LEARNING OBJECTIVES
At the end of the session delegates should have a greater understanding of customer needs and the roles that they play in helping your organisation meet those needs.
 
Each delegate may be given a Personal Action Plan to record any learnings and personal development commitments that they make as a result of this training.
 
This guide is designed for a manager or a facilitator to deliver a short workshop featuring videos from the Video Arts Customer Service Essentials Series.
 
Each video comes with a series of activities around the following structure:
LOOK - watch the video and reflect on the content and message.
THINK - activities and questions linking the video to their own experience and workplace. REMEMBER - a summary of the key learning points.
Each section relating to the video will last around 15 minutes.
PRACTISE - At the end of the series of videos there is a 30 minute practical training exercise which will bring the learnings together.
Delegates should be encouraged to record any personal development actions on their Personal Action Plan sheet.
 
FEATURED VIDEOS 
 Knowing your stuff (Why are you curled up in a ball?) 
 Finding out what they want (It's not the age it's the mileage right?!) 
 Getting into their head (He just wants the tie) 
 Showing them the benefits (But is it comfy?)
 
 
 Trainer Tools
Advising the Customer Workshop Guide
Personal Action Plan
 Documents
CSE-ESS Advising The Customer Infographic
Customer Service Essentials Summary Infographic