Customer Service (3cr)

Code: 4A00CW82-3004

General information

Enrollment: 11.11.2024 - 19.02.2025; Registration for the implementation has ended.

Timing: 03.03.2025 - 16.05.2025; 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 Library and Information Services

Campus: SeAMK Seinäjoki, Frami

Teaching languages: Finnish

Seats: 0 - 200

Degree programmes: Bachelor of Business Administration, Library and Information Services

Teachers: Terhi Mustakangas

Scheduling groups: Avoin AMK (Ei koske tutkinto-opiskelijaa) (Size: 10 . Open UAS : 10.); Ristiinopiskelu (Size: 0 . Open UAS : 0.)

Groups: KITI24
Bachelor of Business Administration, Library and Information Services

Small groups: Open UAS (Doesn't apply to degree student); Cross Studies

Course: 4A00CW82

Evaluation scale

1-5

Objective

After the course the student is able to define the stages of a customer service situation. S/he is able to put in practice the theory of customer service. The student is able to evaluate the meaning of a good customer service as a factor of customer satisfaction.
The student can define a service product 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 in a library. The student is aware of current themes of the customer service. Students are able to assess the needs of clients from different cultural backgrounds.

Content

- Service
- Service quality and quality gaps
- The stages of a customer service situation , handling customers
- service products
- working in customer service in a library
- internal customers
- Service recovery and other special situations
- Dealing with different kinds of customers

Teaching methods

Luentonauhoitteet ja tehtävät Moodlessa viikosta 10 alkaen.
Aikataulutettua verkko-opetusta kaksi kertaa huhtikuussa 2025.

Student workload

Opiskelijan keskimääräinen ajankäyttö on n. 80 tuntia.

Assessment criteria, satisfactory (1)

The student has done the work and participated as instructed. The student can define a service product 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 in a library. The student is aware of current themes of the customer service.

Assessment criteria, good (3)

The student has done the work well and participated actively. The student can define a service product 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 in a library. The student is aware of current themes of the 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 a service product 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 in a library. The student is aware of current themes of the customer service