At the end of the session trainees should be able to identify the challenges that some types of customer create for them at work, the expectations that their customers have and the constraints preventing them from providing outstanding customer service, as well as ways of getting a good outcome to service interaction.

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.



 Mr Rude (A fight before breakfast)

 Mrs Arrogant (Bonjorno, Cheese Man)

 Mr Chatty (My cousin Beryl bought one like this)

 Mrs Picky (Whatever it is, it has my full support)



 Trainer Tools

  • Customer Types Workshop Guide
  • Personal Action Plan


  • CSE-ESS Customer Types Infographic
  • Customer Service Essentials Summary Infographic

Customer Types