Customer service
| Structure Type: | Course |
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| Code: | KMAAP |
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| Type: | Compulsory |
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| Level: | Bachelor |
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| Credits: | 2.0 points |
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| Responsible Teacher: | Leikkari, Esa |
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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 |
| KUMU-2014 |
1 spring |
2.0 |
2015-01-02 |
2015-07-31 |
| KUMU-2015 |
1 spring |
2.0 |
2016-01-01 |
2016-07-31 |
| KUMU-2016 |
1 spring |
2.0 |
2017-01-01 |
2017-07-31 |
Learning Outcomes
Students will learn to
- identify various customer situations and analyse customer behaviour
- describe stages of a service process and identify factors that conribute to the quality of service
- exhibit a customer-friendly attitude both in internal and external customer service
Student's Workload
Student's workload 54 hours
Prerequisites / Recommended Optional Courses
Not required
Contents
- service, quality of service, service gaps
- service event
- interaction with customers, encountering a variety of customers
- service recovery and other special challenges
- working as a customer servant
Recommended or Required Reading
Case material; further information at the beginning of the course
Mode of Delivery / Planned Learning Activities and Teaching Methods
Lectures, assignments
Assessment Criteria
Grade 5: Students have excellent competence in identifying various customer situations and in analysing customer behaviour. They can competently desribe and justify stages of the service process and identify all factors that contribute to the quality of service. Students display an excellent attitude towards customer service.
Grade 3: Students have good competence in identifying various customer situations and in analysing customer behaviour. They can competently desribe and justify stages of the service process and identify factors that contribute to the quality of service. Students display a good attitude towards customer service.
Grade 1: Students are able to identify various customer situations and to analyse customer behaviour. They can desribe stages of the service process and identify factors that contribute to the quality of service. Students display a passable attitude towards customer service.
Assessment Methods
Assignments 70% (self-assessment, supervisor's assessment, peer assessment); analysis 30 %
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