Customer ContactsLaajuus (5 cr)
Code: AT00BY82
Credits
5 op
Teaching language
- English
Objective
The students will be able to develop their skills in dealing with customers in different work based customer service situations. They will learn to perceive the customer service path from the point of view of the customer. The students will understand the significance of sales as a part of customer service
Content
How the service system is structured
Customer service: sales, guiding and advising
Planning a customer-oriented service process
Customer service blueprinting and service design basics
Assessment criteria, approved/failed
Pass/Fail
Pass: The students are able to work in customer service in a customer and goal-oriented manner and independently with a developmental approach to their work. They are able to explain the customer service path and can evaluate it from the customer’s point of view. The students are able to conduct sales discussions in different customer service situations.
Fail: The students are unable to work in service situations and are unable to understand the service system as a whole.
Enrollment
01.12.2022 - 31.01.2023
Timing
20.03.2023 - 31.05.2023
Number of ECTS credits allocated
5 op
Mode of delivery
Contact teaching
Unit
Business
Teaching languages
- English
Degree programmes
- Bachelor’s Degree in Tourism
Teachers
- Peter Stricker
Groups
-
ATA22SATA22S
Objective
The students will be able to develop their skills in dealing with customers in different work based customer service situations. They will learn to perceive the customer service path from the point of view of the customer. The students will understand the significance of sales as a part of customer service
Content
How the service system is structured
Customer service: sales, guiding and advising
Planning a customer-oriented service process
Customer service blueprinting and service design basics
Evaluation scale
0 - 5
Assessment criteria, approved/failed
Pass/Fail
Pass: The students are able to work in customer service in a customer and goal-oriented manner and independently with a developmental approach to their work. They are able to explain the customer service path and can evaluate it from the customer’s point of view. The students are able to conduct sales discussions in different customer service situations.
Fail: The students are unable to work in service situations and are unable to understand the service system as a whole.
Enrollment
01.08.2022 - 30.09.2022
Timing
01.08.2022 - 31.12.2022
Number of ECTS credits allocated
5 op
Mode of delivery
Contact teaching
Unit
Business
Teaching languages
- English
Degree programmes
- Bachelor’s Degree in Tourism
Teachers
- Peter Stricker
Groups
-
ATA21SATA21S
Objective
The students will be able to develop their skills in dealing with customers in different work based customer service situations. They will learn to perceive the customer service path from the point of view of the customer. The students will understand the significance of sales as a part of customer service
Content
How the service system is structured
Customer service: sales, guiding and advising
Planning a customer-oriented service process
Customer service blueprinting and service design basics
Evaluation scale
0 - 5
Assessment criteria, approved/failed
Pass/Fail
Pass: The students are able to work in customer service in a customer and goal-oriented manner and independently with a developmental approach to their work. They are able to explain the customer service path and can evaluate it from the customer’s point of view. The students are able to conduct sales discussions in different customer service situations.
Fail: The students are unable to work in service situations and are unable to understand the service system as a whole.