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It focuses on understanding the importance of good customer service across sectors, identifying customer and organisational needs and expectations, and distinguishing strong versus weak customer care in areas such as professional image, communication, and complaint handling. The workbook further develops effective communications, including listening and verbal/non-verbal and telephone techniques, presenting a positive professional image, and handling customer complaints appropriately to support business success, repeat business, profit, and growth.",{"@graph":69,"@context":121},[70,84,104],{"@type":71,"itemListElement":72},"BreadcrumbList",[73,77,79,82],{"item":74,"name":75,"@type":76,"position":8},"https://docshare.wps.com","Home","ListItem",{"item":78,"name":9,"@type":76,"position":14},"https://docshare.wps.com/document/",{"item":80,"name":20,"@type":76,"position":81},"https://docshare.wps.com/document/exam/",3,{"item":83,"name":65,"@type":76,"position":19},"https://docshare.wps.com/document/introductory-certificate-in-customer-service-delegate-workbook/646197/",{"url":83,"name":65,"@type":85,"image":86,"author":91,"headline":65,"publisher":94,"fileFormat":97,"inLanguage":63,"description":67,"dateModified":98,"datePublished":98,"encodingFormat":97,"isAccessibleForFree":99,"interactionStatistic":100},"DigitalDocument",{"url":87,"@type":88,"width":89,"height":90},"https://docshare.wps.com/thumbnails/introductory-certificate-in-customer-service-delegate-workbook/646197.png","ImageObject",300,407,{"name":92,"@type":93},"Alexandar","Person",{"url":74,"name":95,"@type":96},"DocShare","Organization","application/pdf","2026-10-23",true,{"@type":101,"interactionType":102,"userInteractionCount":4},"InteractionCounter",{"@type":103},"ViewAction",{"@type":105,"mainEntity":106},"FAQPage",[107,113,117],{"name":108,"@type":109,"acceptedAnswer":110},"What should delegates be able to do by the end of the programme?","Question",{"text":111,"@type":112},"Delegates should demonstrate understanding of the importance of good customer service, identify customer and organisational needs, explain differences between strong and weak customer care, present a professional image, and use appropriate techniques for handling customer complaints.","Answer",{"name":114,"@type":109,"acceptedAnswer":115},"What are the key elements of Section 1 on introduction to customer service?",{"text":116,"@type":112},"Section 1 covers defining customer service, explaining why it matters to organisational success, identifying external and internal customers, recognising drawbacks of poor service, understanding delegate and employer responsibilities, and meeting typical customer needs and expectations in varied situations.",{"name":118,"@type":109,"acceptedAnswer":119},"How does the workbook address communication with customers?",{"text":120,"@type":112},"It develops awareness of the effects of ineffective versus effective communication, emphasises listening and showing customers you are taking notice, and introduces verbal and non-verbal communication and telephone techniques, including tone of voice and expression.","https://schema.org",{"og:url":83,"og:type":123,"og:title":65,"og:site_name":95,"og:description":67},"article",{"robots":125,"canonical":83},"index,follow",{"doc_id":127,"site_id":62},646197,1792752688,{"code":4,"msg":5,"data":130},{"doc_id":127,"user_id":131,"nickname":92,"user_avatar":132,"doc_module":4,"category_id":19,"category_name":20,"doc_title":65,"doc_description":67,"doc_content":133,"file_id":134,"file_url":135,"file_type":136,"file_size":137,"view_count":4,"is_deleted":4,"is_public":8,"is_downloadable":8,"audit_status":8,"page_count":26,"language":138,"language_code":63,"site_id":62,"html_lang":63,"table_of_contents":139,"faqs":140,"seo_title":141,"seo_description":67,"update_tm":128,"read_time":142},962090768658,"https://ap-avatar.wpscdn.com/davatar_6f874abed73319feea01a86fa6f0fab8","Level  \n1  \nIntroductory Certificate in Customer Service  \nLevel 1  \nIntroductory Certificate in Customer Service  \n7014-14  \nDelegate Workbook  \nLevel  \n1  \nIntroductory Certificate in Customer Service  \nBy the end of the programme you should be able to:  \n1. Demonstrate an understanding of the importance of the provision of good customer service in all sectors.  \n2. Identify customer and organisational needs and expectations in respect of service levels delivered in all businesses.  \n3. Describe the differences between strong and weak customer care, particularly relating to a professional image, communication skills and complaint handling.  \n4. Recognise how to present a professional image and identify techniques for communicating positively and effectively with customers, including verbal and nonverbal communications.  \n5. Identify the techniques used to handle customer complaints appropriately.  \nThe benefits to you will be:  \n• Improved job satisfaction in your customer care role.  \n• Increased confidence when communicating with customers.  \n• Enhanced future opportunities to develop your career and gain qualifications.  \nLevel  \n1  \nIntroductory Certificate in Customer Service  \nSection 1  \nIntroduction to Customer Service  \nAims ofthe section  \nAt the end of this section candidates should be able to:  \n• Describe customer service.  \n• Explain why customer service is important to the success of every organisation.  \n• Identify who their customers are.  \n• Identify the drawbacks of poor customer service.  \n• Explain how to promote good service.  \n• Demonstrate an understanding of customer service needs and expectations.  \nIndicative content  \n1.1 Outline knowledge of basic principles-maintaining good customer service at all times; treating all customers with respect; identifying and meeting customer needs; providing the service expected by the company.  \n1.2 Understanding why customer service is important to the company and to you – it helps to make the organisation successful, generates repeat business, assists profit and growth.  \n1.3 Identifying external and internal customers and their importance to the organisation.  \n1.4 Appreciate the drawbacks of not serving internal and external customers effectively, e.g. poor reputation, loss of business, loss of profit, loss of jobs.  \nLevel  \n1  \nIntroductory Certificate in Customer Service  \n1.5 Overview of your own role in customer service.  \nIncluding, your own, and the company’s, image, meeting legal obligations, practising good communication skills and solving problems appropriately.  \n1.6 Identifying typical customer needs and expectations and good practice in meeting these in a variety of situations.  \n1.7 Gaining insight into employer and employee responsibilities in relation to achieving a hygienic, safe and healthy environment for customers, including an understanding of the local health and safety legislation.  \nLevel  \n1  \nIntroductory Certificate in Customer Service  \nSection 2  \nEffective Communications  \nAims ofthe section  \nAt the end of this section candidates should be able to:  \n• Demonstrate some understanding of the importance of developing effective communication.  \n• Describe the effects of ineffective or inappropriate communication.  \n• Start to apply a range of verbal and non-verbal communication and telephone techniques.  \nIndicative content  \n2.1 Consider the impact upon the customer and the organisation of effective and ineffective communications, i.e. confusion and misunderstanding, annoyed and unhappy customers, loss of business, loss of profit.  \n2.2 Explain the importance of listening to customers and how to demonstrate to customers that you are taking notice of what they say.  \n2.3 Provide an overview of the use of some non-verbal techniques such as the use of eye movements, gestures including the use of body, face and hands, facial expressions, physical evidence, i.e. appearance.  \n2.4 Show an awareness of the use of tone of voice and express","cbCaienXx2pfWjn1","https://ap.wps.com/l/cbCaienXx2pfWjn1","pdf",268612,"English","# By the end of the programme\n# Section 1 - Introduction to Customer Service\n## Indicative content\n# Section 2 - Effective Communications\n## Indicative content\n# Section 3 - Presenting a Positive Professional Image\n## Indicative content\n# Section 4 - Handling Customer Complaints\n## Aims of the section\n## Indicative content","[{\"question\":\"What should delegates be able to do by the end of the programme?\",\"answer\":\"Delegates should demonstrate understanding of the importance of good customer service, identify customer and organisational needs, explain differences between strong and weak customer care, present a professional image, and use appropriate techniques for handling customer complaints.\"},{\"question\":\"What are the key elements of Section 1 on introduction to customer service?\",\"answer\":\"Section 1 covers defining customer service, explaining why it matters to organisational success, identifying external and internal customers, recognising drawbacks of poor service, understanding delegate and employer responsibilities, and meeting typical customer needs and expectations in varied situations.\"},{\"question\":\"How does the workbook address communication with customers?\",\"answer\":\"It develops awareness of the effects of ineffective versus effective communication, emphasises listening and showing customers you are taking notice, and introduces verbal and non-verbal communication and telephone techniques, including tone of voice and expression.\"}]","Introductory Certificate in Customer Service - Delegate Workbook | PDF",151]