At the end of the session delegates should be able to understand the distinction between corporate and individual social media and apply different approaches to each.


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.



 Email and web chat (Whaddup Custie?)

 Social media and the customer (*unamused face*)

 Social media and you (#borntoserve)


 Trainer Tools

  • Online Customers Workshop Guide
  • Personal Action Plan


  • CSE-ESS Online Customers Infographic
  • Customer Service Essentials Summary Infographic


Online Customers