Customer Understanding and Service Skills in Tourism (5 cr)
Code: AM00CS84-3001
General information
- Enrollment
-
02.07.2025 - 31.07.2025
Registration for introductions has not started yet.
- Timing
-
01.08.2025 - 31.12.2025
The implementation has not yet started.
- Number of ECTS credits allocated
- 5 cr
- Local portion
- 5 cr
- Mode of delivery
- Contact learning
- Unit
- Business
- Teaching languages
- Finnish
- Degree programmes
- Bachelor’s Degree in Tourism
Realization has 5 reservations. Total duration of reservations is 7 h 30 min.
| Time | Topic | Location |
|---|---|---|
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Fri 26.09.2025 time 09:00 - 10:30 (1 h 30 min) |
Asiakasymmärrys- ja palveluosaaminen matkailualalla AM00CS84-3001 |
Teams opetus
|
|
Sat 27.09.2025 time 10:45 - 12:15 (1 h 30 min) |
Asiakasymmärrys- ja palveluosaaminen matkailualalla AM00CS84-3001 |
Teams
|
|
Sat 25.10.2025 time 09:45 - 11:15 (1 h 30 min) |
Asiakasymmärrys- ja palveluosaaminen matkailualalla AM00CS84-3001 |
Teams
|
|
Fri 21.11.2025 time 10:15 - 11:45 (1 h 30 min) |
Asiakasymmärrys- ja palveluosaaminen matkailualalla AM00CS84-3001 |
Teams
|
|
Thu 11.12.2025 time 11:15 - 12:45 (1 h 30 min) |
Asiakasymmärrys- ja palveluosaaminen matkailualalla AM00CS84-3001 |
TA11L159 Matkailu
TA11L159 Matkailu
|
Objective
Students will be able to explain the concepts of service and hospitality and apply them in practice. Students will be able to identify their own role in service tasks, adapt to different customer service situations and evaluate the customer service pathway.
Content
Structured service system
Hospitality ( Five dimensions)
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, excellent (5)
The student can proficiently and comprehensively utilize the concepts of service expertise and hospitality.
The student can integrate the knowledge and skills acquired into coherent wholes: able to act in a customer-centric, goal-oriented, and workplace-developing manner.
The student can operate independently, responsibly, proactively, and flexibly in any learning and operational environment.
Assessment criteria, good (3)
The student can identify, describe, and justify the concepts of service expertise and hospitality.
The student can select appropriate methods in customer-centric and goal-oriented workplace situations.
The student can operate independently and responsibly in various learning and operational environments.
Assessment criteria, satisfactory (1)
The student can utilize key individual concepts of service expertise and hospitality.
The student can act appropriately, although the actions are still uncertain.
The student can operate under guidance adequately in various learning and operational environments.
Objective
Students will be able to explain the concepts of service and hospitality and apply them in practice. Students will be able to identify their own role in service tasks, adapt to different customer service situations and evaluate the customer service pathway.
Execution methods
Contact, remote teaching and independent study.
Accomplishment methods
The course includes lectures and practical exercises. Passing the course requires completing the given practice tasks. The course does not include an alternative method of completion, but previous skills can be recognized and acknowledged
Content
Structured service system
Hospitality ( Five dimensions)
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