Leadership and Customer RelationsLaajuus (5 cr)

Objective

Students can support the implementation of the customer relationship strategy in the service company by their managerial work. Students can plan and give guidance in execution of customer service and make corrective actions.

Content

How to promote implementation of a customer relationship strategy in a team? How to plan and guide performance of customer service personnel in a service company? How to ensure and improve the quality of customer service in a multichannel service company?

Assessment criteria, good (3)

a) Students can use professional vocabulary and concepts in an expert way in different situations. d) Students can evaluate operations in customer, user and target group situations. f) Students can promote teams’ goal-oriented operation.