Customer Service

Structure Type:	Part of Course
Code:	KH18ASTP010
Type:	Compulsory
Level:	Bachelor
Credits:	3.0 points
Responsible Teacher:	Mäkinen-Laitila, Sari
Teacher Team:	Takamaa, Paula
Language of Instruction:	Finnish

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.

Student's Workload

Total work load of the course: 78 h.

Prerequisites / Recommended Optional Courses

No previous studies are required.

- Customer service as a profession
- The stages of a customer service situation
- Dealing with different kinds of customers
- Challenged situations in customer service
- What is charasteristic of customer service in libraries

Recommended or Required Reading

- Pesonen, Lehtonen ja Toskala. 2002. Asiakaspalvelu vuorovaikutuksena. Jyväskylä:PS-kustannus.
Availability: http://plari.amkit.fi/vwebv/holdingsInfo?sk=fi_EN&bibId=44009

- Lovio, Maisa. 2005. Kirjaston asiakaspalvelu. Helsinki: BTJ Kirjastopalvelu
Availability: http://plari.amkit.fi/vwebv/holdingsInfo?sk=fi_EN&bibId=67808

- Kirjasto 2012: Asiakkaan asialla. 2011. Toimittaneet Päivi Almgren ja Päivi Jokitalo. Helsinki: Avain.
Availability: http://plari.amkit.fi/vwebv/holdingsInfo?sk=fi_EN&bibId=99118

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

Mode of Delivery / Planned Learning Activities and Teaching Methods

Lectures, literature, interactive discussions, group work, recorded exercises of customer service situations, learning diary / a written exam.

Assessment Criteria

Will be announced at the beginning of the course.

Assessment Methods