• 1.2: Creating Favorable Impressions

    • Dr. Steven R. Van Hook's "Creating Favorable Impressions" URL

      Read this article on how to create favorable impressions with the customers you serve. 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 "Communication Appeals & Tactics" Page

      Watch this video, which presents basic appeals and tactics for effective communications. This video answers a few important questions: "How do you win someone's attention, and what do you do if you manage to catch it?" You may read along with the transcript linked here.