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Customer experience as a success factor (3 cr)

Code: LT00DB12-3002

General information


Enrollment

13.11.2023 - 17.01.2024

Timing

08.01.2024 - 03.03.2024

Credits

3 op

Teaching languages

  • Finnish

Degree programmes

  • Bachelor of Business Administration, Business Management

Teachers

  • Elina Ojala

Student groups

  • LITA23B
    Bachelor of Business Administration, Business Management
  • LITA23A
    Bachelor of Business Administration, Business Management

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
- digital customer service
- customer experience

Evaluation scale

1-5

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 behavior from the perspective of customer service.

Assessment criteria, good (3)

The student has done the work 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 behavior from the perspective of customer service.

Assessment criteria, excellent (5)

The student has done the work thoroughly 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 behavior from the perspective of customer service.

Qualifications

Marketing studies in virtual enterprise studies.