Asiakaspalvelumuotoilu ja asiakaspalveluprosessien suunnittelu (5 op)
Toteutuksen tunnus: CO00FP79-3001
Toteutuksen perustiedot
- Ilmoittautumisaika
-
04.11.2024 - 14.09.2025
Ilmoittautuminen toteutukselle on käynnissä.
- Ajoitus
-
21.01.2025 - 31.12.2025
Toteutus on käynnissä.
- Opintopistemäärä
- 5 op
- Lähiosuus
- 0 op
- Virtuaaliosuus
- 5 op
- Toteutustapa
- Etäopetus
- Yksikkö
- Opetuksen hallinto ja kehittäminen
- Toimipiste
- E-kampus
- Opetuskielet
- englanti
- Paikat
- 15 - 200
- Opettajat
- Tiina Tuovinen
- Vastuuopettaja
- Tiina Tuovinen
- Ryhmät
-
RIPA25Ristiinopiskelu
- Opintojakso
- CO00FP79
Tavoitteet
By the end of this course, students should be able to
- know and understand basics of customer service design
- know and understand basics of service quality
- know and identify factors of service quality
- understand impact of quality on customers and on business success
- visualize customer journey map
- use service quality measuring tools.
Sisältö
Service quality and service design are business key factors. Knowing basics of service quality and service design you can develop company activities and make them more efficient from customer point of view.
Opiskelumateriaali
The study material is on Learn platform.
Opiskelumuodot ja -menetelmät
Tämä on CampusOnline-toteutus, eikä ole tarkoitettu Xamkin tutkinto-opiskelijoille.
TKI ja työelämäyhteistyö
On the course there is an assignment based on work-based learning.
Tenttien ja tehtävien ajoittuminen
The course is 100 % online on Learn platform and you will study independently at your own pace following the implementation schedule of the course. There are not live lectures or group work. You will finish different kind of assignments which you have to pass as accepted to be able to perform the course.
Opiskelijan työmäärä
One ECTS credit corresponds to approximately 27 hours of student work. The actual workload depends on the student's study skills and prior knowledge.
Toteutuksen osien kuvaus
The topics of the course are the following:
Service quality
Service design
Basics of process thinking
Visualization of processes
Basics of measuring service processes.
Lisätietoja opiskelijoille
Tämä on CampusOnline-toteutus, eikä ole tarkoitettu Xamkin tutkinto-opiskelijoille.
Arviointiasteikko
Hyväksytty/Hylätty
Arviointimenetelmät ja arvioinnin perusteet
At the end of this course, you should be able to
know and understand basics of customer service design.
know and understand basics of service quality.
know and identify factors of service quality.
understand impact of quality on customers and on business success.
visualize customer journey map.
use service quality measuring tools.
know basics of process thinking and terminology in that field .
understand meaning of processes in business development.
know how to visualize service business.
understand basics of measuring service processes.
The assessment of the course: Accepted/Failed