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 & Guilds Limited 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 & Guilds Limited awards. A qualified assessor at the centre judges your evidence, and the certificate comes from City & Guilds Limited.
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. 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 & Guilds Limited. It does the teaching and the mapping. City & Guilds Limited sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
What each unit actually teaches you to do
Bespoke Software Real unit · City & Guilds Limited
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 skills Real unit · City & Guilds Limited
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 handovers Real unit · City & Guilds Limited
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 centre Real unit · City & Guilds Limited
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 customers Real unit · City & Guilds Limited
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 writing Real unit · City & Guilds Limited
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 event Real unit · City & Guilds Limited
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 centre Real unit · City & Guilds Limited
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 customers Real unit · City & Guilds Limited
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 service Real unit · City & Guilds Limited
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 customers Real unit · City & Guilds Limited
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’ premises Real unit · City & Guilds Limited
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 relationships Real unit · City & Guilds Limited
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 colleagues Real unit · City & Guilds Limited
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 responsibilities Real unit · City & Guilds Limited
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 expectations Real unit · City & Guilds Limited
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 feedback Real unit · City & Guilds Limited
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 sales Real unit · City & Guilds Limited
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 Workplace Real unit · City & Guilds Limited
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 customers Real unit · City & Guilds Limited
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 systems Real unit · City & Guilds Limited
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 development Real unit · City & Guilds Limited
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 needs Real unit · City & Guilds Limited
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 environment Real unit · City & Guilds Limited
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 service Real unit · City & Guilds Limited
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 workplace Real unit · City & Guilds Limited
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 customers Real unit · City & Guilds Limited
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 orders Real unit · City & Guilds Limited
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 customers Real unit · City & Guilds Limited
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 service Real unit · City & Guilds Limited
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 services Real unit · City & Guilds Limited
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 problems Real unit · City & Guilds Limited
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’ complaints Real unit · City & Guilds Limited
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 improvements Real unit · City & Guilds Limited
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 service Real unit · City & Guilds Limited
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 equipment Real unit · City & Guilds Limited
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 customers Real unit · City & Guilds Limited
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 organisations Real unit · City & Guilds Limited
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 service Real unit · City & Guilds Limited
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.
Free, by email
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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 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
Respond to complaints and resolve problems within your organisational service standards
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
- 3 records
- 3 records
- 3 records
- 2 records
- 1 record
Showing 6 roles, drawn from 44 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
Event Operations Coordinator
This work can lead to running events as a Senior Event Producer or Operations Manager, or managing a wider operations team as Head of Event Operations.
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 2 credits are regulated, and they are awarded by City & Guilds Limited 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
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 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 - Rehearse the conversation Apply
“Gather, analyse and interpret customer feedback” is a conversation before it is a document. You have it with Zavmo playing the other person, badly at first, then again once you know what you actually want to say.
- Pitch it Evaluate
“Carry out direct sales activities in a contact centre” gets practised as a pitch. You make the case out loud, Zavmo asks the question the room would ask, and you make it again.
- Draft the real one Create
You do “Health and Safety Procedures in the Workplace” 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.
- Map a live decision Analyse
“Manage diary systems” runs on a decision you are facing now. Zavmo maps it with you and shows what the second-order effect looks like before you find out the slow way.
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 Bespoke Software, one of this qualification's own units.
Applied to your work in any of these jobs
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.
- 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 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.
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.