UBU19 Deliver customer service
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
1
|
|
| 1 |
Portfolio of Evidence |
2
|
Pass/Refer |
UBU20 Understand customers
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
1
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU21 Principles of customer service
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
1
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU22 Understand employer organisations
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
1
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU23 Manage personal performance and development
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
1
|
|
| 1 |
Portfolio of Evidence |
1
|
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 |
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 |
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 |
1
|
|
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU24 Communicate verbally with customers
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU26 Promote additional products and/or services to customers
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU27 Exceed customer expectations
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU28 Deliver customer service whilst working on customers' premises
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Practical performance |
2
|
Pass/Refer |
| 1 |
Performance Evidence |
1
|
Pass/Refer |
UBU29 Carry out customer service handovers
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU30 Resolve customer service problems
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU31 Deliver customer service to challenging customers
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU32 Develop customer relationships
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU33 Support customer service improvements
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
1
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU34 Support customers through real-time online customer service
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU35 Support customers using self-service equipment
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU36 Use social media to deliver customer service
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU37 Provide post-transaction customer service
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU38 Resolve customers' complaints
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Practical performance |
2
|
Pass/Refer |
| 1 |
Performance Evidence |
1
|
Pass/Refer |
UBU39 Gather, analyse and interpret customer feedback
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU40 Manage diary systems
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
1
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU41 Provide reception services
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU42 Contribute to the organisation of an event
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU43 Buddy a colleague to develop their skills
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU44 Employee rights and responsibilities
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
1
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU45 Develop working relationships with colleagues
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU46 Principles of equality and diversity in the workplace
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
1
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU47 Handling objections and closing sales
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU48 Deal with incidents through a contact centre
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
2
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |
| 1 |
Practical performance |
2
|
Pass/Refer |
UBU49 Carry out direct 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 |
UBU50 Negotiate 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 |
UBU51 Bespoke software
| Section |
Assessment |
Required |
Pass Mark |
| 1 |
Section |
1
|
|
| 1 |
Portfolio of Evidence |
1
|
Pass/Refer |