Customer Contacts (3op)
Toteutuksen tunnus: AB00CU15-3001
Toteutuksen perustiedot
- Ilmoittautumisaika
- 18.08.2025 - 21.09.2025
- Ilmoittautuminen toteutukselle on päättynyt.
- Ajoitus
- 01.08.2025 - 31.12.2025
- Toteutus on käynnissä.
- Opintopistemäärä
- 3 op
- Lähiosuus
- 1 op
- Virtuaaliosuus
- 2 op
- Toteutustapa
- Monimuoto-opetus
- Yksikkö
- Business
- Opetuskielet
- englanti
- Koulutus
- Bachelor’s Degree in Tourism
Toteutuksella on 4 opetustapahtumaa joiden yhteenlaskettu kesto on 12 t 30 min.
| Aika | Aihe | Tila |
|---|---|---|
|
Ma 01.09.2025 klo 10:00 - 11:30 (1 t 30 min) |
Customer Contacts AB00CU15-3001 |
Valkea talo Iso Luokka B2.206
Valkea talo Iso Luokka B2.206
Campus Helsinki |
|
Ma 06.10.2025 klo 09:00 - 15:00 (6 t 0 min) |
Customer Contacts AB00CU15-3001 |
Valkea talo Iso Luokka B2.206
Valkea talo Iso Luokka B2.206
Campus Helsinki |
|
Ma 03.11.2025 klo 09:00 - 11:30 (2 t 30 min) |
Customer Contacts AB00CU15-3001 |
Valkea talo Iso Luokka B2.206
Valkea talo Iso Luokka B2.206
Campus Helsinki |
|
Ma 03.11.2025 klo 12:30 - 15:00 (2 t 30 min) |
Customer Contacts AB00CU15-3001 |
Valkea talo Iso Luokka B2.206
Valkea talo Iso Luokka B2.206
Campus Helsinki |
Arviointiasteikko
Hylätty/Hyväksytty
Tavoitteet
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.
Sisältö
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
Aika ja paikka
01/09/2025 at 10:0-11:30
06/10/2025 at 09:00-15:00
03/11/2025 at 09:00-15:00
Contact days are organised at the Light House (Valkea talo)
Oppimateriaalit
Recommended book:
Kumar, D. (2024) Services Marketing and Customer Relationship Management. Toronto Academic Press
Available at KAMK Finna: https://kamk.finna.fi/Record/kamk.99660336406247?sid=5124395691
Other recommended materials will be made available on Reppu e-learning platform
Opetusmenetelmät
Learning of the course content consists of lectures and activities completed during contact days, as well as independent study.
The course content is divided into three parts, each worth 1 ECTS (approx. 27hrs of work). Homework assignments are designed to prepare students for upcoming topics covered during contact days and to help them apply the theory learned in class to real-life situations.
Passing the course requires successful completion of all three parts.
Opiskelijan ajankäyttö ja kuormitus
This course is worth 3 ECTS (1 ECTS = 27 hours of work).
The course content is divided into three parts, each worth 1 ECTS. Each part consists of lectures and activities completed during contact days, as well as independent study, which includes homework assignments.
Arviointikriteeri, hyväksytty/hylätty
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.
Lisätiedot
The learning assignments given as homework consist mostly of student reflections on the topics. Artificial intelligence cannot take on the role of the student; therefore, its use is prohibited in these homework assignments.