UBU1 Understand working in a customer service environment
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
1
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU2 Communication in customer service
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU3 Principles of personal performance and development
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
1
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU4 Principles of working in a business environment
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
1
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU5 Work with others in a business environment
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU10 Make telephone calls to customers
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU11 Process information about customers
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
1
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU6 Record details of customer service problems
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU7 Deal with customer queries, requests and problems
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU8 Communicate with customers in writing
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
1
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU9 Deal with incoming telephone calls from customers
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU12 Manage time and workload
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU13 Meet and welcome visitors in a business environment
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU14 Contribute to sales activities in a contact centre
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU15 Use specific features of contact systems and technology
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU16 Health and safety procedures in the workplace
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU17 Processing sales orders
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU18 Meeting customers' after sales needs
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |