Customer service (2cr)

Evaluation scale

1-5

Objective

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

Content

- 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

Materials

Case material: further information at the beginning of the course

Teaching methods

Lectures, assignments

Student workload

Student's workload 54 hours

Assessment criteria, satisfactory (1)

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 criteria, good (3)

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.

Assessment criteria, excellent (5)

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.

Qualifications

Not required