply with legal and organisational requirements to communicate professionally.
What you'll be able to do
- Understand the key principles of making effective telephone calls to customers, including preparation and etiquette
- Plan telephone calls to customers, taking into account the purpose of the call and the information required
- Make telephone calls to customers in a professional and courteous manner, following organisational procedures
Manage diary systemsReal unit · City & Guilds Limited
You'll understand the purpose and benefits of diary systems, including manual and electronic types, and develop skills to manage diaries effectively by scheduling and maintaining accurate information.
What you'll be able to do
- Understand the principles of managing diary systems effectively
- Manage diary systems to schedule appointments, meetings and other activities
Manage personal performance and developmentReal unit · City & Guilds Limited
You'll learn to manage personal performance by setting SMART goals, monitoring progress, and evaluating outcomes. They will also learn to prioritise tasks, manage time and workload, identify development needs, and fulfil a personal development plan.
What you'll be able to do
- Manage personal performance by setting goals and monitoring progress
- Manage their own time effectively by prioritising tasks and meeting deadlines
- Manage their own workload by organising tasks and delegating when appropriate
- Identify their own development needs by reflecting on their strengths and weaknesses
- Create a personal development plan with specific goals and actions
- Fulfil a personal development plan by engaging in learning activities and seeking feedback
Meeting customers’ after sales needsReal unit · City & Guilds Limited
It teaches you to investigate and identify customers' after sales needs using appropriate questioning techniques, handle these needs efficiently, and review the after sales process to improve service delivery.
What you'll be able to do
- Investigate customer after sales needs thoroughly
- Handle customers’ after sales needs efficiently and effectively
- Review the after sales process to identify areas for improvement
Negotiate in a business environmentReal unit · City & Guilds Limited
It teaches you to understand negotiation principles, including preparation, communication, and ethical behaviour. You'll prepare for and conduct business negotiations to reach mutually beneficial agreements.
What you'll be able to do
- Understand the principles underpinning negotiation, including preparation, communication, and compromise
- Prepare for business negotiations by researching the other party, defining objectives, and developing strategies
- Carry out business negotiations by communicating effectively, building rapport, and reaching mutually beneficial agreements
Principles of customer serviceReal unit · City & Guilds Limited
You'll gain a comprehensive understanding of customer service principles, legal and ethical requirements, effective service delivery, and the management of customer service information within an organisation.
What you'll be able to do
- Understand the principles of customer service and its importance within an organisation
- Understand how legal and ethical requirements relate to the provision of customer service
- Understand how to deliver effective customer service to meet customer needs and expectations
- Understand the importance of managing customer service information in line with organisational procedures and data protection regulations
Principles of equality and diversity in the workplaceReal unit · City & Guilds Limited
You'll explore equality and diversity principles in the workplace, including relevant legislation and protected characteristics. They will understand employer responsibilities and organisational standards for promoting equality.
What you'll be able to do
- Understand the implications of equality legislation for the workplace, including protected characteristics and legal responsibilities.
- Understand organisational standards and expectations for promoting equality and diversity in the workplace, and the broader context of equality and diversity within the organisation.
Process information about customersReal unit · City & Guilds Limited
This unit provides learners with knowledge of processing customer information securely and accurately in line with data protection regulations. You'll collect, verify, and handle customer data while minimising risks.
What you'll be able to do
- Understand the procedures for processing customer information accurately and securely, in line with data protection regulations and organisational policies.
- Process customer information efficiently and effectively, ensuring accuracy and confidentiality.
Processing sales ordersReal unit · City & Guilds Limited
You'll understand the steps involved in processing sales orders and the importance of follow-up. They will apply organisational procedures to process orders accurately and ensure customer satisfaction.
What you'll be able to do
- Understand how to process and follow up sales orders
- Process sales orders in accordance with organisational procedures
- Follow up sales order processing to ensure customer satisfaction
Promote additional products and/or services to customersReal unit · City & Guilds Limited
This unit covers methods used to promote additional products and/or services to customers. You'll understand the importance of recognising customer needs and be able to promote products or services effectively to benefit both the customer and the organisation.
What you'll be able to do
- Understand the methods used to promote additional products and/or services to customers
- Promote additional products and/or services to customers, in a way that is beneficial to both the customer and the organisation
Provide post-transaction customer serviceReal unit · City & Guilds Limited
This unit covers the importance of post-transaction customer service and various service types. You'll respond promptly and professionally to enquiries and complaints, ensuring customer satisfaction.
What you'll be able to do
- Understand the principles and importance of providing effective post-transaction customer service.
- Provide post-transaction customer service in line with organisational procedures and customer expectations.
Provide reception servicesReal unit · City & Guilds Limited
You'll gain knowledge of effective reception services, focusing on communication, customer service, and administrative tasks. They will demonstrate professional behaviour when greeting visitors and managing reception duties.
What you'll be able to do
- Understand the key aspects of providing effective reception services, including communication, customer service, and administrative tasks.
- Provide a professional and efficient reception service, meeting the needs of visitors and staff.
Resolve customer service problemsReal unit · City & Guilds Limited
This unit covers common causes of customer service problems and their impact on organisations. You'll learn to resolve issues promptly, implement solutions, and manage unresolved problems professionally.
What you'll be able to do
- Understand the common causes of customer service problems
- Understand the importance of resolving customer service problems promptly and effectively
- Resolve customer service problems in a professional and timely manner
- Implement solutions to address customer service issues
- Manage unresolved customer service problems appropriately
- Escalate unresolved issues to the appropriate personnel
Resolve customers’ complaintsReal unit · City & Guilds Limited
You'll understand organisational policies and procedures for handling customer complaints, develop skills to communicate empathetically and effectively, and manage the complaints resolution process to achieve satisfactory outcomes.
