Customer Experience as a Success Factor (3 cr)
Code: LT00DC12-3003
General information
- Enrollment
- 22.04.2024 - 28.10.2024
- Registration for the implementation has ended.
- Timing
- 04.11.2024 - 18.12.2024
- Implementation has ended.
- Number of ECTS credits allocated
- 3 cr
- Local portion
- 0 cr
- Virtual portion
- 3 cr
- Mode of delivery
- Distance learning
- Unit
- SeAMK Business Management and SME Business Management
- Campus
- SeAMK Seinäjoki, Frami
- Teaching languages
- Finnish
- Seats
- 0 - 100
- Degree programmes
- Bachelor of Business Administration, Business Management
- Teachers
- Katri Juppi
- Groups
-
MLITA24Bachelor of Business Administration, Business Management, Multimodal implementation
- Course
- LT00DC12
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
- digital customer service
- customer experience
Materials
Pesonen, H-L., Lehtonen, J. & Toskala, A. 2002. Asiakaspalvelu vuorovaikutuksena.
Valvio, T. 2010. Palvelutapahtuma ja asiakkaan kohtaaminen. Kauppakamari.
Online articles.
In addition other material informed later.
Teaching methods
Material in Moodle, independent studying, peer-reviews.
Independent online course.
Exam schedules
No exam.
Student workload
3 x 27 = 81h.
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.