Customer Service

Customer Service


 Certificate in Customer Service EL3 City and Guilds

This course is centre based learning.

Each day is 09:30 to 16:00

Please see course timetable for availibility

Entry level 3

You are looking to work in the customer service industry but currently have no knowledge and experience. At Entry level 3 you will develop your customer service knowledge.

What does this qualification cover?  
This qualification covers the basic elements of how to deliver an excellence customer experience and allows learners to study a broader range of customer service concepts than the Entry level Award. Learners will develop their awareness of customer service concepts at Entry level 3.

Who could take this qualification?

Entry Level 3 will suit you if you are looking to gain a formal qualification that will lead to further learning but currently have limited knowledge and experience. At this level you will develop your customer service knowledge. The Entry level Certificate in Customer Service includes a broader range units than the Entry level Award, whilst still allowing the learner to study customer service within a broad programme of study that could include employability skills, personal development, English and/or maths. It is thus suitable for learners returning to learning after a period of time and those currently unemployed. 


This course has 6 units which cover: 

  • Importance of appearance; How to present yourself professionally in customer service
  • Legislation and health and safety; Understanding the law surrounding customer service
  • How to answer questions and queries; Understand the need to listen to customers
  • The customer service job role; Understanding a particular job role requirement 
  • Communication; Understanding how to be effective when talking to customers
  • Introduction to Customer Service; An overview of customer service 

All learners will cover the mandatory core units and then a choice of optional units. 100% of the vocational learning in this qualification relates to the customer service sector.

You will be required to complete a candidate portfolio as your assessment.

Eligibility - all customers meeting core eligibility criteria can be fully funded. To meet eligibility a customer must:  Be aged 19 years old or over (on 31st August 2017)  Be a UK citizen, or an EU resident for three years or more  Be claiming an active benefit.