Customer Service and Sales (5 cr)
Code: LT00BT72-3004
General information
- Enrollment
- 16.04.2022 - 07.09.2022
- Registration for the implementation has ended.
- Timing
- 10.10.2022 - 18.12.2022
- Implementation has ended.
- Number of ECTS credits allocated
- 5 cr
- Local portion
- 5 cr
- Mode of delivery
- Contact learning
- Unit
- SeAMK Business Management and SME Business Management
- Campus
- SeAMK Seinäjoki, Frami
- Teaching languages
- Finnish
- Degree programmes
- Bachelor of Business Administration, SME Business Management
- Teachers
- Kristiina Mutka-Vierula
- Course
- LT00BT72
Evaluation scale
1-5
Objective
The student is able to define the service, its quality and their components. The student is able to explain the stages of the service and sales event and the role of sales in the marketing communication as a whole. The student is able to identify service gaps and elements of service quality in both personal and digital services. The student is able to evaluate the success of customer service and sales both for the client and for his / her own business. The student is able to plan sales work and its management.
Content
- Service and sales event and their phases
- Digital service
- Challenging customer situations
- Communicating with different clients
- Quality of service
- Communication and interaction in customer service situations
- The role of sales in marketing communications
- Sales Management Areas
Materials
Opettajan ilmoittama materiaali
Soveltuvin osin seuraavat teokset: Grönroos C. 2015. Palvelujen johtaminen ja markkinointi, Löytänä J. ja Kortesuo K. 2011. Asiakaskokemus, palvelubisneksestä kokemusbisnekseen. Pesonen, H-L, Lehtonen J. ja Toskala A. 2002. Asiakaspalvelu vuorovaikutuksena. Hänti S., Kairisto-Mertanen L., Kock H. 2016. Oivaltava myyyntityö. Asiakkaana organisaatio.
Teaching methods
Opintojakso toteutetaan flippaus-menetelmällä. Valtaosa opiskelusta on itsenäistä.
Student workload
Opiskelijan kokonaistyömäärä on noin 130 tuntia. Siitä lähiopetusta on 4 tuntia ja loput verkko-opetusta.
Assessment criteria, satisfactory (1)
The student has completed the given tasks. The student is able to define the service, its quality and their components. The student is able to explain the stages of the service and sales event and the role of sales in the marketing communication as a whole. The student is able to identify service gaps and elements of service quality in both personal and digital services. The student is able to compare to some extent the success of customer service and sales both for the client and for his / her own business.
Assessment criteria, good (3)
The student has completed the given tasks well. The student is able to define the service, its quality and their components. The student is able to explain the stages of the service and sales event and the role of sales in the marketing communication as a whole. The student is able to identify service gaps and elements of service quality in both personal and digital services. The student is able to evaluate the success of customer service and sales both for the client and for his / her own business.
Assessment criteria, excellent (5)
The student has performed the assignments excellently. The student is able to define the service, its quality and their components. The student is able to explain the stages of the service and sales event and the role of sales in the marketing communication as a whole. The student is able to identify service gaps and elements of service quality in both personal and digital services. The student is able to evaluate the success of customer service and sales both for the client and for his / her own business. The student is able to plan sales work and its management.