Customer Service Culture (3cr)

Objective

Students will be proficient in the basics of customer service, understanding its value in business operations. They will improve their knowledge, skills and profiency for work in customer service tasks in different organizations.

Content

Main features and basic requirements of customer service production
Service culture and process
Service quality
Profitable customer service
First impression, service by telephone
Safety in customer service
Different types of customer
Customer feedback, handling complaints and complainers

Assessment criteria, excellent (5)

The students demonstrate an excellent knowledge of service situation planning and the concepts of customer service and can apply them in practical situations. The portfolio displays the ability to analyse and create development proposals from service significance as a company's method of competing. The students display the ability to think widely, with a solution and development oriented approach. The students use an extensive variety and number of sources.

Assessment criteria, good (3)

The students demonstrate their knowledge of service situation planning and the concepts of customer service and can apply them in practical situations. Their portfolios display knowledge of the significance of service as a company's method of competing and can analyse and suggest service development methods. The students use a variety of sources.

Assessment criteria, satisfactory (1)

The students demonstrate an incomplete knowledge of service situation planning and the concepts of customer service. Their portfolios display knowledge of the significance of service and the ability to recognise service development methods. The students use a limited amount of sources.