Customer Service Competence (5 cr)
Code: 3011393-1002
General information
- Timing
- 01.01.2016 - 31.07.2016
- Implementation has ended.
- Number of ECTS credits allocated
- 5 cr
- Local portion
- 4 cr
- Virtual portion
- 1 cr
- RDI portion
- 1 cr
- Mode of delivery
- Blended learning
- Unit
- Engineering and Business
- Campus
- Kupittaa Campus
- Teaching languages
- Finnish
- Seats
- 30 - 50
- Degree programmes
- Degree Programme in Business
- Teachers
- Maija Nolvi
- Telle Tuominen
- Course
- 3011393
Evaluation scale
H-5
Objective
The student is able towork in real life customer service situations with good results, showing initiative and responsibilityrecognize the central elements of a successful customer interaction and develop his/her interaction skillsanalyze the importance of modern ICT in different customer encounters and give suggestions for development of customer relationships in both traditional and web/databased waysdefine factors behind buyer behaviour and recognize value-adding factors to customeranalyze different customer relationships as well as their length and profitability
Content
acquisition of customer understandingcustomer orientation in customer service situationscustomer interaction as part of customer satisfaction in real and virtual encounters, interactive marketingvalue adding/creation, customer expectations and experiencescustomer relationship marketing, different customer relationships, management of customer relationships