City & Guilds
Entry Level
QN: 501/1840/7
Curriculum Active
City & Guilds Entry Level Award for Introduction to Customer Service (Entry 3)
Official qualification regulated by Ofqual, awarded by City & Guilds. Classified as a Vocationally-Related Qualification. Total guided learning hours: 381 hours.
Qualification Level
Entry Level
Awarding Body
City & Guilds
Syllabus Units
20 Units
Guided Hours
381 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Answer telephone calls from customers
Verified
Key Learning Objectives:
- Be able to greet customers calling on the telephone
- Be able to deal with incoming customer telephone calls
- Be able to respond to requests from customers
2
Apply legislation, regulation and organisational procedures for customer service
Verified
Key Learning Objectives:
- Be able to follow customer service procedures for a particular job
- Be able to 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
3
Communicate customers’ problems with others
Verified
Key Learning Objectives:
- Know how to collect information about a problem from a customer
- Be able to log information about a customer problem
- Know how to select information about a customer problem to pass to a colleague
- Know how to communicate with a customer and a colleague about the problem
4
Communicate effectively with customers
Verified
Key Learning Objectives:
- Know the importance of speaking clearly to customers
- Know the importance of listening actively to customers
- Know the importance of using information from customers to contribute to good customer service
5
Contribute to effective customer service
Verified
Key Learning Objectives:
- Know customer service terms and language
- Know what contributes to good customer service in an organisation
- Be able to work effectively with colleagues in a customer service team
6
Create a good impression to customers
Verified
Key Learning Objectives:
- Be able to dress appropriately for a customer service job
- Be able to demonstrate an appropriate appearance for a customer service job
- Be able to relate effectively to customers
7
Deal with queries and requests
Verified
Key Learning Objectives:
- Know the services and products of a section or department
- Know the customer’s interests about the services and products of a section or department
- Be able to clarify customer queries or requests
- Be able to deal with queries or requests from customers
8
Effective relationships with customers and colleagues
Verified
Key Learning Objectives:
- Know how to relate effectively to customers
- Know how to relate effectively to colleagues in a customer service team
- Know the importance of positive body language when dealing with customers and colleagues
9
Handling telephone calls from customers
Verified
Key Learning Objectives:
- Know how to greet customers calling on the telephone
- Know how to deal with customers calling on the telephone
- Know how to deal with communication problems whilst on the telephone
10
Introduction to customer service
Verified
Key Learning Objectives:
- Know basic customer service terms
- Know the customer service process and its importance
- Be able to learn from own experience of customer service
11
Legislation, regulation and procedures to follow in customer service
Verified
Key Learning Objectives:
- Know organisational procedures for customer service
- Know how to protect the security of property and information when delivering customer service
- Know the health and safety rules that relate to a customer service job
- Know the relevant external rules in a customer service job
12
Positive communication with customers
Verified
Key Learning Objectives:
- Be able to hold conversations with customers
- Be able to respond to requests from customers
- Be able to use body language when dealing with customers
13
Record and communicate customer problems
Verified
Key Learning Objectives:
- Be able to collect detailed information from a customer with a problem
- Be able to record detailed information about a customer problem
- Be able to communicate a customer problem to a colleague and a customer
14
The customer service experience
Verified
Key Learning Objectives:
- Know about the customer service experience
- Know how customer satisfaction is achieved
- Be able to demonstrate a positive attitude when dealing with customers
15
The customer service job role
Verified
Key Learning Objectives:
- Know what the delivery of good customer service involves
- Know the requirements of an entry level customer service job
- Know the outline of a job involving customer service that may be accessible after gaining experience at entry level
16
The importance of appearance and behaviour in customer service
Verified
Key Learning Objectives:
- Know the dress requirements in customer service jobs
- Know how general appearance affects the way customers react
- Know how to interact with customers
17
Understand how to deal with queries and requests
Verified
Key Learning Objectives:
- Know the services or products of a section or department within an organisation
- Know the types of question that customers will ask
- Know how to recognise when a customer has a query or request
- Know how to clarify details of queries or requests from customers
18
Work in a customer-friendly way
Verified
Key Learning Objectives:
- Be able to demonstrate a polite and willing approach to customers
- Be able to interact with customers in different situations
- Be able to demonstrate consideration for customer
19
Working in a customer focused way
Verified
Key Learning Objectives:
- Know how to show a polite and willing approach to customers
- Know how to show consideration to customers
20
Working in customer service
Verified
Key Learning Objectives:
- Know the customer service principles that affect a customer related job
- Know what is required of a particular job holder to meet customer expectations
- Know the outline of entry level customer service jobs
- Know the outline of customer service jobs that may be accessible after experience in first step jobs
Regulatory & Verification Details
- Qualification Number (QN)
- 501/1840/7
- Regulated Status
- Available to learners
- Awarding Body
- City & Guilds
- Qualification Type
- Vocationally-Related Qualification
- Operational Start
- Sept 2010