Customer Service in SwedishLaajuus (5 cr)

Objective

The students can serve customers in diverse customer service contexts in the target language. They have a command of the terminology and phraseology of their own field. They can manage business communication and customer service situations and are able to tell and negotiate about products, services, prices, discounts, methods of payment and deliveries and manage complaints in a professional way. The students are also able to take care of arrangements for e.g. visits, appointments, trade fairs, trips and act accordingly in these situations using the target language.

Content

E.g. oral and written customer service situations, exercises on product and company presentations and negotiations,including solving potential problems (e.g. complaints), the phraseology of the field in question. The students are asked about their wishes before the course starts, and the content can be modified accordingly.

Qualifications

Common European Framework of Reference, level B1

Assessment criteria, satisfactory (1)

The general criteria of the competences that the Bachelor’s and Master’s Degrees awarded by Finnish Universities of Applied Sciences provide can be found on JAMK’s web pages (http://www.jamk.fi/english/forstudents/studyguid e).

The learning outcomes of individual courses are assessed in relation to the objectives of the course concerned. Unless otherwise defined in the curriculum, a course accepted as completed is assessed on the following five-step scale: 5 (Excellent), 4 (Very Good), 3 (Good), 2 (Satisfactory), 1 (Sufficient), If the student does not meet the minimum criteria set for the course, the grade is 0 (Fail). In special cases, a course may be graded as Pass/Fail, marked as “S (Pass)” and “0 (Fail)”.
More exact information about the learning assesment criterias to be used shall be given during the first contact meetings of the course.