Customer Service 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.

Content

- service, service quality
- critical moments, handling different customers
- internal customers
- service recovery situations, other special cases
- service gaps
- working in customer service

Materials

Pesonen, H-L., Lehtonen, J. & Toskala, A. 2002. Asiakaspalvelu vuorovaikutuksena or other material informed later.

Teaching methods

Lectures, excercises

Employer connections

None.

Exam schedules

N.A

International connections

N.A

Completion alternatives

Ei ole

Student workload

Total work load of the course: 80 h
- of which scheduled studies: 33 h
- of which autonomous studies: 47 h

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.

Qualifications

Marketing studies in virtual enterprise studies.