Customer Service (3 cr)
Code: AM00BG89-3009
General information
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
- 31.10.2023 09:00 - 11:30, Asiakkaan kohtaaminen AM00BG89-3009
- 15.11.2023 09:00 - 11:30, Asiakkaan kohtaaminen AM00BG89-3009
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.