Training Qualifications UK Ltd · RQF Level 1

TQUK Level 1 Award in an Introduction to Customer Service (RQF)

You don’t just earn this. You learn to use it, one-to-one, on your own real work.

LevelRQF Level 1
Total credits7
Guided learning57 hours
Units in this qualification19

Awarded by Training Qualifications UK Ltd · on the Ofqual register

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What you’ll learn

What each unit actually teaches you to do

The TQUK Level 1 Award in an Introduction to Customer Service (RQF) is designed to prepare learners for employment or further training in customer service roles.

These are the units Training Qualifications UK Ltd 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.

Answer telephone calls from customersReal unit · Training Qualifications UK Ltd

You'll learn to answer telephone calls from customers efficiently and professionally. The unit covers polite greeting techniques, managing incoming calls, and responding effectively to customer requests over the telephone.

What you'll be able to do

Greet customers calling on the telephone in a polite and professional manner.
Deal with incoming customer telephone calls effectively and efficiently.
Respond appropriately to requests from customers received via telephone.

Apply legislation, regulation and organisational procedures for customer serviceReal unit · Training Qualifications UK Ltd

This unit covers the legislation and regulations that govern customer service delivery, including security and safety requirements.

What you'll be able to do

Follow customer service procedures for a particular job
Protect the security of property and information when delivering customer service
Know the health and safety requirements of delivering customer service
Know other external rules that impact on customer service delivery

Communicate customers’ problems with othersReal unit · Training Qualifications UK Ltd

You'll learn to communicate customer problems effectively. The unit covers collecting relevant information, accurately logging details, selecting key information, and liaising with colleagues and customers to resolve issues.

What you'll be able to do

Collect relevant information about a problem directly from a customer.
Accurately log information relating to a customer's problem, following organisational procedures.
Select the most relevant information about a customer's problem to effectively pass on to a colleague.
Communicate clearly and professionally with both the customer and a colleague regarding the customer's problem.

Communicate effectively with customersReal unit · Training Qualifications UK Ltd

You'll gain knowledge of effective communication with customers, emphasising clear speaking and active listening. The unit highlights how using customer information contributes to delivering good customer service within an organisation.

What you'll be able to do

Know the importance of speaking clearly to customers in order to provide effective customer service.
Know the importance of listening actively to customers to understand their needs and requirements.
Know the importance of using information obtained from customers to contribute to good customer service within the organisation.

Contribute to effective customer serviceReal unit · Training Qualifications UK Ltd

This unit equips learners with knowledge of customer service terminology and language. You'll identify factors contributing to good customer service and develop skills to work effectively within a customer service team.

What you'll be able to do

Recognise and use common customer service terms and language
Identify the factors that contribute to good customer service within an organisation
Collaborate effectively with colleagues as part of a customer service team

Create a good impression to customersReal unit · Training Qualifications UK Ltd

This unit focuses on creating a positive impression in customer service roles. You'll understand appropriate dress codes, maintain professional appearance, and develop effective communication skills to relate well to customers.

What you'll be able to do

Dress appropriately for a customer service role, adhering to organisational guidelines
Present a professional and appropriate appearance suitable for a customer service job
Communicate and interact effectively with customers, building rapport and providing excellent service

Deal with queries and requestsReal unit · Training Qualifications UK Ltd

You'll develop the ability to handle customer queries and requests within a specific section or department. The unit covers understanding offered services and products, clarifying customer needs, and responding appropriately to enquiries.

What you'll be able to do

Identify the range of services and products offered by a section or department
Understand the customer's perspective and interests regarding the services and products of a section or department
Clarify customer queries or requests to ensure accurate understanding
Respond appropriately to queries or requests from customers

Effective relationships with customers and colleaguesReal unit · Training Qualifications UK Ltd

This unit covers effective communication skills to build positive relationships with customers and colleagues. You'll understand rapport-building techniques and the importance of positive body language in customer service teams.

