LEARNING OBJECTIVES
At the end of the session delegates should be able to understand the distinction between corporate and individual social media and apply different approaches to each.
 
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 
 Email and web chat (Whaddup Custie?) 
 Social media and the customer (*unamused face*) 
 Social media and you (#borntoserve)
 
 Trainer Tools
Online Customers Workshop Guide
Personal Action Plan
 Documents
CSE-ESS Online Customers Infographic
Customer Service Essentials Summary Infographic