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
-
LITA23BBachelor of Business Administration, Business Management
-
LITA23ABachelor 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.