Hi Judi 
 
I don't know how helpful this will be to you 
In the UK under their Skills for Life Strategy they have developed a lot of online materials for a whole range of occupations. They have 'embedded' literacy, language and numeracy skill development into these materials  
Here is the url for the list of occupations 
 
http://www.dfes.gov.uk/readwriteplus/embeddedlearning/cfbtgeneralinfo.cfm
 
One of them Retail has got a module on customer Service - it is not necessarily specifically designed for ESL learners and will refer to the UK Literacy and ESOL Curricula which will be of no interest to you and there will be interesting cross cultural issues between the UK and the USS  but I thought the section might be useful as a starting point 
http://www.dfes.gov.uk/readwriteplus/embeddedlearning/searchresults.cfm?setting=retail
 
We think the materials are great not only for content but also ideas and approaches. however we share the metric system used in the UK but hopefully that won't be an issue for Customer Service 
 
Hope it proves of some use  to you 
 
Susan Reid 
Manager, Consultancy Services
Workbase the New Zealand Centre for Workforce Literacy 
www.workbase.org.nz
www.nzliteracyportal.org.nz
 




 
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