Customer service design and quality of service (3 cr)
Code: AV00EI30-3001
General information
Timing
07.01.2021 - 14.03.2021
Number of ECTS credits allocated
3 op
Virtual portion
3 op
Mode of delivery
Distance learning
Unit
Open UAS and Continuing Education
Campus
Ecampus
Teaching languages
- English
Degree programmes
- Open University of Applied Sciences
Teachers
- Tiina Tuovinen
- Anu Rantanen
Teacher in charge
Tiina Tuovinen
Objective
By the end of this course, students should be able to
- know and understand basics of customer service design
- know and understand basics of service quality
- know and identify factors of service quality
- understand impact of quality on customers and on business success
- visualize customer journey map
- use service quality measuring tools.
Content
Service quality and service design are business key factors. Knowing basics of service quality and service design you can develop company activities and make them more efficient from customer point of view.
Materials
Most of the material will be provided in Learn.
The course is totally online in Learn platform, no live lectures. You will work independently, no group work. This course includes different kinds of assignments and tests with deadlines.
Teaching methods
The course is totally online in Learn platform. You will work with different kind of assignments and do some tests during the course.
Service quality and service design are business key factors. Knowing basics of service quality and service design you can develop company activities and make them more efficient from customer point of view.
Evaluation scale
Approved/Failed