Course code

KAV6526.HR

old course code

Course title in Estonian

Teenindusõppe alused

Course title in English

Customer Service Bases

ECTS credits

6.0

Assessment form

assessment

lecturer of 2023/2024 Spring semester

Not opened for teaching. Click the study programme link below to see the nominal division schedule.

lecturer of 2024/2025 Autumn semester

Not opened for teaching. Click the study programme link below to see the nominal division schedule.

Course aims

The objective of the course is to create opportunities for understanding the basic concepts of service-mindedness, service culture and service quality and pre-requisites for the development of service competences.

Brief description of the course

Teaching is carried out through lectures, seminars and independent work.
Themes: service philosophy; service-mindedness and attitudes; the concepts of service, services and serving; service culture; quality of service; the concept of the customer, the needs, wishes and expectations of the customer; grouping customers; roles, knowledge, skills and attitudes of the service provider.

Learning outcomes in the course

Upon completing the course the student:
- understands the basis of service philosophy, aspects of service culture and quality of service and their importance in their own professional activity;
- defines client groups and draw up profiles thereof on the basis of their field of study;
- analyses their own service attitude and competences, including communication competences, on the basis of their professional activities;
- critically analyses and evaluates quality of service from the standpoint of both the customer and the service provider;
- uses the basic concepts and terminology of service.

Teacher

Sirje Rekkor

The course is a prerequisite

Study programmes containing that course

Vocational Pedagogy (KAKPB/24.HR)
Vocational Pedagogy (KAKPB/23.HR)
Vocational Pedagogy (KAKPB/22.HR)
Vocational Pedagogy (KAKPB/21.HR)
Vocational Pedagogy (KAKPB/20.HR)
Vocational Pedagogy (KAKPB/19.HR)
Vocational Pedagogy (KAKPB/18.HR)
Vocational Pedagogy (KAKPB/17.HR)
Vocational Pedagogy (KAKPB/16.HR)
Vocational Pedagogy (KAKPB/15.HR)