At the end of the session delegates should be able to effectively use different questioning techniques to help understand customer needs and deliver appropriate and timely customer service. 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.


 Using your voice effectively (That's your customer service voice is it?)

 Questioning techniques (part 1 - Do you recall what I said about recall questions?)

 Questioning techniques (part 2 - Could you be any more guilty?)



Trainer Tools

  • Communicating Effectively Workshop Guide
  • Personal Action Plan


  • CSE-ESS Communicating Effectively Infographic
  • Customer Service Essentials Summary Infographic

Communicating Effectively