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?)
- Advising the Customer Workshop Guide
- Personal Action Plan
- CSE-ESS Advising The Customer Infographic
- Customer Service Essentials Summary Infographic