What you'll be able to do

Understand how to relate effectively to customers by using appropriate communication skills and building rapport
Understand how to relate effectively to colleagues within a customer service team by collaborating and supporting each other
Understand the importance of using positive body language when dealing with customers and colleagues to convey professionalism and approachability

Handling telephone calls from customersReal unit · Training Qualifications UK Ltd

This unit provides learners with skills to handle telephone calls from customers professionally. You'll learn how to greet callers, manage enquiries and requests, and resolve communication problems during telephone interactions.

What you'll be able to do

Understand how to greet customers politely and professionally when answering the telephone
Deal effectively with customers' enquiries and requests over the telephone
Understand how to manage and resolve communication problems that may arise during telephone conversations

Introduction to customer serviceReal unit · Training Qualifications UK Ltd

This unit introduces learners to basic customer service concepts and processes. You'll understand key terminology, the customer service cycle, and how to reflect on personal experiences to improve future customer interactions.

What you'll be able to do

Know basic customer service terms and definitions used in the industry.
Know the customer service process and its importance in achieving customer satisfaction and organisational goals.
Learn from own experience of customer service interactions to improve future performance.

Positive communication with customersReal unit · Training Qualifications UK Ltd

You'll develop positive communication skills for customer interactions. The unit covers initiating conversations, responding to requests, using body language effectively, and employing active listening to enhance customer engagement.

What you'll be able to do

Hold meaningful and appropriate conversations with customers, using effective communication techniques.
Respond effectively and efficiently to requests and enquiries from customers.
Use appropriate body language and non-verbal cues when dealing with customers to enhance communication and build rapport.

Record and communicate customer problemsReal unit · Training Qualifications UK Ltd

This unit equips learners with skills to record and communicate detailed customer problem information. You'll practise effective questioning, empathetic listening, accurate record-keeping, and clear communication with colleagues and customers.

What you'll be able to do

Collect detailed and accurate information from a customer who is experiencing a problem.
Record detailed information about a customer's problem accurately and completely, following organisational procedures.
Communicate the details of a customer's problem effectively to both a colleague and the customer themselves, ensuring clarity and understanding.

The customer service experienceReal unit · Training Qualifications UK Ltd

You'll explore the key elements of a positive customer service experience. The unit covers achieving customer satisfaction through effective communication, problem-solving, meeting needs, and maintaining a positive attitude when dealing with customers.

What you'll be able to do

Understand the key elements of a positive customer service experience from the customer's perspective
Understand how customer satisfaction is achieved through effective communication, problem-solving, and meeting customer needs
Demonstrate a positive and helpful attitude when dealing with customers in face-to-face, telephone, or written interactions

The customer service job roleReal unit · Training Qualifications UK Ltd

You'll explore the customer service job role, focusing on delivering good service and meeting customer expectations. The unit covers skills, knowledge, and behaviours required for entry-level positions and potential career progression.

What you'll be able to do

Know what the delivery of good customer service involves, including meeting customer needs and expectations.
Know the requirements of an entry level customer service job, including skills, knowledge and behaviours.
Know the outline of a job involving customer service that may be accessible after gaining experience at entry level, including potential career progression opportunities.

The importance of appearance and behaviour in customer serviceReal unit · Training Qualifications UK Ltd

This unit provides learners with an understanding of the importance of appearance and behaviour in customer service. You'll examine dress code requirements and how appearance influences customer perceptions and interactions.

What you'll be able to do

Know the specific dress code and appearance requirements for various customer service roles within an organisation.
Know how general appearance and personal presentation can affect the way customers react to and perceive a service provider.
Interact effectively and appropriately with customers in a customer service environment.

Understand how to deal with queries and requestsReal unit · Training Qualifications UK Ltd

You'll understand how to deal with customer queries and requests by identifying services and products offered. The unit covers recognising common questions, detecting customer queries, and clarifying details to provide accurate responses.

