Customer service design and process planning (5 ECTS)

Learning outcomes

By the end of this course, students should be able to - know and understand basics of customer service design - know and understand basics of service quality - know and identify factors of service quality - understand impact of quality on customers and on business success - visualize customer journey map - use service quality measuring tools.

Content

Service quality and service design are business key factors. Knowing basics of service quality and service design you can develop company activities and make them more efficient from customer point of view.

Teaching methods

This course is for CampusOnline-students, not for Xamk degree students. This is a nonstop start and students can start their studies approximately within a week after enrolling on this course. Students have three months to complete this course. Service design and planning of service processes are business key factors. Quality of customer service is based on those things. Knowing basics of service design and planning of customer service processes you can develop company activities and make them more efficient from customer point of view. The course is 100 % online on Learn platform and you will study independently, there are not live lectures or group work. You will have different kind of assignments which you have to pass to be able to perform the course. The course covers 5 ECTS credits, altogether 135 hours of student work. The number of hours is theoretical and varies according to student´s effort. Please notice! This course covers the previous courses AV00EI30 Customer service design and quality of service (2021-2022) and AV00ER68 Customer service process planning (2021-2022) as well as AV00ER67 Service design 1: Customer service design and quality of service (2023-2024) and AV00ER68 Service design 2: Customer service process planning (2023-2024)!

Learning materials and recommended literature

The study material is on Learn platform.

Internship and working life connections

On the course there is an assignment based on work-based learning.

Exam dates and retake possibilities

The course is 100 % online on Learn platform and you will study independently at your own pace following the implementation schedule of the course. There are not live lectures or group work. You will finish different kind of assignments which you have to pass as accepted to be able to perform the course.

Student workload

One ECTS credit corresponds to approximately 27 hours of student work. The actual workload depends on the student's study skills and prior knowledge.

Content scheduling

The topics of the course are the following: Service quality Service design Basics of process thinking Visualization of processes Basics of measuring service processes.

Assessment methods and criteria

At the end of this course, you should be able to know and understand basics of customer service design. know and understand basics of service quality. know and identify factors of service quality. understand impact of quality on customers and on business success. visualize customer journey map. use service quality measuring tools. know basics of process thinking and terminology in that field . understand meaning of processes in business development. know how to visualize service business. understand basics of measuring service processes. The assessment of the course: Accepted/Failed

Evaluation scale

Approved/Failed