Excellent customer experience as competitive advantage in the archipelago tourismLaajuus (5 cr)
Code: KH00BY11
Credits
5 op
Objective
After completing the course, the student can:
• understand the relevance of customer service skills as competitive advantage of the
company
• recognize and listen to the customer needs and expectations as well as apply the
customer orientation approach to customer service and sales processes
• communicate in a customer-centric way in Swedish
• explain the special characteristics and pull factors of the Finnish archipelago as well as
relate to the tourism demand and supply
Content
• Customer understanding and customer experience management as competitive advantage of the company
• Mapping the customer needs
• Creating a positive customer experience, relevance of the communication skills
• Special characteristics and competitive advantages of the Finnish Coast and Archipelago
Enrollment
01.12.2022 - 14.04.2023
Timing
03.03.2023 - 12.05.2023
Number of ECTS credits allocated
5 op
Virtual portion
3 op
Mode of delivery
40 % Contact teaching, 60 % Distance learning
Campus
Lemminkäisenkatu
Teaching languages
- Finnish
- Svenska
Seats
20 - 40
Teachers
- Minna Björkberg-Suominen
- Telle Tuominen
Groups
-
PMMWES21
Objective
After completing the course, the student can:
• understand the relevance of customer service skills as competitive advantage of the
company
• recognize and listen to the customer needs and expectations as well as apply the
customer orientation approach to customer service and sales processes
• communicate in a customer-centric way in Swedish
• explain the special characteristics and pull factors of the Finnish archipelago as well as
relate to the tourism demand and supply
Content
• Customer understanding and customer experience management as competitive advantage of the company
• Mapping the customer needs
• Creating a positive customer experience, relevance of the communication skills
• Special characteristics and competitive advantages of the Finnish Coast and Archipelago
Evaluation scale
H-5