Customer Service (Entry Level 3)

Deliver effortlessly brilliant customer service. Our Entry Level 3 Customer Service course will give you the expertise to land and excel in your next job!

Nationally Accredited

100% free

A two week course

Live Virtual Classroom

Employment support

Entry Level 3 qualification

Join over 50,000 people who have upskilled with Strive Training!

Course Description

A City & Guilds qualification (Entry Level 3) will provide you with the skills and knowledge you need to excel in customer service, and help your CV stand out.

Customer Service is also an ideal starting point for those wanting to further advance their careers.

By the end of this course, you’ll be able to:

    • Understand the role of customer service in an organisation and identify common customer service terms and processes
    • Deliver excellent customer service and avoid common missteps
    • Appropriately handle upset customers and know how best to resolve complaints
    • Clarify details of queries or requests to support customer service delivery
    • Work effectively as part of a team to resolve problems

Course Length: This is a two week course

Course Dates: June 21, July 19

Free Course for: Anyone who is unemployed and aged 19 or over who has been living in the European Union for the last 3 years

Qualification: Entry Level 3 Certificate for Induction to Customer Service

Certified Awarding Body: City & Guilds

How Home Learning Works: Each day you will have two live, interactive Zoom sessions with our experienced and dynamic Customer Service tutor: From 9:30am – 12:30pm and 1:30pm – 4:30pm.

Plus we’ll provide post-course employment assistance: get access to specially sourced job opportunities, and 1-to-1 advice on career direction, CVs, job applications, and more!

Course Content
  • Unit 1: The importance of appearance and behaviour in customer service

Appearance and behaviour are key elements of delivering an excellent customer service experience, and in this unit, you’ll master both. You’ll learn how to dress to impress, make a great first impression and how to recognise and respond to customer needs.

  • Unit 2: Legislation, regulation and procedures to follow in customer service

In this unit, you’ll explore the legislative and regulatory requirements that relate to a customer service job, and how to appropriately carry them out when delivering customer service.

  • Unit 3: Understand how to deal with queries and requests

During this unit, you’ll learn how to clearly and effectively respond to straightforward customer queries and requests. You’ll start by understanding the different services and products typically offered by sections and departments. Then, you’ll delve into customers’ frequently asked questions, common requests and how best to respond to them.

  • Unit 4: Communicate customers’ problems with others

Learn how to communicate customer problems like a pro. In this unit, you’ll become proficient in gathering details from customers and communicating customer concerns with colleagues. You’ll also learn why it’s important to keep customers informed of progress and how to resolve problems to the customer’s satisfaction.

  • Unit 5: The customer service job role

This unit will explore the ins and outs of a customer service job. You’ll look at different types of customer service jobs, what’s expected of customer service workers, and the impact individuals have on the overall customer experience.

  • Unit 6: Handling telephone calls from customers

In Unit 6, you’ll master the skills required to appropriately handle telephone calls from customers. You’ll examine the importance of phone etiquette and learn how to receive, transfer, and close calls in a professional and friendly manner. You’ll also discover best practices for overcoming common communication problems that arise whilst on the phone.

  • Unit 7: Communicate effectively with customers

Understand how the way you communicate with customers impacts the customer service experience. In this unit, you’ll learn how to clearly communicate with customers, actively listen to their needs, and appropriately use information to help alleviate their concerns and create a positive customer experience.

  • Unit 8: Effective relationships with customers and colleagues

In this unit, you’ll gain an appreciation for creating and maintaining positive relationships with customers and colleagues. You’ll explore different communication methods, the importance of body language and how to effectively relate to customers and colleagues to ensure a favourable customer experience.

  • Unit 9: Introduction to customer service

This introductory unit will explore the key elements of customer service. You’ll become familiar with basic customer service terms, explore the differences between internal and external customers, and draw valuable lessons from your own personal customer service experiences.

  • Unit 10: Working in a customer-focused way

Develop a polite and positive approach to working with customers. Throughout this unit, you’ll learn how to impress customers with your knowledge and reliability, demonstrate respect and consideration, and make your customers feel at ease.

Are you eligible to complete this qualification for free?

This qualification is 100% government funded if:

  • You were born before the 31st August 2002
  • You must currently live in England. However, anyone living in the following areas is not eligible for funding: Cambridgeshire and Peterborough, Greater Manchester, Liverpool City Region, Tees Valley, West Midlands and West of England
  • You have lived in the European Union for the last 3 years (unless you have have been given a special Visa/Residence permits that gives you the permanent right to remain)
  • Are Unemployed and can provide evidence (Subject to eligibility)
  • Can provide Identifications and relevant documentation as required
  • If on the 31st of August 2020, you were aged between 19-23, you need to have gained a full level 2 qualification (e.g. five or more GCSE/O-Levels at grades A* – C / 4 – 9, one A-Level, two/three AS-Levels, five or more CSE grade 1’s, GNVQ Intermediate, QCF Diploma Level 2)
Our Home Learning courses take place from the comfort of your home! You'll join a virtual classroom on Zoom.
All our courses are free for those who are unemployed, subject to eligibility.
No, you don’t need to attend our training center for any of our Home Learning courses. (Note that under normal circumstances we deliver various classroom-based courses from our training centers in Croydon, Harrow and Tottenham - learn more at
You can enroll on one course at a time, but you can do as many as you like to achieve your career goals. We are happy to give you information, advice and guidance on any courses you wish to complete.
Of course. All our courses are accredited courses and you will receive a nationally recognised certification on achievement.
All our Home Learning courses are assignment based, you will need to complete assignments for each of the units of the qualifications and submit them to your assessor.
Yes, there are further courses that will become available in due course, we will be keeping our website updated regularly, but if you would like to be notified please email us at
We continually try to make learning simple and transparent. Learning through our online platform is incredibly easy and you can navigate around your qualification quickly and access all the learning materials as soon as you login. Your studying should be about what you learn, not how you learn it. Which is why we make the entire process as simple as possible to help you adjust to learning online.
The general certification process is normally from 6-8 weeks. However, due to the pandemic, the Awarding Bodies service has been impacted which can cause a delay. We are working hard to distribute all the certificates that we have received in a timely manner and we will send a text as soon as the certificates are ready. For all queries regarding certification please email us on When contacting us please include the following information: • Full Name • Title of the qualification • Contact details and address.
Next Steps

Simply complete the short form on the right. You'll then immediately be able to complete your Fast-Track online registration.

This registration process will confirm your eligibility to have your qualification 100% government funded. Join 50,000 other learners who have chosen to upskill with Strive Training - register now!

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