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 Highfield Qualifications has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and Highfield Qualifications awards. A qualified assessor at the centre judges your evidence, and the certificate comes from Highfield Qualifications.
The Highfield Level 1 Diploma in Work-Related Studies for the Customer Service Sector (RQF) is a vocationally-related qualification. It allows learners to develop knowledge and skills relevant to customer service roles. Units cover topics such as teamwork, communication, and equality and diversity.
These are the units Highfield Qualifications 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 Highfield Qualifications. It does the teaching and the mapping. Highfield Qualifications sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
What each unit actually teaches you to do
Awareness of Equality and Diversity Real unit · Highfield Qualifications
What you'll be able to do
- Understand definitions and key concepts that are important regarding equality and diversity
- Know the relevant legislation and regulations used in Equality and Diversity
- Understand why Equality and Diversity is key in organisations and the benefits of promoting it
Communication Methods Real unit · Highfield Qualifications
What you'll be able to do
- Understand different methods of communication and their applications
- Understand how different methods of communication support customer service
- Understand different communication models and their principles
- Understand ways to communicate effectively with customers over the internet using various tools
- Understand ways to communicate effectively with customers face-to-face using appropriate techniques
- Understand ways to communicate effectively with customers over the phone using professional etiquette
Complaint Resolution Real unit · Highfield Qualifications
What you'll be able to do
- Understand the differences between handling complaints and resolving complaints effectively
- Understand how to deal with complaints on social media platforms professionally
- Know the signs of complaint intensification to prevent escalation
- Know methods of avoidance to de-escalate potentially intensifying complaints
- Know the skills that can be used to resolve complaints effectively
- Know the attributes that can be used to resolve complaints effectively
- Know the techniques that can be used to resolve complaints effectively
Creating First Impressions Real unit · Highfield Qualifications
What you'll be able to do
- Understand the various factors that can influence a customer's first impressions in a business context
- Create a positive first impression when interacting with customers
Customer Feedback Real unit · Highfield Qualifications
What you'll be able to do
- Know why collecting customer feedback is important for business improvement and customer satisfaction
- Understand how customer feedback can be analysed and used to improve products, services, and customer experience
- Know how customer feedback can influence future planning and strategic decision-making within an organisation
Expectations of working in a customer service role Real unit · Highfield Qualifications
What you'll be able to do
- Explain the importance of punctuality and time keeping in a customer service role.
- Describe the correct way to dress and present themselves professionally in a customer service role.
- Explain the impact and importance of shift patterns on personal life and customer service delivery.
Legislation and Regulation in the Customer Service Environment Real unit · Highfield Qualifications
What you'll be able to do
- Identify the key legislation and regulations that are relevant to a customer service environment.
- Explain how legislation and regulations impact customer service practices and customer rights.
Listening Techniques Real unit · Highfield Qualifications
What you'll be able to do
- Understand active listening techniques, including paying attention, showing empathy, and providing feedback
- Listen to customers effectively, to understand their needs and resolve their issues
Making Conversation and Building Rapport Real unit · Highfield Qualifications
What you'll be able to do
- Understand the importance of building rapport with customers in a professional setting
- Know ways to build rapport with customers through effective communication
- Use suitable questioning techniques when making conversation with customers
Personal Development within Customer Service Real unit · Highfield Qualifications
What you'll be able to do
- Know the various methods and techniques used to gather feedback on own performance in a customer service role
- Know the range of learning activities that can be undertaken to develop own ability and skills in customer service
- Understand the benefits of continuously developing own skills and knowledge to improve performance in customer service
Standardised Approach to Customer Service Real unit · Highfield Qualifications
What you'll be able to do
- Understand the benefits of having set standards in customer service, such as improved customer satisfaction and business reputation
- Understand why expectations have to be set in a customer service environment, to ensure consistent and reliable service delivery
Teamwork in Customer Service Real unit · Highfield Qualifications
What you'll be able to do
- Know why working collaboratively with others in a team is important for achieving common goals in customer service
- Understand how to effectively support the work of a team by contributing ideas, sharing information, and assisting colleagues
Use of online and digital software and systems Real unit · Highfield Qualifications
What you'll be able to do
- Safely use online and digital systems
- Understand the uses of social media platforms for communication and information sharing
- Communicate effectively using email and online chat facilities
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 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 legislation which affects customers' rights
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
- 1 record
- 1 record
- 1 record
- 1 record
Showing 6 roles, drawn from 11 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
Complaints Specialist
This work can lead to a lead complaints analyst role, shaping how complaints are handled, or a complaints manager role, running the wider function.
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 Highfield Qualifications 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
Awareness of Equality and DiversityCommunication MethodsComplaint ResolutionCreating First ImpressionsCustomer FeedbackExpectations of working in a customer service roleLegislation and Regulation in the Customer Service EnvironmentListening Techniques
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
“Complaint Resolution” 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.
- Map a live decision Analyse
“Awareness of Equality and Diversity” 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.
- Lead it Apply
“Teamwork in Customer Service” is practised on the team you actually have. You talk through the call you are about to make, and Zavmo makes you say it the way you would say it to them.
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 Awareness of Equality and Diversity, one of this qualification's own units.
Applied to your work in any of these jobs
This unit provides an understanding of key equality and diversity concepts, including definitions, discrimination, and inclusive behaviours. Learners will study relevant UK legislation and recognise the importance of promoting equality and diversity within organisations.
- 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 Highfield Level 1 Diploma in Work-Related Studies for the Customer Service Sector (RQF)
13 units in this credential, in the order it lists them, awarded by Highfield Qualifications.
- Awareness of Equality and Diversity
- Communication Methods
- Complaint Resolution
- Creating First Impressions
- Customer Feedback
- Expectations of working in a customer service role
and 7 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.