CUST105: Customer Service

1.4: Communication: Verbal and Nonverbal

• Dr. Steven R. Van Hook's "Verbal and Nonverbal Communication" URL

  Read this article on communicating with the customer both verbally and nonverbally. 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 "Effective Writing Skills" Page

  Watch this video for suggestions on how to improve your written communication skills immediately. Customer service professionals may spend lots of time writing reports and memos. This video discusses six tips on how to do it much better. You may also read along with the transcript linked here.
  

• Dr. Steven R. Van Hook's "The Sixty-Second Elevator Pitch" URL

  Review this short slide show for tips on how to prepare a 60-second elevator pitch. Be sure to take careful notes to help study for the unit quiz and final exam.
  

• Dr. Steven R. Van Hook's "Professional Personal Presentation Skills" URL

  Review this short slide show for tips on effective personal presentations. Be sure to take careful notes to help study for the unit quiz and final exam.