What you'll be able to do
- Understand the processes involved in monitoring and resolving customers’ complaints, including relevant policies and procedures
- Deal with customers’ complaints in a professional and timely manner, aiming to achieve a satisfactory resolution
Support customer service improvementsReal unit · City & Guilds Limited
It teaches you to support customer service improvements by identifying areas for enhancement, understanding methods of gathering customer feedback, and assisting in the implementation of service improvements.
What you'll be able to do
- Understand how to support customer service improvements within an organisation
- Identify the potential for improvements to customer service processes and procedures
- Support the implementation of improvements to customer service to enhance customer satisfaction
Support customers through real-time online customer serviceReal unit · City & Guilds Limited
It teaches you to support customers through real-time online channels by understanding their unique characteristics, establishing support needs, and providing prompt, efficient assistance using appropriate skills.
What you'll be able to do
- Understand how to support customers effectively through real-time online customer service channels
- Establish the customer service support needed by customers using real-time online communication
- Support online customer service in real-time, addressing customer queries and resolving issues
Support customers using self-service equipmentReal unit · City & Guilds Limited
You'll understand different types of self-service equipment and their benefits to customers. They will identify support needs and assist customers in using equipment effectively, resolving common issues.
What you'll be able to do
- Understand the different types of self-service equipment and how to support customers in their use.
- Identify the specific help and support needed by customers when using self-service equipment.
- Help customers to use self-service equipment effectively and efficiently, resolving any issues that may arise.
Understand customersReal unit · City & Guilds Limited
This unit provides learners with an understanding of different customer types, their varying needs and expectations, and the importance of customer satisfaction and loyalty to organisational success.
What you'll be able to do
- Understand the different types of customers and their needs
- Understand the value of customers and the importance of customer loyalty to an organisation
Understand employer organisationsReal unit · City & Guilds Limited
This unit provides learners with knowledge of different organisational structures, their advantages and disadvantages, and the impact of the organisational environment on activities and responses to change.
What you'll be able to do
- Understand different types of organisational structures, including their advantages and disadvantages
- Understand the impact of the organisational environment on the organisation's activities
Use social media to deliver customer serviceReal unit · City & Guilds Limited
You'll understand the role of social media in customer service, including benefits, risks, and legal considerations. They will monitor and manage customer interactions across platforms effectively.
What you'll be able to do
- Understand the role and impact of social media within a business environment for delivering customer service.
- Deal with customer enquiries and issues effectively using social media platforms.
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 2 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.
Bespoke SoftwareBuddy a colleague to develop their skillsCarry out customer service handoversCarry out direct sales activities in a contact centreCommunicate verbally with customersCommunicate with customers in writingContribute to the organisation of an eventDeal with incidents through a contact centre
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
Event Operations Coordinator
This role is a fantastic launchpad into the exciting world of events. If you're keen to learn, aren't afraid of hard work, and love seeing a plan come to life, you'll find a rewarding and dynamic career path here. We're excited to see where you take it!
See the whole journey →Opens the roleEvent Operations CoordinatorOne of the jobs this qualification is a route into · 1 near-identical record folded inSee the role →Opens the roleEvent CoordinatorOne of the jobs this qualification is a route into · 3 near-identical records folded inSee the role →Opens the roleEvent Logistics CoordinatorOne of the jobs this qualification is a route into · 2 near-identical records folded inSee the role →Opens the roleEvents CoordinatorOne of the jobs this qualification is a route into · 2 near-identical records folded inSee the role →Opens the roleEvents Operations CoordinatorOne of the jobs this qualification is a route into · 1 near-identical record folded inSee the role →Opens the roleEvents Coordinator, International Corporate EventsOne of the jobs this qualification is a route intoSee the role →Future FluencyAll ten future skillsSee how every unit is contextualised by the tenExplore →
Showing 6 roles, drawn from 53 job records mapped to this qualification.
Skills it covers
What the job actually needs. These are the standards the units are built against, in the words employers and awarding bodies already use for the work itself.
Respond to complaints and resolve problems within your organisational service standards
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.
One-to-one, on your real workNo lectures, no past-papers. Every unit is practised on the actual tasks your job throws at you, a tutor beside you, not a video in front of you.
Taught to the top, not the testMost courses stop at remembering. Your companion keeps climbing: analysing, judging, creating. That’s the part a machine can’t do for you.
Credits you keep, a map that continuesEvery unit is regulated and yours for good. The day you finish, Zavmo already knows the next role your new credits open.
Applied to your work in any of these jobs
Which job do you mean?
Learners will develop skills to input and combine information accurately using bespoke software applications. They will organise data using appropriate structures and utilise software functions to process and present information efficiently.
How the thinking builds
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for City & Guilds Level 2 Diploma in Customer Service
39 units in this credential, in the order it lists them, awarded by City & Guilds Limited.
- Bespoke Software
- Buddy a colleague to develop their skills
- Carry out customer service handovers
- Carry out direct sales activities in a contact centre
- Communicate verbally with customers
- Communicate with customers in writing
and 33 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
Why this matters: AI can already remember and understand for you. What it can’t do is
take your real problem and judge the right call. So the only learning worth paying
for is the learning that takes you to the top. That’s exactly what a tutor doing it with
you, on your real work, is for.
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.