Course code

KAV6527.HR

old course code

Course title in Estonian

Teenindusprotsess

Course title in English

Customer Service Process

ECTS credits

6.0

Assessment form

assessment

lecturer of 2024/2025 Autumn semester

Sirje Rekkor (language of instruction:Estonian)

lecturer of 2024/2025 Spring 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 an opportunity to acquire the skills, knowledge and attitude required for the planning of a service process, the organisation of service and the performance of service.

Brief description of the course

The journey of the client aka the service chain. Client-centered service. Service situations, everyday situations and fault situation in the service industry. Preventing fault situation and courses of action in such situations. Verbal communication and body language in the service industry. Phone and digital communication in the service industry. Communication devices of the customer service agent. Communication in an everyday service situation and in a fault situation, including communicating with an unsatisfied customer. Appointments, meetings, negotiations with clients, events aimed at clients. Servicing clients with particular or special needs. Principles of managing service, and drafting and using service standards. Service package. Features and opportunities of selling services. Receiving, giving and using feedback in the service industry. Principles of ensuring safety and security in the service industry. Analysis of service situations.

Learning outcomes in the course

Upon completing the course the student:
- critically analyses and evaluates a service process on the basis of the service chain model;
- analyses the service package in accordance with the features of the sale;
- understands the importance of standardisation and teamwork in achieving customer satisfaction in the service industry;
- analyses the organisation of service on the basis of a case study;
- analyses the actions of a service provider in everyday service situations and the handling of simpler fault situations on the basis of the principles of customer-centred service and service standards;
- analyses the nature of service communication on the basis of theoretical aspects.

Teacher

Sirje Rekkor

Prerequisite course 1

Customer Service Bases (KAV6526.HR)

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)