Customer Service

Structure Type: Course
Code: KD18BPAM01
Type: Compulsory
Level: Bachelor
Credits: 5.0 points
Responsible Teacher: Leikkari, Esa
Teacher Team: Juppo, Merja
Language of Instruction: Finnish

Course Implementations, Planned Year of Study and Semester

Curriculum  Semester  Credits  Start of Semester  End of Semester
KIKO-2015   1 spring   5.0   2016-01-01   2016-07-31  
KIKO-2016   1 spring   5.0   2017-01-01   2017-07-31  

Learning Outcomes

After the course the student is able to define the stages of a customer service situation. S/he is able to put in practice the theory of customer service. The student is able to evaluate the meaning of a good customer service as a factor of customer satisfaction.
The student can define a service product and its components, describe the phases of a service process and recognize the elements of service quality and service gaps. The student can function in customer service operations in both external and internal customer service situations. The student recognizes various customer service situations and can analyze customer behaviour from the perspective of customer service in a library. The student is aware of current themes of the customer service.

Student's Workload

Total work load of the course: 130 h

Prerequisites / Recommended Optional Courses

No prerequisites.

Contents

- Service
- Service quality and quality gaps
- The stages of a customer service situation , handling customers
- service products
- working in customer service in a library
- internal customers
- Service recovery and other special situations
- Dealing with different kinds of customers
- Current themes of the customer service

Recommended or Required Reading

- Christian Grönroos. 2009. Palvelujen johtaminen ja markkinointi. [suomentanut Maarit Tillman]. Helsinki : WSOYpro.

- Kirjasto 2012: Asiakkaan asialla. 2011. Toimittaneet Päivi Almgren ja Päivi Jokitalo. Helsinki: Avain.

Lectures and other materials which will be announced at the beginning of the course.

Mode of Delivery / Planned Learning Activities and Teaching Methods

Lectures and exercises

Assessment Criteria

Excellent (5): The student has done the work to an excellent standard and participated actively and constructively. The student can define a service product and its components, describe the phases of a service process in depth and recognize the elements of service quality and service gaps. The student can function in customer service operations in both external and internal customer service situations. The student recognizes various customer service situations and can analyze customer behavior from the perspective of customer service in a library. The student is aware of current themes of the customer service

Good (4-3): The student has done the work well and participated actively. The student can define a service product and its components, describe the phases of a service process well and recognize the elements of service quality and service gaps. The student can function in customer service operations in both external and internal customer service situations. The student recognizes various customer service situations and can analyze customer behavior from the perspective of customer service in a library. The student is aware of current themes of the customer service

Satisfactory (2-1): The student has done the work and participated as instructed. The student can define a service product and its components, describe the phases of a service process and recognize the elements of service quality and service gaps. The student can function in customer service operations in both external and internal customer service situations. The student recognizes various customer service situations and can analyze customer behavior from the perspective of customer service in a library. The student is aware of current themes of the customer service.

Assessment Methods

- Exam 60 %
- assignments 40 %

Work Placement

No work placement.

Back