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 Focus Awards 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 Focus Awards Limited awards. A qualified assessor at the centre judges your evidence, and the certificate comes from Focus Awards Limited.
Aimed at learners new to customer service roles, this Entry Level certificate introduces the fundamentals of customer interaction. It covers positive communication, handling telephone calls, and understanding the importance of appearance and behaviour in customer service settings. The qualification is suitable for those seeking an introduction to administration and customer-facing roles.
These are the units Focus Awards 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 Focus Awards Limited. It does the teaching and the mapping. Focus Awards Limited 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 · Focus Awards Limited
What you'll be able to do
- Greet customers politely and professionally when answering telephone calls.
- Manage incoming telephone calls efficiently and effectively.
- Respond to customer requests accurately and promptly.
- Provide relevant information and assistance to customers based on their requests.
Apply legislation, regulation and organisational procedures for customer service Real unit · Focus Awards Limited
What you'll be able to do
- Follow customer service procedures relevant to a specific job role
- Apply procedures to protect the security of property and information when delivering customer service
- Identify the health and safety requirements of delivering customer service
- Identify external rules and regulations that impact on customer service delivery
Communicate customers’ problems with others Real unit · Focus Awards Limited
What you'll be able to do
- Describe how to collect and log accurate information about a problem from a customer
- Identify relevant information about a customer problem to pass to a colleague
- Demonstrate how to communicate effectively with both a customer and a colleague about a problem
Communicate effectively with customers Real unit · Focus Awards Limited
What you'll be able to do
- Know the importance of speaking clearly and using appropriate language when communicating with customers
- Know the importance of listening actively to customers to understand their needs and concerns
- Know the importance of using information obtained from customers to contribute to good customer service and improve customer satisfaction
Contribute to effective customer service Real unit · Focus Awards Limited
What you'll be able to do
- Define customer service terms and language and what contributes to good customer service
- Work effectively with colleagues in a customer service team
Create a good impression to customers Real unit · Focus Awards Limited
What you'll be able to do
- Dress appropriately for a customer service job, adhering to organisational guidelines
- Demonstrate an appropriate appearance for a customer service job, maintaining a professional image
- Relate effectively to customers, building rapport and trust
Deal with queries and requests Real unit · Focus Awards Limited
What you'll be able to do
- Identify the services and products of a section or department
- Determine the customer’s interests regarding the services and products of a section or department
- Clarify customer queries or requests effectively
- Deal with queries or requests from customers in a professional manner
Effective relationships with customers and colleagues Real unit · Focus Awards Limited
What you'll be able to do
- Describe how to relate effectively to customers
- Describe how to relate effectively to colleagues in a customer service team
- Explain the importance of positive body language when dealing with customers and colleagues
Handling telephone calls from customers Real unit · Focus Awards Limited
What you'll be able to do
- Understand how to greet customers politely and professionally when answering the telephone.
- Effectively deal with customer enquiries and requests over the telephone.
- Identify and address common communication problems that may arise during telephone conversations.
- Apply techniques for resolving communication issues to ensure clear and effective communication with customers.
Introduction to customer service Real unit · Focus Awards Limited
What you'll be able to do
- Define basic customer service terms
- Describe the customer service process and explain its importance
- Reflect on own experiences of customer service to identify areas for improvement
Legislation, regulation and procedures to follow in customer service Real unit · Focus Awards Limited
What you'll be able to do
- Know organisational procedures relevant to the customer service job role
- Know external rules, legislation and regulations relevant to the customer service job role
Positive communication with customers Real unit · Focus Awards Limited
What you'll be able to do
- Hold conversations with customers in a clear and respectful manner
- Respond to customer requests accurately and efficiently
- Use positive body language when dealing with customers to build rapport
- Demonstrate effective communication skills when interacting with customers
Record and communicate customer problems Real unit · Focus Awards Limited
What you'll be able to do
- Collect detailed information from a customer who is experiencing a problem
- Record detailed information accurately about a customer's problem
- Communicate details of a customer problem clearly and concisely to a colleague
- Communicate details of a customer problem clearly and concisely to the customer
The customer service experience Real unit · Focus Awards Limited
What you'll be able to do
- Describe the key elements that contribute to a positive customer service experience.
- Explain how customer satisfaction is achieved through effective service delivery.
- Demonstrate a positive and helpful attitude when interacting with customers.
- Apply techniques for building rapport and creating a positive impression with customers.
The customer service job role Real unit · Focus Awards Limited
What you'll be able to do
- Recognise what is involved in the delivery of good customer service
- Identify the requirements of an entry level customer service job role
The importance of appearance and behaviour in customer service Real unit · Focus Awards Limited
What you'll be able to do
- Recognise how personal appearance can affect customer reactions and perceptions.
- Understand how appropriate behaviour influences customer interactions.
- Demonstrate effective communication skills when interacting with customers.
Understand how to deal with queries and requests Real unit · Focus Awards Limited
What you'll be able to do
- Identify the range of services or products offered by a specific section or department within an organisation.
- Recognise the types of questions that customers commonly ask regarding services or products.
- Distinguish between a general enquiry and a specific request from a customer.
- Use appropriate questioning techniques to clarify the details of customer queries or requests.
Work in a customer-friendly way Real unit · Focus Awards Limited
What you'll be able to do
- Demonstrate a polite and willing approach to customers in all interactions
- Interact with customers in different situations, demonstrating consideration and empathy
Working in a customer focused way Real unit · Focus Awards Limited
What you'll be able to do
- Demonstrate a polite and willing approach to customers
- Show consideration to customers in all interactions
Working in customer service Real unit · Focus Awards Limited
What you'll be able to do
- Recognise the customer service principles that affect a customer related job
- Identify what is required of a particular job holder to meet customer expectations
- Describe the outline of entry level customer service jobs
- Identify progression customer service jobs and roles
Free, by email
Is this the right qualification for you?
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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 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 28 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 Customer Service Coordinator
This role can lead into senior customer service work, team leadership, or technical product support.
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
Entry Level credits are regulated, and they are awarded by Focus Awards 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
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
This unit equips learners with skills to answer telephone calls professionally and efficiently. Learners will practise courteous greetings, timely call handling, transferring calls appropriately, and responding accurately to customer requests.
- 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 Focus Awards Entry Level Certificate for Introduction to Customer Service (Entry 3) (RQF)
20 units in this credential, in the order it lists them, awarded by Focus Awards Limited.
- 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 14 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.