Customer Experience as a Success Factor (3cr)

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. The student is able to analyze the diversity of how the customer experience is formed.

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

Soma part of these books:
Grönroos 2015. Palvelujen johtaminen ja markkinointi.
Gerdt ja Eskelinen, 2018. Digiajan asiakaskokemus. Oppia kansainvälisiltä huipuilta.
Bergström & Leppänen 2015. Yrityksen asiakasmarkkinointi.,
H-L., Lehtonen, J. ja Toskala, A. 2002. Asiakaspalvelu vuorovaikutuksena
or other material informed later.

Teaching methods

Lectures.
Teamwork.

Student workload

Lecturers, seminar and exam 25 hours.
Independent work 56 hours.

Assessment criteria, satisfactory (1)

The student has completed the assigned tasks and participated in the course. The student can define a service and its components, describe the stages of a service encounter, and identify the elements of service quality as well as service gaps. The student is able to perform as a customer service representative in both internal and external customer service. The student can recognize different customer situations and identify how the customer experience is formed.

Assessment criteria, good (3)

The student has completed the assigned tasks and has actively participated in the course. The student is proficient in defining a service and its components, describing the stages of a service encounter, and identifying the elements of service quality as well as service gaps. The student is able to perform as a customer service representative in both internal and external customer service. The student can recognize different customer situations and analyze the diversity in how the customer experience is formed.

Assessment criteria, excellent (5)

The student has completed the assigned tasks and has participated actively and constructively in the course. The student demonstrates excellent ability to define a service and its components, describe the stages of a service encounter, and identify the elements of service quality as well as service gaps. The student is able to perform as a customer service representative in both internal and external customer service. The student can recognize different customer situations and analyze the diversity in how the customer experience is formed.

Qualifications

Marketing studies in virtual enterprise studies.