What you'll be able to do

Identify the services or products offered by a section or department within an organisation
Recognise the types of questions that customers are likely to ask
Identify when a customer has a query or request
Clarify the details of queries or requests from customers to ensure accurate understanding

Work in a customer-friendly wayReal unit · Training Qualifications UK Ltd

It teaches you to work in a customer-friendly manner by demonstrating politeness, willingness, and consideration. You'll adapt communication styles to different situations and show empathy towards customer needs.

What you'll be able to do

Demonstrate a polite and willing approach when interacting with customers.
Interact effectively with customers in a variety of different situations.
Demonstrate consideration and empathy for the customer's needs and perspective.

Working in a customer focused wayReal unit · Training Qualifications UK Ltd

This unit focuses on working in a customer-focused way by demonstrating politeness, willingness, and consideration. You'll understand the importance of these behaviours and how to apply them in various customer service situations.

What you'll be able to do

Understand how to demonstrate a polite and willing approach when interacting with customers
Understand how to show consideration and empathy towards customers in various situations

Working in customer serviceReal unit · Training Qualifications UK Ltd

This unit introduces learners to fundamental customer service principles and job requirements. You'll explore responsibilities in customer-related roles and understand entry-level and progression opportunities within the customer service sector.

What you'll be able to do

Know the fundamental customer service principles that affect a customer related job role.
Know what is required of a particular job holder to meet customer expectations in a customer service environment.
Know the outline of entry level customer service jobs and their typical responsibilities.
Know the outline of customer service jobs that may be accessible after gaining experience in first step jobs.

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 1 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.

Answer telephone calls from customersApply legislation, regulation and organisational procedures for customer serviceCommunicate customers’ problems with othersCommunicate effectively with customersContribute to effective customer serviceCreate a good impression to customersDeal with queries and requestsEffective relationships with customers and colleagues

Each 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 tutors

Where 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

Associate Service Trainer

Your journey starts here. We're looking for someone with a spark, a desire to help others, and a willingness to learn. If you're ready to roll up your sleeves and build a career in training, we'd love to hear from you. This isn't just a job; it's a chance to shape how our agents serve our customers, and that's pretty powerful.

See the whole journey →

Opens the roleAssociate Service TrainerOne of the jobs this qualification is a route intoSee the role →Opens the roleAssociate Customer Service TrainerOne of the jobs this qualification is a route intoSee the role →Opens the roleAssociate Customer Operations SpecialistOne of the jobs this qualification is a route into · 1 near-identical record folded inSee the role →Opens the roleAssociate Regional Customer Success CoordinatorOne of the jobs this qualification is a route intoSee the role →Opens the roleAssociate Service Delivery SpecialistOne of the jobs this qualification is a route intoSee the role →Opens the roleCX Design AssociateOne 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 10 job records mapped to this qualification.

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.

Answer telephone calls from customersLevel 1

Applied to your work in any of these jobs

Which job do you mean?

Associate Service Trainer Associate Customer Service Trainer Associate Customer Operations Specialist Associate Regional Customer Success Coordinator Associate Service Delivery Specialist CX Design Associate

Learners will develop skills to answer telephone calls from customers efficiently and professionally. The unit covers polite greeting techniques, managing incoming calls, and responding effectively to customer requests over the telephone.

How the thinking builds

Remember
Understand
Apply
Analyse
Evaluate
Create

An illustration of a Zavmo lesson, built from this role’s own route. The unit, its objective and every criterion above are the awarding body’s own words, not an example.

Your PlanIllustration

Built for TQUK Level 1 Award in an Introduction to Customer Service (RQF)

19 units in this credential, in the order it lists them, awarded by Training Qualifications UK Ltd.

Answer telephone calls from customers
Apply legislation, regulation and organisational procedures for customer service
Communicate customers’ problems with others
Communicate effectively with customers
Contribute to effective customer service
Create a good impression to customers

and 13 more in the full unit list below.

These are the real units of this credential, in its own order. Nothing here is marked done, because this plan has not been started by anyone yet. Yours would fill in as you go.

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, free

No 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.