Developed by Steven R. Van Hook, PhD
UNIT 1: THE SERVICE WORKPLACE
Unit 1.1: The Work Environment
Unit 1.1: Video – Terms & Concepts
Unit 1.2: Favorable Impressions
Unit 1.2: Video – Communication Appeals
Unit 1.3: Understanding the Customer
Unit 1.3: Video – Who Are Your Publics?
Unit 1.4: Verbal/Nonverbal Contact
Unit 1.4: Video – Best Writing Tips
UNIT 2: CUSTOMER SERVICE DUTIES
Unit 2.1: Difficult Situations
Unit 2.2: Challenging Customers
Unit 2.2: Video – Disruptive People
Unit 2.3: Diverse Customers
Unit 2.3: Video – Transcending Culture
UNIT 3: CUSTOMER SERVICE SKILLSETS
Unit 3.1: Telephone Skills
Unit 3.2: Online Skills
Unit 3.3: Teamwork
Unit 3.4: Time, Stress, and Self Care
Unit 3.4: Video – Relaxation Exercise
UNIT 4: CUSTOMER SERVICE CAREERS
Unit 4.1: Career Resources
Unit 4.1: Video – Conquering Self-Doubt
For more information on this free course through Saylor University,
visit http://saylor.org/cust105
~ Steven R. Van Hook