• 1.1: Work Environment

    • Dr. Steven R. Van Hook's "The Customer Service Workplace" URL

      Read this article on the customer service workplace. Be sure to take careful notes to help study for the unit quiz and final exam. Spend 30 minutes visiting the featured customer workplace for examples of effective customer service tactics. If you can find employment listings of interest to you on that website, you may want to investigate those.

    • Dr. Steven R. Van Hook's "Marketing Fundamentals" Page

      Watch this video, which summarizes the fundamentals of marketing terminology and practices. Many of the terms and concepts are deeply rooted in the foundations and traditions of customer service. Please pay extra attention to the key concepts of "The Four Ps" of the marketing mix: product, price, place, and promotion. These topics are critical when defining customer demographics and the methods to connect with them. You may read along with the transcript linked here.