Customer Contacts (3 cr)
Code: AT00BH26-3005
General information
- Enrollment
-
01.12.2023 - 31.01.2024
Registration for the implementation has ended.
- Timing
-
01.01.2024 - 31.07.2024
Implementation has ended.
- Number of ECTS credits allocated
- 3 cr
- Local portion
- 3 cr
- Mode of delivery
- Contact learning
- Unit
- Business
- Teaching languages
- Finnish
- Degree programmes
- Bachelor’s Degree in Tourism
Realization has 2 reservations. Total duration of reservations is 6 h 0 min.
| Time | Topic | Location |
|---|---|---|
|
Tue 14.05.2024 time 12:30 - 15:30 (3 h 0 min) |
Customer Contacts AT00BH26-3005 |
TA12L119
TA12L119
|
|
Wed 15.05.2024 time 12:30 - 15:30 (3 h 0 min) |
Customer Contacts AT00BH26-3005 |
TA12L119
TA12L119
|
Objective
The students will be able to develop their skills in dealing with customers in different work based customer service situations. They will learn to perceive the customer service path from the point of view of the customer. The students will understand the significance of sales as a part of customer service.
Content
How the service system is structured
Customer service: sales, guiding and advising
Planning a customer-oriented service process
Customer service blueprinting and service design basics
Evaluation scale
0 - 5
Assessment criteria, approved/failed
Pass/Fail
Pass: The students are able to work in customer service in a customer and goal-oriented manner and independently with a developmental approach to their work. They are able to explain the customer service path and can evaluate it from the customer’s point of view. The students are able to conduct sales discussions in different customer service situations.
Fail: The students are unable to work in service situations and are unable to understand the service system as a whole.
Objective
The students will be able to develop their skills in dealing with customers in different work based customer service situations. They will learn to perceive the customer service path from the point of view of the customer. The students will understand the significance of sales as a part of customer service.
Content
How the service system is structured
Customer service: sales, guiding and advising
Planning a customer-oriented service process
Customer service blueprinting and service design basics