Brian Gion
North Dakota State University Extension Service
P.O. Box 316
Finley, ND 58230
(701) 524-2253, (701) 524-1715 fax

The presentation will showcase a new Excel spreadsheet program designed as a tool to show the gross dollar impact an individual has on a business, community, county or area over a period of a year. The program also serves as a hard copy visual tool, which shows the importance of good customer service and the results of both good and bad customer service. It can also show the potential effect of what good or bad customer service from one entity has on other businesses and the area. The program is intended to be used by Extension educators as an additional component to customer service and hospitality training programs and therefore will be evaluated as part of the training. The program is setup to allow the user to easily customize the presentation for each group and allows the individuals (attending the training, meeting or seminar) to be involved by providing their own values. This promotes ownership and creditability to the information and the program.