Customer ServiceLaajuus (3 cr)

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.

Execution methods

In the day implementation: Teaching is face-to-face teaching at the times indicated in the work schedule.

In multiform implementation: Teaching is face-to-face teaching at the times indicated in the work schedule. Part of the teaching is organized in Kajaani as contact teaching and part through Teams. As a rule, it is not possible to participate in Kajaani's contact teaching days remotely. Lectures are not recorded.

Accomplishment methods

In the day implementation: The course includes lectures and practical exercises. The teaching is organized as face-to-face teaching. Passing the course requires completing the given practice tasks. The course does not include an alternative method of completion, but previous skills can be recognized and recognized.

In multiform implementation: The course includes lectures and exercises. Passing the course requires doing the given exercises. The course requires 80 hours of student work. The course does not include an alternative method of completion, but previous competence can be recognized and acknowledged.