Customer Experience as a Success Factor (3cr)
Course unit code: LT00DC12
General information
- Credits
- 3 cr
- Teaching language
- Finnish
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. The student is able to analyze the complexity of how customer experience is formed.
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
Fundamentals of marketing
Assessment criteria, satisfactory (1)
The student has completed the assigned tasks and participated in the course. The student can define a service and its components, describe the stages of the service encounter, and identify the elements of service quality as well as service gaps. The student is able to act as a customer service representative in both internal and external customer service. The student can recognize different customer situations and identify how customer experience is formed.
Assessment criteria, good (3)
The student has completed the assigned tasks well and has actively participated in the course. The student can clearly define a service and its components, describe the stages of the service encounter, and identify the elements of service quality as well as service gaps. The student is able to act as a customer service representative in both internal and external customer service. The student can recognize different customer situations and identify the diversity involved in the formation of customer experience.
Assessment criteria, excellent (5)
The student has completed the assigned tasks with excellent results and has participated actively and constructively in the course. The student can expertly define a service and its components, describe the stages of the service encounter, and identify the elements of service quality as well as service gaps. The student is able to act as a customer service representative in both internal and external customer service. The student can recognize different customer situations and analyze the diverse factors that shape the customer experience.
Materials
Pesonen, H-L., Lehtonen, J. & Toskala, A. 2002. Asiakaspalvelu vuorovaikutuksena or other material informed later.