Customer Service student answering the telephone on a reception desk

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

Print Friendly, PDF & Email

Course content

Mandatory units

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

Optional units

  • 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

  • Learners who want a job working with customers.
  • People who are interested in retail, hospitality or tourism.
  • People who are motivated and able to build on their confidence

Assessment method

  • Professional discussion
  • Workbooks
  • Observation
  • Written work
  • Webcam

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.

Future opportunities / Career options

To progress on to the Level 1 Certificate in Customer Service

To progress on to another E3 or Level 1 programme

To volunteer or to be employed in a paid position in a customer-facing role, such as the hospitality, retail or tourism sectors

When does the course run?

September 2019

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).