Service Skills (5cr)

Objective

Students are capable to describe the special characteristicof service and service production. Students are capable to anticipate customer expectations and behave correctly in service situations. Students master pertinent behaviour and customs in working life and especially customer service. Students master waiting theory and practice.

Content

What is service and the special characteristicof service? What service consists and how the quality is measured? What is service experience made up of?  Which are the different forms and ways of service?

Qualifications

No prerequisites

Assessment criteria, good (3)

a. students are capable to systematically use professional terms of service b. students are capable to search for information in the key information sources of the field d. students are capable to work together with different customers e. students master basic techniques of serving   Evaluation of practical part:  accepted/fail