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 GQA Qualifications 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 GQA Qualifications Limited awards. A qualified assessor at the centre judges your evidence, and the certificate comes from GQA Qualifications Limited.
The GQA Level 3 Diploma in Customer Service is an occupational qualification. It allows learners to develop skills in areas such as organising customer service delivery, using social media, and handling challenging customers. It also covers processing sales orders and promoting equality and diversity.
These are the units GQA Qualifications 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 GQA Qualifications Limited. It does the teaching and the mapping. GQA Qualifications Limited sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
What each unit actually teaches you to do
Communicate verbally with customers Real unit · GQA Qualifications Limited
What you'll be able to do
- Understand the key principles of effective verbal communication with customers
- Use appropriate customer service language and techniques when communicating verbally with customers
Communicate with Customers in Writing Real unit · GQA Qualifications Limited
What you'll be able to do
- Understand the key principles of effective written communication with customers.
- Understand the different types of written communication used with customers.
- Plan written communications to customers, considering the purpose, audience, and message.
- Communicate with customers in writing, using clear, concise, and professional language.
Contribute to the organisation of an event Real unit · GQA Qualifications Limited
What you'll be able to do
- Understand the key stages and considerations involved in event organisation
- Carry out necessary pre-event actions to ensure a successful event
- Set up an event space effectively and efficiently
- Carry out appropriate post-event actions, including evaluation and reporting
Deliver customer service to challenging customers Real unit · GQA Qualifications Limited
What you'll be able to do
- Understand the characteristics and behaviours of challenging customers
- Understand the importance of maintaining a professional and calm demeanour when dealing with challenging customers
- Deal with challenging customers in a professional and effective manner
- Apply techniques for de-escalating conflict situations with challenging customers
- Identify when to seek assistance from a supervisor or colleague when dealing with challenging customers
Deliver customer service whilst working on customers' premises Real unit · GQA Qualifications Limited
What you'll be able to do
- Understand the procedures for delivering customer service whilst working on customers’ premises
- Understand how to communicate effectively with customers whilst working on their premises
- Deliver customer service in a professional manner whilst working on customers’ premises
- Resolve customer issues effectively whilst working on customers’ premises
Develop customer relationships Real unit · GQA Qualifications Limited
What you'll be able to do
- Understand the principles and methods involved in developing effective customer relationships
- Develop and maintain positive customer relationships in a professional context
Exceed customer expectations Real unit · GQA Qualifications Limited
What you'll be able to do
- Understand how to exceed customer expectations in a professional environment
- Exceed customer expectations when delivering services to customers
Manage diary systems Real unit · GQA Qualifications Limited
What you'll be able to do
- Understand the purpose and benefits of managing diary systems effectively
- Understand the different types of diary systems and their features
- Understand the importance of data security and confidentiality when managing diary systems
- Schedule appointments and meetings using a diary system
- Manage and update diary entries accurately and efficiently
Manage individuals' performance Real unit · GQA Qualifications Limited
What you'll be able to do
- Understand the processes and procedures involved in managing under-performance of individuals in the workplace.
- Understand the importance of addressing under-performance promptly and fairly.
- Manage individuals' performance in the workplace, including setting objectives, providing feedback, and addressing under-performance.
Manage personal and professional development Real unit · GQA Qualifications Limited
What you'll be able to do
- Identify personal and professional development requirements based on self-assessment and feedback
- Fulfil a personal and professional development plan through appropriate learning activities and experiences
- Maintain the relevance of a personal and professional development plan by regularly reviewing and updating it in response to changing needs and priorities
Negotiate in a business environment Real unit · GQA Qualifications Limited
What you'll be able to do
- Understand the fundamental principles that underpin successful negotiation in a business context.
- Prepare thoroughly for business negotiations, including defining objectives and strategies.
- Carry out business negotiations effectively, using appropriate techniques and communication skills.
