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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.

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