ECS0008

December 31, 2011

This curriculum for small-business managers and their employees brings a unique approach to customer service based on research into effective customer-business interactions. It frames customer service as relationships between people's customers and sales staff, employees and managers, and the business and the community. The curriculum contains two workshops, one for delivery to adults and one for delivery to teens. Both come with detailed outlines for pre-workshop preparation by the instructor, a workshop checklist, script, PowerPoint slide show, activities and supplemental materials. The material is particularly well suited for delivery to small businesses in rural areas.

Authors: Grace Wittman, Steve Hines, Sarah Schumaker, Susan Traver