How you’d get it
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.
01What it is
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.
02The units
What each unit actually teaches you to do
Bespoke Software Real unit · City & Guilds Limited
You'll learn to use bespoke software for accurate data input, combination, organisation, and retrieval. The unit also covers exploiting software functions to process and present information in line with organisational procedures.
What you'll be able to do
- Input information using bespoke software
- Combine information using bespoke software
- Create appropriate structures to organise information efficiently
- Modify appropriate structures to organise information efficiently
- Exploit the functions of the software effectively to process information
- Exploit the functions of the software effectively to present information
Buddy a colleague to develop their skills Real unit · City & Guilds Limited
You'll understand the role and responsibilities involved in buddying a colleague to develop their skills. They will plan and support a buddying arrangement, providing guidance, feedback, and encouragement to facilitate learning.
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.
Build and maintain effective customer relations Real unit · City & Guilds Limited
You'll gain knowledge and skills to build and maintain effective customer relationships. They will understand the importance of customer satisfaction and loyalty, identify customer types and needs, and develop strategies to enhance and review customer relations.
What you'll be able to do
- Understand how to build effective relationships with customers to enhance customer satisfaction.
- Determine the scope for building effective relationships with customers, considering different customer types and needs.
- Develop effective relationships with customers through appropriate communication and interpersonal skills.
- Review and improve relationships with customers based on feedback and performance data.
Buyer behaviour in sales situations Real unit · City & Guilds Limited
This unit covers models of buyer behaviour and their influence on the sales cycle, including cultural, social, and psychological factors. You'll learn to respond appropriately at each stage of the buyer's decision-making process.
What you'll be able to do
- Understand the impact of different models of buyer behaviour on the sales cycle
- Respond appropriately to the buyer at each stage of their decision-making process
Champion customer service Real unit · City & Guilds Limited
This unit equips learners with knowledge and skills to champion customer service within an organisation. You'll promote a customer-centric culture, identify areas for improvement through feedback analysis, and advocate for enhanced customer service practices.
What you'll be able to do
- Understand how to champion customer service within an organisation to promote a customer-centric culture.
- Identify the scope for improvements to customer service based on customer feedback and organisational performance.
- Champion customer service by advocating for customer needs and promoting best practices.
Collaborate with other departments Real unit · City & Guilds Limited
You'll explore effective collabouration processes between departments, including identifying opportunities and overcoming challenges. They will develop skills to work collabouratively to achieve organisational goals and improve efficiency.
What you'll be able to do
- Understand the processes and benefits of effective collaboration with other departments within an organisation.
- Identify opportunities for collaboration with other departments to achieve common goals.
- Collaborate effectively with other departments to achieve organisational objectives.
Communicate verbally with customers Real unit · City & Guilds Limited
You'll study the principles of verbal communication with customers, including active listening, questioning techniques, and overcoming communication barriers. They will practise adapting language and tone to enhance customer interactions.
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
This unit equips learners with knowledge of effective written communication with customers. You'll plan and produce clear, concise, and professional written messages, considering tone, language, and customer preferences.
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
You'll understand the key stages of event organisation, including planning, communication, risk management, and evaluation. They will contribute to event organisation by carrying out pre-event, set-up, and post-event actions to support successful delivery.
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.
Deliver customer service to challenging customers Real unit · City & Guilds Limited
You'll examine strategies for delivering customer service to challenging customers, including recognising triggers and managing emotions. They will develop techniques to remain calm and professional while resolving difficult situations.
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
This unit focuses on delivering customer service whilst working on customers’ premises. You'll understand professional behaviour, potential challenges, and will develop the ability to provide effective and professional service that meets customer expectations.
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 a social media strategy for customer service Real unit · City & Guilds Limited
This unit focuses on developing a social media strategy for customer service, including defining target audiences, setting objectives, and selecting platforms. You'll understand how to promote social media benefits to enhance customer service delivery.
What you'll be able to do
- Understand the development of a customer service social media strategy
- Develop a customer service social media strategy
- Promote the benefits of social media networking to customer service
Develop customer relationships Real unit · City & Guilds Limited
You'll explore the importance of developing positive customer relationships and the impact on business success. They will develop skills to communicate professionally and provide excellent service to build and maintain 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 resources to support consistency of customer service delivery Real unit · City & Guilds Limited
This unit focuses on creating and maintaining knowledge resources to support consistent customer service delivery. You'll develop and update resource materials to ensure accessible and accurate information for service teams.
