At the end of the videos and exercise delegates should be more comfortable dealing with complaints in a constructive and positive manner, leading to better outcomes for both the company and the customer.


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.



 Listening to the customer (Don’t blame me, mate. You bought it.)

 Asking the right questions (It’s the pen that’s defective, not me!)

 Getting to a solution (Milan? Why is it in Milan?)



When things go wrong