Customer Contacts (3 cr)
Code: AT00BH26-3006
General information
- Enrollment
-
30.12.2024 - 26.01.2025
Registration for the implementation has ended.
- Timing
-
01.01.2025 - 31.05.2025
Implementation has ended.
- Number of ECTS credits allocated
- 3 cr
- Local portion
- 3 cr
- Mode of delivery
- Contact learning
- Unit
- Business
- Teaching languages
- English
- Degree programmes
- Bachelor’s Degree in Tourism
Realization has 15 reservations. Total duration of reservations is 26 h 15 min.
| Time | Topic | Location |
|---|---|---|
|
Mon 31.03.2025 time 12:45 - 14:15 (1 h 30 min) |
Customer Contacts AT00BH26-3006 |
TA12L129
TA12L129
|
|
Tue 01.04.2025 time 14:30 - 16:00 (1 h 30 min) |
Customer Contacts AT00BH26-3006 |
TA12L129
TA12L129
|
|
Wed 09.04.2025 time 14:30 - 16:00 (1 h 30 min) |
Customer Contacts AT00BH26-3006 |
TA12L129
TA12L129
|
|
Tue 15.04.2025 time 12:45 - 14:15 (1 h 30 min) |
Customer Contacts AT00BH26-3006 |
TA12L127
TA12L127
|
|
Thu 17.04.2025 time 12:45 - 14:15 (1 h 30 min) |
Customer Contacts AT00BH26-3006 |
TA11L159 Matkailu
TA11L159 Matkailu
|
|
Wed 23.04.2025 time 14:30 - 16:00 (1 h 30 min) |
Customer Contacts AT00BH26-3006 |
TA12L129
TA12L129
|
|
Thu 24.04.2025 time 14:30 - 16:00 (1 h 30 min) |
Customer Contacts AT00BH26-3006 |
TA11L159 Matkailu
TA11L159 Matkailu
|
|
Tue 29.04.2025 time 10:15 - 11:45 (1 h 30 min) |
Customer Contacts AT00BH26-3006 |
TA12L120
TA12L120
|
|
Fri 02.05.2025 time 09:30 - 11:45 (2 h 15 min) |
Customer Contacts AT00BH26-3006 |
TA11L159 Matkailu
TA11L159 Matkailu
|
|
Fri 02.05.2025 time 12:45 - 14:15 (1 h 30 min) |
Customer Contacts AT00BH26-3006 |
TA11L159 Matkailu
TA11L159 Matkailu
|
|
Tue 06.05.2025 time 09:15 - 10:45 (1 h 30 min) |
Customer Contacts AT00BH26-3006 |
TA12L130
TA12L130
|
|
Thu 08.05.2025 time 12:45 - 14:15 (1 h 30 min) |
Customer Contacts AT00BH26-3006 |
TA12L127
TA12L127
|
|
Tue 13.05.2025 time 12:45 - 16:00 (3 h 15 min) |
Customer Contacts AT00BH26-3006 |
TA21L117 Älysali
TA21L117 Älysali
TA21L159 TA21L159 |
|
Tue 20.05.2025 time 14:30 - 16:00 (1 h 30 min) |
Customer Contacts AT00BH26-3006 |
TA12L128
TA12L128
|
|
Wed 21.05.2025 time 09:00 - 11:45 (2 h 45 min) |
Customer Contacts AT00BH26-3006 |
TA12L129
TA12L129
|
Evaluation scale
0 - 5
Content scheduling
Defining customer services
The customer journey
Complaint management
Accessible customer services
Customer contacts: selling, guiding, advising
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
Materials
Material provided by the lecturer
Teaching methods
Lectures, group work, workshops
Employer connections
Cooperation with KAMK tourism projects (e.g. ESMATKA)
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.