Customer Service as a Success Factor (3cr)
Code: LTYA101-1
General information
- Enrollment
- 20.08.2015 - 07.09.2015
- Registration for the implementation has ended.
- Timing
- 09.09.2015 - 01.11.2015
- Implementation has ended.
- Number of ECTS credits allocated
- 3 cr
- Local portion
- 3 cr
- Mode of delivery
- Contact learning
- Degree programmes
- Bachelor of Business Administration, Business Management
- Teachers
- Johanna Koivula
- Salla Kettunen
- Jenny Janhunen
- Course
- LTYA101
Evaluation scale
1-5
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
Materials
Pesonen, H-L., Lehtonen, J. & Toskala, A. 2002. Asiakaspalvelu vuorovaikutuksena or other material informed later.
Teaching methods
Lectures, excercises
Employer connections
None.
Student workload
Total work load of the course: 80 h
- of which scheduled studies: 36 h
- of which autonomous studies: 44 h
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.