Qualification Information
| VTCT Product Code: CS1C1 | GLH: 143 | Age Restriction: 14 |
| Qualification Number: 601/4881/0 | Units: 8 - 13 | Registration End Date: 31st Jul 2020 |
| Level: 1 | Minimum Credits: 23 |
Additional Information
This qualification will develop your skills to pursue a career that involves working with customers. The qualification introduces you to customer service and provides you with the necessary foundations to kickstart a career in customer focused industries. This qualification is suitable for you if you have little or no experience in this sector, whether you are a school leaver or returning to work. You will cover different methods of communicating and dealing directly with customers as well as ensure that you understand the principles and delivery of customer service. The optional units will enable you to tailor the qualification to your role. Optional units range
from different methods of communicating with your customers to contributing and processing sales activities.
Your tutor must refer to the 'Skills CFA Assessment Strategy' when delivering this qualification. This can be found in the 'Qualification Specification' folder under the 'Documents' tab.
Qualification Structure
Mandatory Group A - from this group you'll need to cover a minimum of 5 components and earn a minimum of 14 credits.
| Unit Code | Unit Ref | Unit Title | Level | Credits | GLH |
|---|---|---|---|---|---|
| UBU1 | L/506/2083 | Understand working in a Customer Service environment | 1 | 3 | 25 |
| UBU2 | Y/506/2085 | Communication in Customer Service | 1 | 2 | 14 |
| UBU3 | L/506/1791 | Principles of Personal Performance and Development | 1 | 3 | 30 |
| UBU4 | R/506/1792 | Principles of Working in a Business Environment | 1 | 4 | 25 |
| UBU5 | Y/506/1793 | Work with Others in a Business Environment | 1 | 2 | 18 |
Optional Group B - from this group you'll need to cover a minimum of 2 components and earn a minimum of 6 credits.
| Unit Code | Unit Ref | Unit Title | Level | Credits | GLH |
|---|---|---|---|---|---|
| UBU10 | K/506/2155 | Make telephone calls to customers | 2 | 3 | 16 |
| UBU11 | R/506/2134 | Process information about Customers | 2 | 3 | 14 |
| UBU6 | A/506/2094 | Record Details of Customer Service Problems | 1 | 3 | 14 |
| UBU7 | A/506/2113 | Deal with Customer Queries, Requests and Problems | 1 | 3 | 11 |
| UBU8 | T/506/2126 | Communicate with Customers in Writing | 2 | 3 | 20 |
| UBU9 | H/506/2154 | Deal with Incoming Telephone Calls from Customers | 2 | 3 | 16 |
Optional Group C - from this group you'll need to cover a minimum of 0 components and earn a minimum of 0 credits.
| Unit Code | Unit Ref | Unit Title | Level | Credits | GLH |
|---|---|---|---|---|---|
| UBU12 | H/506/1795 | Manage time and workload | 1 | 1 | 10 |
| UBU13 | A/506/1799 | Meet and welcome visitors in a business environment | 1 | 2 | 20 |
| UBU14 | F/503/0392 | Contribute to sales activities in a contact centre | 1 | 3 | 6 |
| UBU15 | F/503/0361 | Use specific features of contact systems and technology | 1 | 3 | 12 |
| UBU16 | T/505/4673 | Health and Safety Procedures in the Workplace | 2 | 2 | 16 |
| UBU17 | M/502/8587 | Processing sales orders | 2 | 2 | 17 |
| UBU18 | R/502/8601 | Meeting Customers' after sales needs | 2 | 3 | 14 |
*For full details of the Rules of Combination for this qualification please see the Qualification Specification/Record of Assessment book.
Documents
*To find specifications for individual units, click on the "Structure" tab of your chosen qualification, select the unit code in the left hand column and on the new page click on the "Download unit book" tab under the unit title.
Centres approved to run this qualification
VTCT accredits centres to offer our qualifications, but cannot advise which centres are running particular courses at any time. Please contact the centre directly to find out if they currently offering your chosen qualification.
NB: The location displayed for each centre is based upon the centre's main address. The location displayed is not necessarily the only location that the centre can deliver VTCT qualifications from. For further information on a centre's delivery capabilities please select the centre's website address.