Customer ServiceLaajuus (3 cr)
Code: AM00BG89
Credits
3 op
Objective
The student: is able to explain the concepts of service and hospitality, and apply them in practice. Recognizes own role in service tasks and knows how to modify customer service abilities in different customer situations. Knowing how to evaluate the customer's service path.
Content
Structured service system
Hospitality
Customer service and roles at work
Occurrence (eg. interaction nonverbal and verbal communication)
Basics of a convincing presentation
Meeting the customer and challenging customer service situations
Path of Customer service
Mystery Shopping
Materials
The learning materials are available on Moodle.
Assessment criteria, approved/failed
Pass:
The student is able to work in customer service in a customer and goal-oriented manner and independently with a developmental approach to their work. Student is able to explain the customer service path and can evaluate it from the customer’s point of view. The student is able to conduct discussions in different customer service situations.
Fail:
The student is unable to work in service situations and are unable to understand the service system as a whole.
Enrollment
28.09.2024 - 27.10.2024
Timing
28.10.2024 - 31.12.2024
Number of ECTS credits allocated
3 op
Mode of delivery
Contact teaching
Unit
Business
Teaching languages
- Finnish
Degree programmes
- Bachelor’s Degree in Tourism
Teachers
- Katja-Mari Kärkkäinen
Groups
-
AMA24SAMA24S
Objective
The student: is able to explain the concepts of service and hospitality, and apply them in practice. Recognizes own role in service tasks and knows how to modify customer service abilities in different customer situations. Knowing how to evaluate the customer's service path.
Content
Structured service system
Hospitality
Customer service and roles at work
Occurrence (eg. interaction nonverbal and verbal communication)
Basics of a convincing presentation
Meeting the customer and challenging customer service situations
Path of Customer service
Mystery Shopping
Evaluation scale
0 - 5
Assessment criteria, approved/failed
Pass:
The student is able to work in customer service in a customer and goal-oriented manner and independently with a developmental approach to their work. Student is able to explain the customer service path and can evaluate it from the customer’s point of view. The student is able to conduct discussions in different customer service situations.
Fail:
The student is unable to work in service situations and are unable to understand the service system as a whole.
Enrollment
01.12.2023 - 31.01.2024
Timing
01.01.2024 - 31.07.2024
Number of ECTS credits allocated
3 op
Mode of delivery
Contact teaching
Unit
Business
Teaching languages
- Finnish
Degree programmes
- Bachelor’s Degree in Tourism
Teachers
- Annamaija Juntunen
Groups
-
AMM24KAMM24K
Objective
The student: is able to explain the concepts of service and hospitality, and apply them in practice. Recognizes own role in service tasks and knows how to modify customer service abilities in different customer situations. Knowing how to evaluate the customer's service path.
Content
Structured service system
Hospitality
Customer service and roles at work
Occurrence (eg. interaction nonverbal and verbal communication)
Basics of a convincing presentation
Meeting the customer and challenging customer service situations
Path of Customer service
Mystery Shopping
Evaluation scale
0 - 5
Assessment criteria, approved/failed
Pass:
The student is able to work in customer service in a customer and goal-oriented manner and independently with a developmental approach to their work. Student is able to explain the customer service path and can evaluate it from the customer’s point of view. The student is able to conduct discussions in different customer service situations.
Fail:
The student is unable to work in service situations and are unable to understand the service system as a whole.
Enrollment
01.08.2023 - 30.09.2023
Timing
30.10.2023 - 15.12.2023
Number of ECTS credits allocated
3 op
Mode of delivery
Contact teaching
Unit
Business
Teaching languages
- Finnish
Degree programmes
- Bachelor’s Degree in Tourism
Teachers
- Annamaija Juntunen
Groups
-
AMA23SAMA23S
Objective
The student: is able to explain the concepts of service and hospitality, and apply them in practice. Recognizes own role in service tasks and knows how to modify customer service abilities in different customer situations. Knowing how to evaluate the customer's service path.
