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Customer Contacts (3 cr)

Code: AT00BH26-3005

General information


Enrollment

01.12.2023 - 31.01.2024

Timing

01.01.2024 - 31.07.2024

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

  • Peter Stricker

Groups

  • ATA23S
    ATA23S
  • 05.04.2024 10:00 - 11:30, Customer Contacts AT00BH26-3005
  • 09.04.2024 08:15 - 09:45, Customer Contacts AT00BH26-3005
  • 12.04.2024 10:00 - 11:45, Customer Contacts AT00BH26-3005
  • 16.04.2024 08:15 - 09:45, Customer Contacts AT00BH26-3005
  • 19.04.2024 10:00 - 11:45, Customer Contacts AT00BH26-3005
  • 23.04.2024 12:30 - 15:30, Customer Contacts AT00BH26-3005
  • 29.04.2024 12:30 - 14:00, Customer Contacts AT00BH26-3005
  • 30.04.2024 10:00 - 11:30, Customer Contacts AT00BH26-3005
  • 06.05.2024 09:00 - 11:30, Customer Contacts AT00BH26-3005
  • 07.05.2024 10:00 - 11:30, Customer Contacts AT00BH26-3005
  • 08.05.2024 10:00 - 11:30, Customer Contacts AT00BH26-3005
  • 14.05.2024 12:30 - 15:30, Customer Contacts AT00BH26-3005
  • 15.05.2024 12:30 - 15:30, Customer Contacts AT00BH26-3005

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.