What you'll be able to do
- Understand how knowledge resources are used to support customer service delivery
- Create and maintain a customer service knowledge base
- Develop customer service resource materials
Employee rights and responsibilities Real unit · City & Guilds Limited
You'll gain an understanding of the roles of organisations and industries within the economy, alongside employers' expectations and employees' rights and obligations. They will explore workplace conduct and performance standards.
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
You'll study how to exceed customer expectations by providing exceptional service that enhances satisfaction and loyalty. They will identify factors contributing to positive experiences and apply techniques to deliver service beyond standard requirements.
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
You'll learn to gather, analyse, and interpret customer feedback to improve customer service. They will plan feedback collection, use various methods to gather data, and recommend improvements based on their 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.
Lead direct sales activities in a contact centre team Real unit · City & Guilds Limited
You'll develop the skills and knowledge to lead direct sales activities within a contact centre team. They will carry out sales activities, analyse sales data to identify trends, lead a sales team, and comply with relevant legislation and organisational policies.
What you'll be able to do
- Carry out direct sales activities effectively in a contact centre environment.
- Analyse contact centre sales data to identify trends and opportunities.
- Lead a team involved in direct sales activities in a contact centre, providing guidance and support.
- Understand the different types of sales activities undertaken in a contact centre team and their purpose.
Manage a customer service award programme Real unit · City & Guilds Limited
This unit provides learners with the knowledge and skills to manage a customer service award programme. You'll understand its purpose and benefits, plan the programme by setting objectives and criteria, and manage its implementation and evaluation.
What you'll be able to do
- Understand the management of a customer service award programme, including its purpose, benefits, and implementation.
- Plan a customer service award programme, including setting objectives, defining criteria, and selecting participants.
- Manage a customer service award programme, including promoting participation, evaluating performance, and awarding recognition.
Manage diary systems Real unit · City & Guilds Limited
This unit provides knowledge of managing diary systems, including manual and electronic types, to organise appointments and meetings. You'll learn to maintain accurate and up-to-date scheduling 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 incidents referred to a contact centre Real unit · City & Guilds Limited
This unit equips learners with skills to manage incidents reported to a contact centre, ensuring timely resolution and customer satisfaction. They will also learn to support colleagues by sharing best practices in incident management.
What you'll be able to do
- Manage incidents effectively through a contact centre, ensuring timely resolution and customer satisfaction.
- Provide support to colleagues on incident management in a contact centre, offering guidance, training, and resources.
- Understand how to manage incidents reported to a contact centre, including incident logging, prioritisation, and escalation procedures.
Manage individuals’ performance Real unit · City & Guilds Limited
You'll gain knowledge and skills to manage individuals’ performance in the workplace. They will understand causes of underperformance, apply support strategies, follow disciplinary procedures, and set clear expectations while providing regular feedback.
What you'll be able to do
- Understand the management of underperformance in the workplace, including identifying causes, implementing support strategies, and following disciplinary procedures
- Manage individuals' performance in the workplace by setting clear expectations, providing regular feedback, and addressing performance issues promptly and fairly
Manage personal and professional development Real unit · City & Guilds Limited
It teaches you to manage their personal and professional development. They will identify development needs, engage in learning activities, fulfil a development plan, and maintain its relevance in line with organisational objectives and personal career goals.
What you'll be able to do
- Accurately identify personal and professional development requirements, aligned with organisational objectives and individual career aspirations.
- Fulfil a personal and professional development plan, actively engaging in learning activities and reflecting on progress.
- Maintain the relevance of a personal and professional development plan, adapting it to changing circumstances and emerging opportunities.
Manage team performance Real unit · City & Guilds Limited
You'll explore the principles and factors involved in managing team performance. They will develop skills to allocate work, assure quality, and manage communication within a team to support effective collabouration and goal achievement.
What you'll be able to do
- Understand the key principles of managing team performance effectively
- Understand the factors that contribute to successful team performance
- Allocate work to team members based on their skills and abilities
- Assure the quality of work produced by the team
- Manage communication channels within a team
- Promote effective communication amongst team members
Manage the use of technology to improve customer service Real unit · City & Guilds Limited
This unit examines how technology can be managed to improve customer service, covering various technological tools and their implementation. You'll identify opportunities for improvement and apply changes to enhance service delivery.
