Diploma in Customer Service

RQF  Level 3
UK Accreditation: 601/4883/4
Product Code: CS3D1


ITEC Qual ID: 2218

Units Documents Exams Approved Centres

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