Customer Service as a Success FactorLaajuus (3 cr)
Code: LT00CW03
Objective
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.
Content
- service, service quality
- critical moments, handling different customers
- internal customers
- service recovery situations, other special cases
- service gaps
- working in customer service
- digital customer service
- customer experience
Qualifications
Marketing studies in virtual enterprise studies.
Assessment criteria, satisfactory (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 criteria, good (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.
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.
Materials
Pesonen, H-L., Lehtonen, J. & Toskala, A. 2002. Asiakaspalvelu vuorovaikutuksena or other material informed later.
Enrollment
15.10.2021 - 03.01.2022
Timing
10.01.2022 - 31.03.2022
Credits
3 op
Teaching languages
- Finnish
Degree programmes
- Bachelor of Business Administration, Business Management
Teachers
- Kristiina Mutka-Vierula
Student groups
-
LITA21A
-
LITA21C
-
LITA21B
-
LITA21D
Objective
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.
Content
- service, service quality
- critical moments, handling different customers
- internal customers
- service recovery situations, other special cases
- service gaps
- working in customer service
- digital customer service
- customer experience
Materials
Soma part of these books:
Grönroos 2015. Palvelujen johtaminen ja markkinointi.
Gerdt ja Eskelinen, 2018. Digiajan asiakaskokemus. Oppia kansainvälisiltä huipuilta.
Bergström & Leppänen 2015. Yrityksen asiakasmarkkinointi.,
H-L., Lehtonen, J. ja Toskala, A. 2002. Asiakaspalvelu vuorovaikutuksena
or other material informed later.
Teaching methods
Lectures 20 h.
Teamwork.
Student workload
Total work load of the course: 80 h
Evaluation scale
1-5
Assessment criteria, satisfactory (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 criteria, good (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.
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.
Qualifications
Marketing studies in virtual enterprise studies.