Organise and deliver customer service Real unit · GQA Qualifications Limited
What you'll be able to do
- Understand the key principles of organising customer service delivery within an organisation
- Understand the resources required to effectively organise customer service delivery
- Plan the delivery of customer service in line with organisational policies and procedures
- Deliver customer service that meets customer needs and expectations
- Monitor and evaluate the effectiveness of customer service delivery
Principles of business Real unit · GQA Qualifications Limited
What you'll be able to do
- Understand the characteristics of different business markets
- Understand the factors that influence business innovation
- Understand the processes involved in business growth
- Understand the principles of financial management within a business context
- Understand the processes involved in business budgeting
- Understand the principles of sales and marketing within a business context
Processing sales orders Real unit · GQA Qualifications Limited
What you'll be able to do
- Understand the processes and procedures involved in processing sales orders accurately and efficiently
- Understand the importance of data protection and confidentiality when handling customer information
- Process sales orders in accordance with organisational guidelines
- Accurately record and track sales order information
- Follow up sales order processing to ensure customer satisfaction
- Resolve any issues or discrepancies that may arise during sales order processing
Promote additional products and/or services to customers Real unit · GQA Qualifications Limited
What you'll be able to do
- Understand the principles and techniques involved in promoting additional products and/or services to customers
- Promote additional products and/or services to customers effectively and ethically
Promote equality, diversity and inclusion in the workplace Real unit · GQA Qualifications Limited
What you'll be able to do
- Understand the legal and ethical requirements relating to equality, diversity and inclusion in the workplace
- Understand organisational policies and procedures relating to equality, diversity and inclusion
- Understand the importance of promoting a culture of equality, diversity and inclusion within the workplace
- Understand the personal impact of discrimination and prejudice on individuals
- Understand the importance of respecting individual differences and valuing diversity
- Support equality, diversity and inclusion in the workplace by challenging discriminatory behaviour
- Promote inclusive practices in all aspects of work
Provide reception services Real unit · GQA Qualifications Limited
What you'll be able to do
- Understand the scope and purpose of reception services within an organisation
- Provide a professional and efficient reception service to visitors and staff
Resolve customers' problems Real unit · GQA Qualifications Limited
What you'll be able to do
- Understand the importance of monitoring customers’ problems to identify trends and areas for improvement.
- Understand the processes involved in resolving customers’ problems effectively and efficiently.
- Deal with customers’ problems in a professional and timely manner, ensuring customer satisfaction.
Support customer service improvements Real unit · GQA Qualifications Limited
What you'll be able to do
- Understand the processes involved in supporting customer service improvements within an organisation
- Identify opportunities for improvements to customer service based on customer feedback and organisational needs
- Support the implementation of agreed improvements to customer service in line with organisational procedures
Support customers through real-time online customer service Real unit · GQA Qualifications Limited
What you'll be able to do
- Understand the key principles of providing effective customer service through real-time online channels.
- Understand the requirements for supporting customers effectively through real-time online customer service.
- Establish the specific customer service support needs of individual customers.
- Provide real-time online customer service that meets customer needs and expectations.
Understand customers and customer retention Real unit · GQA Qualifications Limited
What you'll be able to do
- Understand the purpose and benefits of Customer Relationship Management (CRM) systems
- Understand the importance of customer retention strategies for business success
- Understand how to measure customer satisfaction and use feedback to improve service quality
Understand the customer service environment Real unit · GQA Qualifications Limited
What you'll be able to do
- Understand the key concepts and practices that underpin effective customer service delivery
- Understand the relationship between customer service and the overall brand image of an organisation
- Understand the typical structure of customer service departments and teams within organisations
- Understand the implications of relevant legislation and regulations on customer service delivery
Use social media to deliver customer service Real unit · GQA Qualifications Limited
What you'll be able to do
- Understand the role of social media in a business environment, including its benefits and risks
- Understand different social media platforms and their suitability for customer service
- Deal with customer enquiries and complaints using social media channels
- Maintain a professional and consistent brand image when using social media for customer service
- Monitor and respond to customer feedback on social media
Free, by email
Is this the right qualification for you?
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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
Deliver brand promise using social media
- Standard
Deliver customer service to challenging customers
- Standard
Negotiate agreements with partners in a food and drink business
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 18 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 Global Customer Retention Specialist
This work can lead to managing larger, more complex accounts as a senior retention specialist, or moving into a customer success manager role covering the full customer lifecycle.
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 3 credits are regulated, and they are awarded by GQA Qualifications 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
Communicate verbally with customersCommunicate with Customers in WritingContribute to the organisation of an eventDeliver customer service to challenging customersDeliver customer service whilst working on customers' premisesDevelop customer relationshipsExceed customer expectationsManage diary systems
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
“Negotiate in a business environment” 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
“Processing sales orders” gets practised as a pitch. You make the case out loud, Zavmo asks the question the room would ask, and you make it again.
- 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.
- Lead it Apply
“Manage individuals' performance” 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.
What you leave holding
The standards this credential builds, in the shape the product keeps them
Nothing here is marked learned. There is no learner on a public page, so the map shows what the qualification covers rather than what anybody has done.
- Deliver brand promise using social media
- Deliver customer service to challenging customers
- Negotiate agreements with partners in a food and drink business
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 Communicate verbally with customers, one of this qualification's own units.
Applied to your work in any of these jobs
This unit focuses on verbal communication skills in customer service, highlighting active listening, non-verbal cues, and the use of positive, professional language. Learners will develop the ability to adapt their communication style to suit individual customer needs effectively.
- 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 GQA Level 3 Diploma in Customer Service
23 units in this credential, in the order it lists them, awarded by GQA Qualifications Limited.
- Communicate verbally with customers
- Communicate with Customers in Writing
- Contribute to the organisation of an event
- Deliver customer service to challenging customers
- Deliver customer service whilst working on customers' premises
- Develop customer relationships
and 17 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.