Asiakasymmärrys ja asiakaspalvelu (5 cr)
Code: AV00DF35-3001
General information
Enrollment
01.09.2017 - 02.09.2017
Timing
29.10.2018 - 16.12.2018
Number of ECTS credits allocated
5 op
Virtual portion
5 op
Mode of delivery
Distance learning
Unit
Open UAS and Continuing Education
Campus
Mikkeli Campus
Teaching languages
- Finnish
Seats
20 - 60
Degree programmes
- Degree Programme in Business Management
Teachers
- Marja-Leena Koskinen
- LYM1 BM
Teacher in charge
Marja-Leena Koskinen
Objective
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 analyze information to have better customer insight.
Content
What does the customer process mean and what is its role in business? How do consumers, companies and organizations differ as customers? What does customer experience consist of and how are you able to gain insight in to it? How are customer relationships built, maintained and developed? What are the components of good customer service?
Qualifications
Customer-oriented marketing