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 Training Qualifications UK Ltd has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and Training Qualifications UK Ltd awards. A qualified assessor at the centre judges your evidence, and the certificate comes from Training Qualifications UK Ltd.
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. Zavmo teaches towards them on your own work.
Zavmo is not an awarding body, is not an approved centre, and is not affiliated with Training Qualifications UK Ltd. It does the teaching and the mapping. Training Qualifications UK Ltd sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
What each unit actually teaches you to do
Answer telephone calls from customers Real unit · Training Qualifications UK Ltd
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 service Real unit · Training Qualifications UK Ltd
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 others Real unit · Training Qualifications UK Ltd
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 customers Real unit · Training Qualifications UK Ltd
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 service Real unit · Training Qualifications UK Ltd
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 customers Real unit · Training Qualifications UK Ltd
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 requests Real unit · Training Qualifications UK Ltd
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 colleagues Real unit · Training Qualifications UK Ltd
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 customers Real unit · Training Qualifications UK Ltd
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 service Real unit · Training Qualifications UK Ltd
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 customers Real unit · Training Qualifications UK Ltd
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 problems Real unit · Training Qualifications UK Ltd
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 experience Real unit · Training Qualifications UK Ltd
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 role Real unit · Training Qualifications UK Ltd
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 service Real unit · Training Qualifications UK Ltd
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 requests Real unit · Training Qualifications UK Ltd
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 way Real unit · Training Qualifications UK Ltd
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 way Real unit · Training Qualifications UK Ltd
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 service Real unit · Training Qualifications UK Ltd
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.
Free, by email
Is this the right qualification for you?
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.
Juliette Denny, Zavmo's founder, writes about learning and work on LinkedIn. Follow Juliette's Learning Tribe
Study the units online with a personal AI tutor, for £70 a month. Your first Future Fluency module is free.
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.
- 1 record
- 1 record
- 2 records
- 1 record
- 1 record
- 1 record
Showing 6 roles, drawn from 10 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
Associate Service Trainer
This work can lead to a senior customer service trainer role, designing curriculum and mentoring junior trainers, or on to lead trainer and instructional design work.
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 1 credits are regulated, and they are awarded by Training Qualifications UK Ltd 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
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 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 Practical Builder · your make-it-real tutor Illustration - Draft the real one Create
You do “Apply legislation, regulation and organisational procedures for customer service” 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.
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 Answer telephone calls from customers, one of this qualification's own units.
Applied to your work in any of these jobs
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.
- 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 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.
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.