Customer Service student answering the telephone on a reception desk

City & Guilds Entry Level 3 Certificate in Introduction to Customer Service

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Course content

This Entry Level 3 Customer Service course will teach you basic skills to enable you to work in a customer service role.

The course is ideal if you want a job that involves working with people such as retail, hospitality or tourism.

You will be assessed throughout the course by building up a portfolio of work which is built up using methods such as professional discussion, workbooks, observation, written work, webcam.



  • The importance of appearance and behaviour in customer service
  • Legislation, regulation and procedures to follow in customer service


  • Introduction to Customer Service
  • Understand how to deal with queries and requests
  • The Customer Service job role
  • Communicate effectively with customers

Who is the course for?

  • People aged 16 – 18
  • People aged up to 24 who declare a disability and have an EHC Plan

Entry requirements

  • Students are required to have achieved or be working towards English at Entry 2.
  • Successful completion of the non-accredited People Skills for Independent Living.


  • Level 1 Certificate in Customer Service
  • Volunteering or employment in a customer-facing role

When does the course run?

September 2019

Study Programme

If you are aged 16 – 18 or up to 24 who declare a disability and have an EHC Plan this course will form part of your study programme. The programme also includes English and maths qualifications, employability skills, a work placement and other personal development and enrichment opportunities.

Course Fees

Courses are free for all students aged 16 – 18 (or up to 24 if you declare a disability and have an Education, Health & Care Plan).