Customer Service as a Success Factor
| Structure Type: | Course |
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| Code: | LTYA101 |
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| Type: | Compulsory |
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| Level: | Bachelor |
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| Credits: | 3.0 points |
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| Responsible Teacher: | Mutka-Vierula, Kristiina |
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| Language of Instruction: | Finnish |
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Course Implementations, Planned Year of Study and Semester
| Curriculum | Semester | Credits | Start of Semester | End of Semester |
| LITAKO-2015 |
2 autumn |
3.0 |
2016-08-01 |
2016-12-31 |
| PK-2015 |
1 autumn |
3.0 |
2016-08-01 |
2016-12-31 |
| LITAKO-2016 |
2 autumn |
3.0 |
2017-08-01 |
2017-12-31 |
| PK-2016 |
1 autumn |
3.0 |
2017-08-01 |
2017-12-31 |
Learning Outcomes
The student can define a service 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.
Student's Workload
Total work load of the course: 80 h
- of which scheduled studies: 36 h
- of which autonomous studies: 44 h
Prerequisites / Recommended Optional Courses
Marketing studies in virtual enterprise studies.
Contents
- service, service quality
- critical moments, handling different customers
- internal customers
- service recovery situations, other special cases
- service gaps
- working in customer service
Recommended or Required Reading
Pesonen, H-L., Lehtonen, J. & Toskala, A. 2002. Asiakaspalvelu vuorovaikutuksena or other material informed later.
Mode of Delivery / Planned Learning Activities and Teaching Methods
Lectures, excercises
Assessment Criteria
Excellent (5): The student has done the work to an excellent standard and participated actively and constructively. The student can define service 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 behaviour from the perspective of customer service.
Good (4-3): The student has done the work well and participated actively. The student can define service 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 behaviour from the perspective of customer service.
Satisfactory (2-1): The student has done the work and participated as instructed. The student can define a service 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.
Assessment Methods
Exam 50 %, excercises 50 %.
Work Placement
None.
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