UBU52 Organise and deliver customer service
Section |
Assessment |
Required |
Pass Mark |
1 |
Section |
2
|
|
1 |
Portfolio of Evidence |
1
|
Pass/Refer |
1 |
Practical performance |
2
|
Pass/Refer |
UBU53 Understand the customer service environment
Section |
Assessment |
Required |
Pass Mark |
1 |
Section |
1
|
|
1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU54 Understand customers and customer retention
Section |
Assessment |
Required |
Pass Mark |
1 |
Section |
1
|
|
1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU55 Resolve customers' problems
Section |
Assessment |
Required |
Pass Mark |
1 |
Section |
2
|
|
1 |
Portfolio of Evidence |
1
|
Pass/Refer |
1 |
Practical performance |
2
|
Pass/Refer |
UBU56 Principles of business
Section |
Assessment |
Required |
Pass Mark |
1 |
Section |
1
|
|
1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU57 Manage personal and professional development
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 |
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 |
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 |
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 |
Portfolio of Evidence |
1
|
Pass/Refer |
1 |
Practical performance |
2
|
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 |
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 |
UBU58 Develop resources to support consistency of customer service delivery
Section |
Assessment |
Required |
Pass Mark |
1 |
Section |
1
|
|
1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU59 Use service partnerships to deliver customer service
Section |
Assessment |
Required |
Pass Mark |
1 |
Section |
1
|
|
1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU60 Monitor the quality of customer service interactions
Section |
Assessment |
Required |
Pass Mark |
1 |
Section |
2
|
|
1 |
Portfolio of Evidence |
1
|
Pass/Refer |
1 |
Practical performance |
2
|
Pass/Refer |
UBU61 Champion customer service
Section |
Assessment |
Required |
Pass Mark |
1 |
Section |
2
|
|
1 |
Portfolio of Evidence |
1
|
Pass/Refer |
1 |
Practical performance |
2
|
Pass/Refer |
UBU62 Build and maintain effective customer relations
Section |
Assessment |
Required |
Pass Mark |
1 |
Section |
2
|
|
1 |
Portfolio of Evidence |
1
|
Pass/Refer |
1 |
Practical performance |
2
|
Pass/Refer |
UBU63 Manage a customer service award programme
Section |
Assessment |
Required |
Pass Mark |
1 |
Section |
1
|
|
1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU64 Manage the use of technology to improve customer service
Section |
Assessment |
Required |
Pass Mark |
1 |
Section |
2
|
|
1 |
Portfolio of Evidence |
1
|
Pass/Refer |
1 |
Practical performance |
2
|
Pass/Refer |
UBU65 Develop a social media strategy for customer service
Section |
Assessment |
Required |
Pass Mark |
1 |
Section |
1
|
|
1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU25 Bespoke software
Section |
Assessment |
Required |
Pass Mark |
1 |
Section |
1
|
|
1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU66 Promote equality, diversity and inclusion in the workplace
Section |
Assessment |
Required |
Pass Mark |
1 |
Section |
1
|
|
1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU67 Manage team performance
Section |
Assessment |
Required |
Pass Mark |
1 |
Section |
2
|
|
1 |
Portfolio of Evidence |
1
|
Pass/Refer |
1 |
Practical performance |
2
|
Pass/Refer |
UBU68 Manage individuals' performance
Section |
Assessment |
Required |
Pass Mark |
1 |
Section |
1
|
|
1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU69 Collaborate with other departments
Section |
Assessment |
Required |
Pass Mark |
1 |
Section |
1
|
|
1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU70 Negotiating, 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 |
UBU71 Obtaining and analysing sales-related information
Section |
Assessment |
Required |
Pass Mark |
1 |
Section |
1
|
|
1 |
Portfolio of Evidence |
1
|
Pass/Refer |
UBU72 Buyer behaviour in sales situations
Section |
Assessment |
Required |
Pass Mark |
1 |
Section |
2
|
|
1 |
Portfolio of Evidence |
1
|
Pass/Refer |
1 |
Practical performance |
2
|
Pass/Refer |
UBU73 Manage incidents referred to a contact centre
Section |
Assessment |
Required |
Pass Mark |
1 |
Section |
2
|
|
1 |
Portfolio of Evidence |
1
|
Pass/Refer |
1 |
Practical performance |
2
|
Pass/Refer |
UBU74 Lead direct sales activities in a contact centre team
Section |
Assessment |
Required |
Pass Mark |
1 |
Section |
2
|
|
1 |
Portfolio of Evidence |
1
|
Pass/Refer |
1 |
Practical performance |
2
|
Pass/Refer |