Customer service (2cr)

Evaluation scale

1-5

Content scheduling

ASIAKASPALVELU MENETYSTEKIJÄNÄ
1. Kurssin esittely, suorittaminen ja johdatus aihealueeseen
2. Palveluiden luonne, -laatu, laadun johtaminen ja asiakassuhteet
3. Arvon tuotanto asiakaspalvelutilanteessa
4. Vuorovaikutuspsykologia
5. Asiakaspalveluviestintä ( Neuvottelu, kuunteleminen, suullinen viestintä)
6. TENTTI (VIIMEINEN LUENTOKERTA

Objective

Students will learn to
- identify various customer situations and analyse customer behaviour
- describe stages of a service process and identify factors that conribute to the quality of service
- exhibit a customer-friendly attitude both in internal and external customer service

Content

- service, quality of service, service gaps
- service event
- interaction with customers, encountering a variety of customers
- service recovery and other special challenges
- working as a customer servant

Materials

Hanna-Leena Pesonen, Jaakko Lehtonen & Antero Toskala (2002) Asiakaspalvelu vuorovaikutuksena: PS Kustannus

Teaching methods

Luennot, Harjoitukset ja Itsenäinen opiskelu

Exam schedules

Tentti viimeisellä lähiopetuskerralla

International connections

Ei ole

Completion alternatives

Ei Valinnaisia suoritustapoja

Student workload

Työmäärä yhteensä: noin xx h
- mistä työjärjestyksessä olevaa opiskelua: xx h
- mistä itsenäistä opiskelua: 30 h

Assessment criteria, satisfactory (1)

Grade 1: Students are able to identify various customer situations and to analyse customer behaviour. They can desribe stages of the service process and identify factors that contribute to the quality of service. Students display a passable attitude towards customer service.

Assessment criteria, good (3)

Grade 3: Students have good competence in identifying various customer situations and in analysing customer behaviour. They can competently desribe and justify stages of the service process and identify factors that contribute to the quality of service. Students display a good attitude towards customer service.

Assessment criteria, excellent (5)

Grade 5: Students have excellent competence in identifying various customer situations and in analysing customer behaviour. They can competently desribe and justify stages of the service process and identify all factors that contribute to the quality of service. Students display an excellent attitude towards customer service.

Qualifications

Not required