Asiakassuhteet ja asiakaspalvelu (5 op)
Toteutuksen tunnus: IB00CP17-3003
Toteutuksen perustiedot
Ilmoittautumisaika
02.01.2019 - 14.01.2019
Ajoitus
07.01.2019 - 28.04.2019
Opintopistemäärä
5 op
Toteutustapa
Lähiopetus
Yksikkö
Liiketalouden koulutusyksikkö, Kouvola
Toimipiste
Kouvolan kampus
Opetuskielet
- Englanti
Koulutus
- Degree Programme in International Business
Opettaja
- Hugh Clack
Vastuuopettaja
Hugh Clack
Ryhmät
-
IBKV18SP1International business, full-time studies
-
IBKV18SP2International business, full-time studies
Tavoitteet
You are able to describe a company’s customer related processes and define what factors contribute to good customer service.
You are able to define and describe factors affecting the purchasing and consuming behaviour of different customer groups.
You are able to define and identify factors affecting customer experience as a whole.
You are able to search for and analyse information to have better customer insight.
Sisältö
What does the customer process mean and what is its role in business?
How do consumers, companies and organisations differ as customers?
What does customer experience consist of and how are you able to gain insight into it?
How are customer relationships built, maintained and developed?
What are the components of good customer service?
Opiskelumateriaali
Marketing Theory, 3rd Edition, Baker & Saren
Marketing: an introduction, 4th Edition, Masterson, Philips, Picton
Tentit ja muut määräajat
6.5.2019, 20.5.2019, 2.12.2019
Arviointiasteikko
1-5
Arviointimenetelmät ja arvioinnin perusteet
Completed tasks and final exam
Arviointikriteerit, hyvä (3-4)
You can a) use the professional tools expertly in different situations b) can work as a team member for expert tasks in the workplace as well as to note and describe the professional problems c) can evaluate the activities of the customer, user and target group situations d) determine the appropriate models, methods, software and techniques, and to justify the selection of such e) can apply critical thinking of ethical principles
Esitietovaatimukset
Customer-oriented marketing