Tallinn Health Care College
Tallinn Health Care College
| | |
|
Curriculum subjectCustomer service and ethics
| Subject |
| Subject code |
4PA11/KT |
| Subject name |
Customer service and ethics |
| Credit points |
4 ECTS |
| Grading method |
Grade prelim (letters) |
|
| Curriculum subject |
| Curriculum |
2013 OP |
| Study year |
2 |
| Semester |
Fall semester |
| Subject type |
Mandatory |
|
|
Subject loads
|
| Lecture |
26 |
| Seminar |
26 |
| Personal study |
52 |
|
| Aim |
|---|
Objective
The objective of the course is to provide knowledge about the
basics of modern customer service, and a readiness for
understanding/satisfying client’s needs during the service
process. |
|
| Study outcome |
|---|
Learning outcomes
Having passed the subject, the student:
1. knows the basic principles of modern customer service and
has an overview about the key issues;
2. understands the need of developing the personal qualities of
customer service staff;
3. knows the contents of customer service process and
participates in it in correct way;
4. knows the types of services/products and can plan the sales
conversation;
5. possesses techniques for managing the communication with
different client types;
6. understands the importance of profession-ethics. |
|
| Required subjects |
| 4PA11/SÕ
Communication Studies |
|
| Current rounds |
|---|
| None |
| |
| | |
