LEARNING OBJECTIVES 
At the end of the session delegates should be able to identify and deliver a good structured call which leads to a positive customer outcome.
 
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 
 First impressions on the phone (Yup?)
 Controlling the call (I could rustle up a Morris Dancer?) 
 Agreeing actions (Thanks for calling the coastguard - goodbye!)
 
 
 Trainer Tools
Customers on the Phone Workshop Guide
Personal Action Plan
 Documents
CSE-ESS Customers On The Phone Infographic
Customer Service Essentials Summary Infographic