Customer Service (7014)

Last Updated: 20 Dec 2023
If you're working in a customer service and selling team, our short courses can help you take on more responsibility.

You'll gain relationship-building and customer care skills to undertake your customer service role more effectively and improve the overall effectiveness of your organisation - whatever industry you work in.
They are for anybody with some customer service and selling experience who wants to improve their skills.

They are designed for people with customer service responsibilities - but you don't need a current work placement to do the qualification. You might already be working in a customer services role or looking to find a job in this sector.
Available to deliver in the following:
  • England
  • Wales – please check QiW website for available funding
  • Scotland
  • Northern Ireland

Interested in delivering this qualification?

Find out more about how to become an approved City & Guilds centre or fill out our online customer application form. 

General Information

What Is Involved In Studying This Course?
You will cover things like:
  • developing customer relationships
  • delivering superior customer service
  • effective communication skills.
This Introductory Award is only available at level 1.
What Careers Can This Lead To?
The Customer Service course can help you build a career in any job where you have to deal with customers - for example:

  • Air cabin crew
  • Bank/Building society customer adviser
  • Bar person/Manager
  • Cinema/Theatre attendant
  • Concierge
  • Contact centre operator
  • Hotel manager
  • Hotel receptionist
  • Hotel/Accommodation room attendant
  • Kitchen assistant/Porter
  • Receptionist
  • Retail assistant
  • Tour manager
  • Tourist information centre assistant
  • Waiter/Waitress.
To continue developing your customer service career you can move on to the following qualifications:
•Level 2 or 3 NVQ in Customer Service
•profession specific qualifications.
What Is Involved With Delivering This Course?
This qualification has a simple delivery process making it appealing for you to offer it to your learners. To deliver this qualification you will need qualified assessors - you can train internal members of staff or recruit specially.
You will also need suitable facilities to carry out the required training to enable learners to achieve industry standards.
You'll assess your learners via a multiple choice test.
Anyone can take this qualification, but you must make sure all your learners can access the resources they need to complete it.

Level 1

There are five introductory certificates available at this level:

  • Introductory Certificate in Hospitality Customer Service
  • Introductory Certificate in Hospitality Selling
  • Introductory Certificate in Conflict Handling
  • Introductory Certificate in Customer Service
  • Introductory Certificate in Selling.

Each of these certificates is comprised of a single core unit, achieving a range of outcomes depending on the area you choose to specialise in. Outcomes include:

  • Handling customer complaints
  • Effective communication in selling solutions
  • Resolution of conflict
  • Developing customer relationships.

For full details about these introductory certificates, see the centre documents section.

What Careers Can This Lead To?

The Customer Service and Selling courses can help you build a career in any job where you might have to deal with customers in conflict situations - for example:

  • Air cabin crew
  • Bank/Building society customer adviser
  • Bar person/Manager
  • Cinema/Theatre attendant
  • Concierge
  • Contact centre operator
  • Hotel manager
  • Hotel receptionist
  • Hotel/Accommodation room attendant
  • Kitchen assistant/Porter
  • Receptionist
  • Retail assistant
  • Tour manager
  • Tourist information centre assistant
  • Waiter/Waitress.

To continue developing your customer service career you can move on to the following qualifications:

  • Level 2 or 3 NVQ in Customer Service
  • profession specific qualifications.
Introductory Certificate in Customer Service (7014-14)
Last Registration Date: 31 Aug 2024

Introductory Certificate in Customer Service

  • Accreditation No: 500/5689/X This is a reference number related to UK accreditation framework
  • Type: VRQ This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: Data unavailable Credits are a measure of the size of the qualification
  • Guided Learning Hours: 7 - 7 This is the average contact time a centre would typically commit
  • Total Qualification Time: 8 The total time for the qualification
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/08/2026 This is the last date that a certificate can be issued
  • Qualification fees in the UK: £28.90 Our typical price is the one that is most often paid by a centre for a completed learner. Some prices are made up of multiple charging points so action like taking difference units or specialisms to complete and resitting assessments may mean the cost for some learners differs.

Here you can find all documents related to this suite of qualifications.

By clicking on the section headings below, you can access a variety of documents such as the qualification handbooks and assessment materials, Statements of Purpose, and recognition letters from industry and employers.

Some documents may be password protected. Passwords can be retrieved by logging in to Walled Garden and visiting the Administration section of the relevant qualification catalogue page.

Interested in delivering this qualification?

Find out more about how to become an approved City & Guilds centre or fill out our online customer application form. 

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For Learners

Related Qualifications

Browse some of our related qualifications:

> (3411) Contact Centre Operations

> (3412) Contact Centre Operations

> (4417) Customer Service

> (4427) Customer Service (SVQ)

> (4411) Customer Service Foundation Learning

> (2794) Diploma for Customer Service

> (4421) Principles of Customer Service

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