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.



 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


  • CSE-ESS Advising The Customer Infographic
  • Customer Service Essentials Summary Infographic

Advising the customer