What you'll be able to do
- Understand how to manage the use of technology to improve customer service
- Identify opportunities for customer service improvement through the use of technology
- Implement changes in technology to improve customer service
Monitor the quality of customer service interactions Real unit · City & Guilds Limited
You'll study methods for monitoring the quality of customer service interactions, including preparation and evaluation techniques. They will understand the benefits of monitoring for both the organisation and customers to improve service standards.
What you'll be able to do
- Understand how to monitor the quality of customer service interactions
- Prepare to monitor the quality of customer service interactions
- Monitor the quality of customer service interactions
Negotiate in a business environment Real unit · City & Guilds Limited
It teaches you to understand negotiation principles and develop skills to prepare for and conduct business negotiations. You'll learn effective communication, ethical behaviour, and strategies 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
Negotiating, handling objections and closing sales Real unit · City & Guilds Limited
This unit provides knowledge and skills to handle customer objections, negotiate effectively, and close sales. You'll prepare for negotiations, respond to objections, and apply techniques to reach mutually beneficial agreements.
What you'll be able to do
- Understand how to handle objections and negotiate with customers, recognising different objection types and negotiation strategies.
- Prepare for objections and negotiation with customers by gathering relevant information and developing appropriate responses.
- Handle objections effectively by addressing customer concerns, providing clear explanations, and offering suitable solutions.
- Negotiate with customers to reach mutually beneficial agreements, considering their needs and preferences.
- Close the sale following negotiation by confirming the agreement, processing the transaction, and providing after-sales support information.
Obtaining and analysing sales-related information Real unit · City & Guilds Limited
You'll learn to obtain and analyse sales-related information for market analysis, customer profiling, and competitor intelligence. They will understand the uses of sales data and apply various tools and methods to support informed decision-making.
What you'll be able to do
- Understand the various uses of sales-related information, including market analysis, customer profiling, and competitor intelligence.
- Understand how to use different tools and methods to analyse sales-related information, such as sales reports, customer databases, and market research data.
- Obtain sales-related information about customers, markets, and competitors, using appropriate research techniques and data sources.
- Use tools and methods to analyse sales-related information, identifying trends, patterns, and insights to inform sales strategies and decision-making.
Organise and deliver customer service Real unit · City & Guilds Limited
It teaches you to understand how customer service delivery is organised within different organisations. You'll plan and deliver customer service that meets customer needs while adhering to organisational procedures and effective communication practices.
What you'll be able to do
- Understand how to organise customer service delivery within an organisation.
- Plan the delivery of customer service to meet customer needs.
- Deliver customer service in line with organisational procedures and customer expectations.
Principles of business Real unit · City & Guilds Limited
This unit provides an understanding of business market structures, innovation, financial management, budgeting, and sales and marketing principles. You'll analyse market dynamics and develop knowledge to support business growth and financial planning.
What you'll be able to do
- Understand the characteristics and dynamics of different business markets
- Understand the importance of business innovation and growth strategies
- Understand the principles of financial management within a business context
- Understand the processes involved in business budgeting and financial planning
- Understand the key concepts and techniques of sales and marketing
Processing sales orders Real unit · City & Guilds Limited
This unit provides learners with the knowledge and skills to process sales orders accurately and efficiently. You'll understand the steps involved, follow organisational procedures, and carry out follow-up actions to 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 customers Real unit · City & Guilds Limited
You'll explore various methods for promoting additional products and services to customers. The unit emphasises understanding customer needs to effectively recommend products that 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
Promote equality, diversity and inclusion in the workplace Real unit · City & Guilds Limited
This unit covers organisational policies and legal frameworks related to equality, diversity, and inclusion in the workplace. You'll recognise their personal responsibilities and demonstrate actions to support an inclusive working environment.
What you'll be able to do
- Understand the organisational policies and procedures related to equality, diversity and inclusion in the workplace.
- Understand the personal responsibilities and behaviours that promote equality, diversity and inclusion in the workplace.
- Support equality, diversity and inclusion in the workplace through practical actions.
Provide post-transaction customer service Real unit · City & Guilds Limited
You'll understand the principles and importance of post-transaction customer service. They will develop the ability to respond promptly and professionally to enquiries and complaints, ensuring customer satisfaction beyond the point of sale.
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
This unit covers the principles and practices of providing reception services, including effective communication, customer service, and administrative tasks. You'll learn to deliver a professional and courteous reception service that meets the needs of visitors and staff.
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 customers’ complaints Real unit · City & Guilds Limited
This unit provides learners with an understanding of customer complaint handling processes. You'll learn to respond empathetically and professionally, following organisational policies to resolve complaints satisfactorily.
