Customer Service (5cr)

Evaluation scale

1-5

Content scheduling

• palvelu
• palvelun laatu ja palvelukuilut
• palvelutapahtuma, asiakkaan kohtaaminen
• palvelutuote
• asiakaspalvelijana toimiminen
• sisäinen asiakas
• palvelun normalisointi ja muut erikoistilanteet
• erilaisten asiakkaiden käsittely
• asiakaspalvelun ajankohtaiset teemat

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.

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
- Current themes of the customer service

Materials

.

Teaching methods

Luennot, harjoitukset, ryhmäesitelmät, workshopit

Student workload

Opiskelijan työmäärä yhteensä noin 133 h. Kontaktiopetusta 30 h ja itsenäistä opiskelua n. 103 h

Assessment criteria, satisfactory (1)

Satisfactory (2-1): 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)

Good (4-3): 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)

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

Qualifications

No prerequisites.