Customer Service (3 cr)
Code: C-02472-4A00CW82-3004
General information
- Enrollment
-
11.11.2024 - 19.02.2025
Registration for the implementation has ended.
- Timing
-
03.03.2025 - 16.05.2025
Implementation has ended.
- Number of ECTS credits allocated
- 3 cr
- Local portion
- 3 cr
- Mode of delivery
- Blended learning
- Institution
- Seinäjoki University of Applied Sciences, SeAMK Seinäjoki, Frami
- Teaching languages
- Finnish
- Seats
- 0 - 100
- Course
- C-02472-4A00CW82
Evaluation scale
1-5
Objective
After the course the student is able to define the stages of a customer service situation. S/he is able to put in practice the theory of customer service. The student is able to evaluate the meaning of a good customer service as a factor of customer satisfaction. The student can define a service product and its components, describe the phases of a service process and recognize the elements of service quality and service gaps. The student can function in customer service operations in both external and internal customer service situations. The student recognizes various customer service situations and can analyze customer behaviour from the perspective of customer service in a library. The student is aware of current themes of the customer service. Students are able to assess the needs of clients from different cultural backgrounds.
Content
- Service - Service quality and quality gaps - The stages of a customer service situation , handling customers - service products - working in customer service in a library - internal customers - Service recovery and other special situations - Dealing with different kinds of customers
Teaching methods
Luentonauhoitteet ja tehtävät Moodlessa viikosta 10 alkaen. Aikataulutettua verkko-opetusta kaksi kertaa huhtikuussa 2025.
Student workload
Opiskelijan keskimääräinen ajankäyttö on n. 80 tuntia.