Content
Structured service system
Hospitality
Customer service and roles at work
Occurrence (eg. interaction nonverbal and verbal communication)
Basics of a convincing presentation
Meeting the customer and challenging customer service situations
Path of Customer service
Mystery Shopping
Evaluation scale
0 - 5
Assessment criteria, approved/failed
Pass:
The student is able to work in customer service in a customer and goal-oriented manner and independently with a developmental approach to their work. Student is able to explain the customer service path and can evaluate it from the customer’s point of view. The student is able to conduct discussions in different customer service situations.
Fail:
The student is unable to work in service situations and are unable to understand the service system as a whole.
Enrollment
02.12.2022 - 28.02.2023
Timing
01.01.2023 - 31.07.2023
Number of ECTS credits allocated
3 op
Mode of delivery
Contact teaching
Unit
Business
Teaching languages
- Finnish
Degree programmes
- Bachelor’s Degree in Tourism
Teachers
- Annamaija Juntunen
Groups
-
AMM23KAMM23K
Objective
The student: is able to explain the concepts of service and hospitality, and apply them in practice. Recognizes own role in service tasks and knows how to modify customer service abilities in different customer situations. Knowing how to evaluate the customer's service path.
Content
Structured service system
Hospitality
Customer service and roles at work
Occurrence (eg. interaction nonverbal and verbal communication)
Basics of a convincing presentation
Meeting the customer and challenging customer service situations
Path of Customer service
Mystery Shopping
Evaluation scale
0 - 5
Assessment criteria, approved/failed
Pass:
The student is able to work in customer service in a customer and goal-oriented manner and independently with a developmental approach to their work. Student is able to explain the customer service path and can evaluate it from the customer’s point of view. The student is able to conduct discussions in different customer service situations.
Fail:
The student is unable to work in service situations and are unable to understand the service system as a whole.
Enrollment
01.08.2022 - 31.12.2022
Timing
31.10.2022 - 15.12.2022
Number of ECTS credits allocated
3 op
Mode of delivery
Contact teaching
Unit
Business
Teaching languages
- Finnish
Degree programmes
- Bachelor’s Degree in Tourism
Teachers
- Katja-Mari Kärkkäinen
- Annamaija Juntunen
Groups
-
AMA22SAMA22S
Objective
The student: is able to explain the concepts of service and hospitality, and apply them in practice. Recognizes own role in service tasks and knows how to modify customer service abilities in different customer situations. Knowing how to evaluate the customer's service path.
Content
Structured service system
Hospitality
Customer service and roles at work
Occurrence (eg. interaction nonverbal and verbal communication)
Basics of a convincing presentation
Meeting the customer and challenging customer service situations
Path of Customer service
Mystery Shopping
Evaluation scale
0 - 5
Assessment criteria, approved/failed
Pass:
The student is able to work in customer service in a customer and goal-oriented manner and independently with a developmental approach to their work. Student is able to explain the customer service path and can evaluate it from the customer’s point of view. The student is able to conduct discussions in different customer service situations.
Fail:
The student is unable to work in service situations and are unable to understand the service system as a whole.
Enrollment
01.12.2021 - 31.12.2022
Timing
01.08.2022 - 25.12.2022
Number of ECTS credits allocated
3 op
Mode of delivery
Contact teaching
Unit
Business
Teaching languages
- Finnish
Degree programmes
- Bachelor’s Degree in Tourism
Teachers
- Katja-Mari Kärkkäinen
- Annamaija Juntunen
Groups
-
AMM22KAMM22K
Objective
The student: is able to explain the concepts of service and hospitality, and apply them in practice. Recognizes own role in service tasks and knows how to modify customer service abilities in different customer situations. Knowing how to evaluate the customer's service path.
Content
Structured service system
Hospitality
Customer service and roles at work
Occurrence (eg. interaction nonverbal and verbal communication)
Basics of a convincing presentation
Meeting the customer and challenging customer service situations
Path of Customer service
Mystery Shopping
Evaluation scale
0 - 5
Assessment criteria, approved/failed
Pass:
The student is able to work in customer service in a customer and goal-oriented manner and independently with a developmental approach to their work. Student is able to explain the customer service path and can evaluate it from the customer’s point of view. The student is able to conduct discussions in different customer service situations.
Fail:
The student is unable to work in service situations and are unable to understand the service system as a whole.