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Building Great Customer Experience (3 op)

Toteutuksen tunnus: TX00FT46-3001

Toteutuksen perustiedot


Ilmoittautumisaika
06.05.2024 - 07.08.2024
Ilmoittautuminen toteutukselle on päättynyt.
Ajoitus
12.08.2024 - 16.08.2024
Toteutus on päättynyt.
Opintopistemäärä
3 op
Toteutustapa
Lähiopetus
Yksikkö
(2019-2024) ICT ja tuotantotalous
Toimipiste
Leiritie 1
Opetuskielet
englanti
Paikat
0 - 80
Koulutus
Degree Programme in Information Technology
Opettajat
Tashfeen Ahmad
Ryhmät
ICTSUMMER
ICT Summer School
Opintojakso
TX00FT46

Toteutuksella on 4 opetustapahtumaa joiden yhteenlaskettu kesto on 15 t 0 min.

Aika Aihe Tila
Ma 12.08.2024 klo 17:00 - 20:45
(3 t 45 min)
Building Great Customer Experience TX00FT46-3001
MMC232 IT-Tila, CAD
Ti 13.08.2024 klo 17:00 - 20:45
(3 t 45 min)
Building Great Customer Experience TX00FT46-3001
MMC232 IT-Tila, CAD
Ke 14.08.2024 klo 17:00 - 20:45
(3 t 45 min)
Building Great Customer Experience TX00FT46-3001
MMC232 IT-Tila, CAD
To 15.08.2024 klo 17:00 - 20:45
(3 t 45 min)
Building Great Customer Experience TX00FT46-3001
MMC232 IT-Tila, CAD
Muutokset varauksiin voivat olla mahdollisia.

Tavoitteet

At the end of this introductory level course, students will be better informed about the principles associated with successful quality service management, to anticipate obstacles to outstanding service delivery and to explain how they would be able to overcome these obstacles. This course will motivate students to examine their own customer service style and make adjustments. At the end of this course, students will be able to:
- identify key components of building great customer experience,
- indicate the different types of service cultures and explain the challenges that they cause for service managers,
- explain why/when businesses need to shift to delivering one on one service experiences and describe how this can be done,
- design customer experiences that will delight customers,
- explain the importance of customer loyalty and identify the strategies that may lead to customer loyalty,
- explain Customer Relationship Management and apply the appropriate model to organizations,
- explain the importance of customer dialogue and feedback including complaints as a gift and design an effective complaint management system,
- choose the most appropriate service monitoring and measurement systems for organizations,
- discuss what is meant by service recovery and develop an effective service recovery system,
- identify the different ways in which technology may be used in organizations and select the most appropriate ones for different organizational types and cultures.

Sisältö

Globalization and modern technologies have tremendously increased competition. More than ever before, the success of your business, or the business you work for depends on satisfied customers. This introductory level course will sensitise participants to the knowledge of building great customer experience; if you can master this art, you will be useful across industries. This course will provide you with the opportunity to reflect upon the quality of service delivered in organizations and to design strategies to improve competitiveness and the way that service is delivered. We will identify the potential for creating sustainable relationships with customers and the strategies that will be required. We will also explore the use of technology in conjunction with strategic management as a way of increasing customer loyalty and ultimately greater profits and competitiveness.

Arviointiasteikko

0-5

Arviointikriteerit, tyydyttävä (1)

Students’ active attendance (3 classes)
Students’ active participation in class discussions (3 classes)
Students’ submission of assignments (3 classes)

Arviointikriteerit, hyvä (3)

Students’ active attendance (4 classes)
Students’ active participation in class discussions (4 classes)
Students’ submission of assignments (4 classes)

Arviointikriteerit, kiitettävä (5)

Students’ active attendance (All classes)
Students’ active participation in class discussions (All classes)
Students’ submission of assignments (All classes)

Arviointikriteeri, hyväksytty/hylätty

Students’ active attendance (3 classes)
Students’ active participation in class discussions (3 classes)
Students’ submission of assignments (3 classes)

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