Customer insight and customer service (5 cr)
Code: IB00CP17-3003
General information
Enrollment
02.01.2019 - 14.01.2019
Timing
07.01.2019 - 28.04.2019
Number of ECTS credits allocated
5 op
Mode of delivery
Contact teaching
Campus
Kouvola Campus
Teaching languages
- English
Degree programmes
- Degree Programme in International Business
Teachers
- Hugh Clack
Teacher in charge
Hugh Clack
Groups
-
IBKV18SP1
-
IBKV18SP2
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 analyse 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 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?
Materials
Marketing Theory, 3rd Edition, Baker & Saren
Marketing: an introduction, 4th Edition, Masterson, Philips, Picton
Exam schedules
6.5.2019, 20.5.2019, 2.12.2019
Evaluation scale
1-5
Assessment methods and criteria
Completed tasks and final exam
Assessment criteria, good (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
Qualifications
Customer-oriented marketing