Curricula

Objective

The student understands service as a concept, and its practical significance. He/she understands the concepts of customer, consumer, user, and customer relationship. He/she understands the significance of the customer’s needs and individuality as factors that affect behaviour. He/she can apply psychological information during interactions and while providing services. The student is familiar with a consumer purchase decision making process. He/she can utilise existing knowledge to develop his/her own role as a service provider as well as his/her own customer service preparedness.

Content

Personal needs, motivations, values, attitudes and personality.
Personal differences as opportunities and challenges
Interaction, roles, social observation and group dynamics
Consumer purchase decision process
Service characteristics
Customer servant and
service provider
Customer awareness and challenging customer service situations
Concepts of customer, consumer, user, and customer relationship

Qualifications

-

Assessment criteria, satisfactory (1)

Taking part in classroom meetings, taking part in event at end of the course, and completing assignments given during the classes produce passing of the course. If one of these are not met, course-evalutation is failed.