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CUST105: Customer Service
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Course Syllabus
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Dr. Steven R. Van Hook's "The Customer Service Workplace"
Dr. Steven R. Van Hook's "Marketing Fundamentals"
Dr. Steven R. Van Hook's "Creating Favorable Impressions"
Dr. Steven R. Van Hook's "Communication Appeals & Tactics"
Dr. Steven R. Van Hook's "Understanding the Customer"
Principles of Marketing: "Chapter 3: Consumer Behavior: How People Make Buying Decisions"
Dr. Steven R. Van Hook's "Who Are Your Publics?"
Dr. Steven R. Van Hook's "Verbal and Nonverbal Communication"
Dr. Steven R. Van Hook's "Effective Writing Skills"
Dr. Steven R. Van Hook's "The Sixty-Second Elevator Pitch"
Dr. Steven R. Van Hook's "Professional Personal Presentation Skills"
Unit 1 Discussion
Short Writing Exercise: The Customer Service Worker
Unit 1 Assessment
Dr. Steven R. Van Hook's "Extraordinary Customer-Service Situations"
Dr. Steven R. Van Hook's "Handling Challenging Customers"
Dr. Steven R. Van Hook's "Dealing with Disruptive People"
Dr. Steven R. Van Hook's "Working with Customer Diversity"
Dr. Steven R. Van Hook's "Cross-Cultural Communications"
Unit 2 Discussion
Short Writing Exercise: The Customer Service Workplace
Unit 2 Assessment
Dr. Steven R. Van Hook's "Customer Service Telephone Skills"
Dr. Steven R. Van Hook's "Customer Service through E-mail and the Internet"
Dr. Steven R. Van Hook's "Customer Service Teamwork"
Dr. Steven R. Van Hook's "Customer Service Worker Self-Care"
Unit 3 Discussion
Short Writing Exercise: Customer Service Skillsets
Unit 3 Assessment
Dr. Steven R. Van Hook's "Careers in Customer Service"
Dr. Steven R. Van Hook's "Customer Service Career Development"
Dr. Steven R. Van Hook's "Professional Social Networks"
Unit 4 Discussion
Short Writing Exercise: The Customer Service Career
Unit 4 Assessment
Project: Customer Service Training Manual
Course Project Discussion
CUST105: Certificate Final Exam
CUST105: Certificate Final Exam ►
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CUST105: Customer Service
Sections
Course Introduction
Unit 1: The Customer Service Workplace
Unit 2: Customer Service Duties
Unit 3: Customer Service Skillsets
Unit 4: The Customer Service Career
Unit 5: Course Project – Customer Service Training Manual
Course Feedback Survey
Certificate Final Exam
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