Creating customer experienceLaajuus (5 cr)
Course unit code: M51A104
General information
- Credits
- 5 cr
- Institution
- Peppi
Objective
You can work according to the demands of the service situation. You manage the business culture and manners needed in customer service. You can apply factors of service quality and success in producing memorable experiences. You master the basic knowledge and routines of your sector. You show your orientation to the principles of experience economy in tourism and hospitality services.
Content
What are the constituents of quality in a rich service experience and customer experience? How do you operate with different kinds of situations and with different kinds of customers? What are the most common forms and techniques of serving? How do you create an experience-based customer service situation?
Qualifications
No prerequisites
Assessment criteria, good (3)
a)use professional terminology systematically b) look for information in the key information sources of your field c) identify interrelated tasks d) cooperate with customers, users and target groups f) work as a goal-oriented team member