Automotive Customer Service (5 ECTS)
Code: TX00EG05-3001
General information
- Enrollment
- 29.11.2021 - 06.01.2022
- Registration for the implementation has ended.
- Timing
- 10.01.2022 - 06.05.2022
- Implementation has ended.
- Number of ECTS credits allocated
- 5 ECTS
- Mode of delivery
- On-campus
- Unit
- (2019-2024) School of Automotive and Mechanical Engineering
- Campus
- Leiritie 1 (PÄIVAAMK)
- Teaching languages
- Finnish
- Degree programmes
- Automotive Engineering
Objective
After completing the course, the student will know the importance of customer relationship management in a workshop.
Content
Consumer protection legislation, AUNE terms and conditions, complaints handling, customer service, customer relationship management in a workshop.
Materials
Työtilasta löytyvä materiaali
Aarnikoivu, Henrietta: 2018: Onnistu asiakaspalvelussa. Luvut 1-3. (löytyy e-kirjana Metropolian kirjastosta)
Moottoriajoneuvojen yleiset huolto- ja korjausehdot 2021 (tulevat työtilaan)
Autoalan työsuojeluopas (löytyy verkosta esim. TTK:n sivuilta)
Järvinen, Pekka: 2011: Onnistu esimiehenä (löytyy e-kirjana Metropolian kirjastosta)
Teaching methods
Luennot
Vierailuluennot
Kirjallisuus
Harjoitustehtävät
Tentti
Employer connections
Vierailuluennot
- Kuluttajansuojalaki
- Moottoriajoneuvojen yleiset huolto- ja korjausehdot
Evaluation scale
0-5
Assessment criteria, satisfactory (1)
The student
• has achieved the objectives of the course to a satisfactory level
• is able to identify, define and use concepts and models in the subject area of the course
• understands the conditions and principles of the development of expertise.
Assessment criteria, good (3)
The student
• has achieved the objectives of the course well, although there are still areas where knowledge and skills need to be improved
• has a good understanding of the concepts and models of the subject matter of the course and is able to carry out a reasoned analysis
• is able to apply what they have learned in learning and working life situations
• understands the importance of expertise in the field and is able to analyse their own expertise.
Assessment criteria, excellent (5)
The student
• has achieved the objectives of the course with excellent marks
• has an excellent command of the concepts and models of the subject matter of the course
• is able to analyse clearly and reasonably and propose practical development measures
• has a good ability to apply what they have learned in learning and working life situations
• is able to analyse expertise in their field and their own development towards expertise.
Assessment criteria, approved/failed
The student
• has achieved the objectives of the course to a satisfactory level
• is able to identify, define and use concepts and models in the subject area of the course
• understands the conditions and principles of the development of expertise.
Assessment methods and criteria
0-5 arvosana-arviointi
Tentin painoarvo 50 %
Englanninkielisen osuuden painoarvo 30 %
Aktiivisuus luennoilla, painoarvo 20 %