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
Resolve customers’ problems Real unit · City & Guilds Limited
This unit covers the processes involved in monitoring and resolving customer problems. You'll learn to identify appropriate solutions, communicate effectively, and adhere to organisational procedures when addressing customer issues.
What you'll be able to do
- Understand the processes involved in monitoring customers’ problems and identifying appropriate resolutions.
- Effectively deal with customers’ problems in a professional and timely manner.
Support customer service improvements Real unit · City & Guilds Limited
You'll understand how to support improvements in customer service by identifying areas for enhancement and assisting with the implementation of changes. The unit highlights the importance of customer feedback and employee roles in service development.
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
This unit covers the principles and practices of supporting customers through real-time online customer service channels. You'll learn to identify customer support needs and provide prompt, effective assistance via live chat and instant messaging platforms.
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
You'll understand different types of self-service equipment and how to support customers in their use. They will develop skills to identify customer needs and assist with common issues to ensure effective use of self-service technology.
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 and customer retention Real unit · City & Guilds Limited
You'll study the principles and purpose of Customer Relationship Management (CRM) systems, the significance of customer retention, and methods for measuring customer satisfaction. They will understand how these elements contribute to business success and service improvement.
What you'll be able to do
- Understand the principles and purpose of Customer Relationship Management (CRM) systems
- Understand the importance of customer retention and the strategies used to achieve it
- Understand the methods used to measure customer satisfaction and how this information can be used to improve customer service
Understand the customer service environment Real unit · City & Guilds Limited
You'll develop a comprehensive understanding of the customer service environment, including key concepts, service standards, the relationship between customer service and brand reputation, and relevant legislation affecting service delivery.
What you'll be able to do
- Understand the concepts and practices underpinning customer service delivery, including customer expectations and service standards.
- Understand the relationship between customer service and a brand, including how customer service impacts brand reputation and customer loyalty.
- Understand the structure of customer service within an organisation, including roles, responsibilities, and reporting lines.
- Understand the implications of legislation on customer service delivery, including data protection and consumer rights.
Use service partnerships to deliver customer service Real unit · City & Guilds Limited
This unit provides an understanding of service partnerships in customer service delivery. You'll examine the purpose, benefits, and relationship-building methods within partnerships and develop skills to deliver customer service effectively in this context.
What you'll be able to do
- Understand the purpose and benefits of using a service partnership in customer service delivery
- Understand ways of building and maintaining effective relationships within a customer service partnership
- Deliver customer service effectively within a customer service partnership, adhering to agreed standards and procedures
Use social media to deliver customer service Real unit · City & Guilds Limited
You'll explore the use of social media in a business context for customer service, including the benefits, risks, and legal considerations. They will develop the ability to manage customer enquiries and issues via social media 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.
By email
Free, by email
Is this the right qualification for you?
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Juliette Denny, Zavmo's founder, writes about learning and work on LinkedIn. Follow Juliette's Learning Tribe
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03The standards
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
04Where it leads
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
- 1 record
- 3 records
Showing 6 roles, drawn from 52 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 journeyStill deciding?
One 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.
05The credits
The credits, and who awards them
Level 3 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 skillsBuild and maintain effective customer relationsBuyer behaviour in sales situationsChampion customer serviceCollaborate with other departmentsCommunicate verbally with customersCommunicate with customers in writing
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 The Coach You have to open the conversation in “Gather, analyse and interpret customer feedback”. Say the first line to me, exactly as you would say it to them.
You I wanted to have a quick chat about how things have been going recently.
The Coach That is the warning shot, and they will spend it worrying. Try the version that says what this is about in the first sentence.
- 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
“Buyer behaviour in sales situations” gets practised as a pitch. You make the case out loud, Zavmo asks the question the room would ask, and you make it again.
- Bring your own plan Create
For “Manage a customer service award programme” you bring the plan you are actually working on, not a case study. Zavmo pulls on the assumptions in it until the weak one shows.
- 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
Which job do you mean?
Learners will develop skills to use bespoke software for accurate data input, combination, organisation, and retrieval. The unit also covers exploiting software functions to process and present information in line with organisational procedures.
How the thinking builds
- 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 3 Diploma in Customer Service
45 units in this credential, in the order it lists them, awarded by City & Guilds Limited.
- Bespoke Software
- Buddy a colleague to develop their skills
- Build and maintain effective customer relations
- Buyer behaviour in sales situations
- Champion customer service
- Collaborate with other departments
and 39 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.