At the end of the session delegates should have an increased awareness of how their own behaviour and attitude affect customer interactions and be able to actively adapt their approach.


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.



 Dropping your emotional baggage (Oh, no, not you.)

 STANCE (Oh you’re legendary all right…)

 How not to approach people (The five monsters of customer service)

 A human touch (He's literally a customer processing machine!)



Trainer Tools

  • First Impressions Workshop Guide
  • Personal Action Plan


  • CSE-ESS First Impressions Infographic
  • Customer Service Essentials Summary Infographic

First Impressions