Customer Service student on the telephone

City & Guilds Level 1 Certificate for Introduction to Customer Service

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Course content

The Level 1 Certificate for Introduction to Customer Service course will teach you the basic skills to enable you to work in a customer service role in the retail, hospitality or tourism work sectors. You will be taught in a real world office environment dealing with both internal and external customers, face to face, on the telephone and over email.

You will also have the opportunity to gain valuable work experience at an internal or external work placement where you can use and improve the skills you learn whilst on the course.

Assessment of your progress throughout the course will be done by building up a portfolio of work using methods such as professional discussion, workbooks, observation, written work, webcam.



  • Applying legislation, regulation and organisational procedures for Customer Service
  • Working in Customer Service


  • Deal with queries and requests
  • Answer telephone calls from customers
  • Positive Communications with customers
  • The customer service experience

Who is the course for?

  • People aged 16 – 18
  • People aged up to 24 who declare a disability and have an EHC Plan
  • 19+

Entry requirements

  • Students are required to have an English and maths qualification at Entry 3.
  • Successful completion of the Entry 3 in customer service or another suitable Entry 3 qualification.


When does the course run?

September 2020

Study Programme

If you are aged 16 – 18 or up to 24, declare a disability and have an EHC Plan this course will form part of your study programme.

The programme also includes:

  • English & Maths
  • Citizenship & Employability
  • Work Experience or Placement
  • Enrichment
  • 1-to-1 Personal Tutor Sessions

Find out more about Study Programme

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).

For people aged 19+ the course fee is £724. You may be eligible for fee remission. See Money Matters for details.