Study Guide

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

Materials

Material provided by the lecturer

Teaching methods

Lectures, group work, workshops

Employer connections

Cooperation with KAMK tourism projects (e.g. ESMATKA)

Content scheduling

Defining customer services
The customer journey
Complaint management
Accessible customer services
Customer contacts: selling, guiding, advising

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.

Assessment criteria, excellent (5)

The student is fully aware of the differences between customer service and customer experience. They can critically apply several ways to measure service quality. The student can name the latest changes in customer service and assess their effect on tourism companies. The student has experienced how to make tourism accessible for customers with special needs and has guided and instructed other students in group and trust-building exercises and can apply the experiences on tourism product development.

Toteutuksen arviointikriteerit, hyvä (3-4)

The student is aware of the differences between customer service and customer experience. They can name several ways to measure service quality and assess them. The student can state the latest changes in customer service. The student has experienced how to make tourism accessible for customers with special needs and has guided and instructed other students in group and trust-building exercises and can somehow apply their own experiences in tourism product development.

Assessment criteria, satisfactory (1)

The student is somehow aware of the differences between customer service and customer experience. They can name a few ways to measure service quality. The student can state some of the latest changes in customer service. The student has experienced how to make tourism accessible for customers with special needs and has guided and instructed other students in group and trust-building exercises.