Study Guide

Objective

The student 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 taking service quality aspects into account.
Through practical exercises and examples, the student will understand the special needs of handicapped guests and learns to consider them during the service design process.
Even well-planned service situations might go wrong. Therefore, the student will learn how to deal with complaints.
The student will understand the significance of sales as a part of customer service and will have the possibility to practise their guiding and instructing skills.

Content

Defining customer services and contacts
The customer journey - developing the customer service path
Measuring service quality
Service design essentials
Customer service made accessible
Complaint management
Customer contacts: selling, guiding and advising

Evaluation scale

0 - 5