Study Guide

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