Study Guide

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.

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 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.

Assessment methods and criteria

Independent assignments, peer-reviews, Moodle-tests.

Qualifications

Marketing studies in virtual enterprise studies.