The program was implemented in 1996 at New Mexico State University for all faculty and staff.
Participants attend a series of three, two hour sessions over a three week period.
Each session includes viewing a video which contains short vignettes representing customer service situations in a university setting. Following each video segment participants discuss the service concepts presented. A facilitator guides the group discussions. There is no charge for employees to attend the training and several sessions are scheduled throughout each semester. It makes a statement about expectations at NMSU regarding customer service.