Customer Services in Tourism (5cr)

Objective

Students will be able to carry out sales, guiding and advisory tasks with different customers and customer groups. They will be proficient in compiling basic business correspondence using the appropriate form of language.
The students will be proficient in various working life situations requiring written and spoken communication. They will master the principles of academic writing and the use of references and sources.

Content

Principles of communication, different spoken and customer service situations.
Selling, guiding and advising
Service system parts
Service situations
Planning the service process
Various working life situations requiring spoken and written communication.

Assessment criteria, excellent (5)

The students know how to work independently in a goal and customer -oriented manner in customer situations in a way that develops working life. They know how to use customer service communication and information retrieval tools in a variety of ways.

Assessment criteria, good (3)

The students are able to serve customers independently and in the spirit of good service. They behave and work accordingly in different situations and can adapt their work to suit the situation and customers.

Assessment criteria, satisfactory (1)

The students are able to participate in serving customers under supervision. They are proficient in using IT for producing and sending/delivering documents to customers and other interest groups.

Further information

T&K opintoja 2-3 op.