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Principles of Customer Service (4421)

Last Updated: 26 Mar 2024
Learners will gain the essential knowledge and skills required for a successful career in customer service for the travel and tourism, leisure and hospitality sectors.
Anyone working in a contact centre and providing information and customer care to internal and external customers.
Available to deliver in the following:
  • England
  • Wales – please check 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 learn all the essential principles of customer service for the hospitality, leisure, travel and tourism industries.

You will learn in the classroom and be assessed via assignment.

Which level is right for me?

Level 2
You are working, or looking for work, in a contact centre within the travel and tourism, leisure or hospitality sectors and have some relevant knowledge and skills, usually from a role where you've been supervised.

Level 3
You are working in a contact centre within the travel and tourism, leisure or hospitality sectors and have a great deal of technical skills and knowledge. You work with minimum supervision and have a good record of safety, fault correction and ensuring work meets the required standard. You may be returning to work after an extended break.

What Careers Can This Lead To?

These qualifications can help you to progress in a wide range of customer care roles within the travel and tourism, leisure and hospitality sectors.

Learners may also go on to take the following related qualifications:

  • Level 2 and 3 Certificate in Customer Service (4417)
  • Level 1 and 2 NVQ/SVQ in Customer Service (4543)
  • City & Guilds' suite of Hospitality, Leisure, Travel and Tourism qualifications.
What Is Involved With Delivering This Course?
To deliver these qualifications 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.

Anyone can take this qualification. To find all the resource requirements, download the qualification handbook from the centre documents section.

Level 2

Level 2 will suit you if you are working, or looking for work, in a contact centre within the travel and tourism, leisure or hospitality sectors and have some relevant knowledge and skills, usually from a role where you've been supervised.

This comprises one mandatory unit:

  • Principles of customer service in hospitality, leisure, travel and tourism.
What Careers Can This Lead To?

These qualifications can help you to progress in a wide range of customer care roles within the travel and tourism, leisure and hospitality sectors.

Learners may also go on to take the following related qualifications:

  • Level 2 and 3 Certificate in Customer Service (4417)
  • Level 1 and 2 NVQ/SVQ in Customer Service (4543)
  • City & Guilds' suite of Hospitality, Leisure, Travel and Tourism qualifications.
Level 2 Award in Principles of Customer Service in Hospitality, Leisure, Travel and Tourism (4421-02)
Last Registration Date: 31 Dec 2023

Level 2 Award in Principles of Customer Service in Hospitality, Leisure, Travel and Tourism

  • Accreditation No: 500/6351/0 This is a reference number related to UK accreditation framework
  • Type: Credit based qualification This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: 1 Credits are a measure of the size of the qualification
  • Guided Learning Hours: 10 - 10 This is the average contact time a centre would typically commit
  • Total Qualification Time: 10 The total time for the qualification
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/12/2025 This is the last date that a certificate can be issued
  • Qualification fees in the UK: £25.30 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.
Level 2 Award in Welcoming Tourists and Visitors to their destination in Hospitality, Leisure, Travel and Tourism - World Host (4421-15)
Last Registration Date: 31 Dec 2023

Level 2 Award in Welcoming Tourists and Visitors to their destination in Hospitality

  • Accreditation No: 600/1744/2 This is a reference number related to UK accreditation framework
  • Type: Credit based qualification This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: 1 Credits are a measure of the size of the qualification
  • Guided Learning Hours: 9 - 9 This is the average contact time a centre would typically commit
  • Total Qualification Time: 10 The total time for the qualification
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/12/2025 This is the last date that a certificate can be issued
  • Qualification fees in the UK: £20.20 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.
Level 2 Award in Principles of Customer Service in Hospitality, Leisure, Travel and Tourism - World Host (4421-16)
Last Registration Date: 31 Dec 2023

Level 2 Award in Principles of Customer Service in Hospitality, Leisure, Travel and Tourism - World Host

  • Accreditation No: 500/6351/0 This is a reference number related to UK accreditation framework
  • Type: Credit based qualification This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: 1 Credits are a measure of the size of the qualification
  • Guided Learning Hours: 10 - 10 This is the average contact time a centre would typically commit
  • Total Qualification Time: 10 The total time for the qualification
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/12/2025 This is the last date that a certificate can be issued
  • Qualification fees in the UK: £20.20 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.

Level 3

Level 3 is ideal if you are working in a contact centre within the travel and tourism, leisure or hospitality sectors, have a great deal of technical skills and knowledge and work with minimum supervision. You may be returning to work after an extended break.

This comprises one mandatory unit:

  • Principles of supervising customer service in hospitality, leisure, travel and tourism.
What Careers Can This Lead To?

These qualifications can help you to progress in a wide range of customer care roles within the travel and tourism, leisure and hospitality sectors.

Learners may also go on to take the following related qualifications:

  • Level 2 and 3 Certificate in Customer Service (4417)
  • Level 1 and 2 NVQ/SVQ in Customer Service (4543)
  • City & Guilds' suite of Hospitality, Leisure, Travel and Tourism qualifications.
Level 3 Award in Supervising Customer Service Performance in Hospitality, Leisure, Travel and Tourism (4421-03)
Last Registration Date: 31 Aug 2027

Level 3 Award in Supervising Customer Service Performance in Hospitality, Leisure, Travel and Tourism

  • Accreditation No: 500/6356/X This is a reference number related to UK accreditation framework
  • Type: Credit based qualification This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: 2 Credits are a measure of the size of the qualification
  • Guided Learning Hours: 20 - 20 This is the average contact time a centre would typically commit
  • Total Qualification Time: 20 The total time for the qualification
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/08/2030 This is the last date that a certificate can be issued
  • Qualification fees in the UK: £25.30 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  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. 

Explore our wider maths & English offer

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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

> (4430) Customer Service

> (4427) Customer Service (SVQ)

> (4411) Customer Service Foundation Learning

> (2794) Diploma for Customer Service

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