This document is part of a five-module training package to help employment and training service providers comply with the Workforce Investment Act (WIA) of 1998 and develop a one-stop training and employment services system. It contains the participant workbook, trainer manual, and activity worksheets for a module on collecting and using customer feedback. The training manual presents a detailed lesson plan that includes step-by-step instructions for using the following tools and techniques to deliver the module: presenting overhead slides, having participants complete exercises; writing information on flip charts; using small group discussions; and using full group discussion. The workbook activities and worksheets are designed to help participants understand why customer feedback should be the foundation for designing a responsive service system and to teach participants to collect and analyze customer feedback. Participants are presented with a four-phase customer feedback collection consisting of the following actions: (1) prepare to collect feedback by identifying services and/or products, customer values, customer requirements/attributes, and product features; (2) use qualitative and quantitative techniques to collect proactive and reactive feedback; (3) use qualitative and qualitative methods to analyze feedback; and (4) utilize customer feedback in policy and procedural decisions, to make individual daily improvements, and as part of a continuous improvement system. (MN)