Customer Contacts (3cr)
Code: AB00CU15-3002
General information
- Enrollment
- 02.07.2026 - 31.07.2026
- Registration for introductions has not started yet.
- Timing
- 01.08.2026 - 31.12.2026
- The implementation has not yet started.
- Number of ECTS credits allocated
- 3 cr
- Local portion
- 1 cr
- Virtual portion
- 2 cr
- Mode of delivery
- Blended learning
- Unit
- Business
- Teaching languages
- English
- Degree programmes
- Bachelor’s Degree in Tourism
Unfortunately, no reservations were found for the realization Customer Contacts AB00CU15-3002. It's possible that the reservations have not yet been published or that the realization is intended to be completed independently.
Evaluation scale
Hylätty/Hyväksytty
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
Location and time
Course schedule (subject to changes)
08/09/2026 at 13:30-15:00 (Contact teaching)
05/10/2025 at 17:00-19:30 (Teams)
03/11/2025 at 09:00-15:00 (Contact teaching)
Materials
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
Teaching methods
Learning of the course content consists of lectures and activities completed during contact days and online, 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.
Student workload
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 and online, as well as independent study, which includes homework assignments.
Assessment criteria, approved/failed
Passing the course requires successful completion of all three parts of the course.
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.
Further information
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.