Tallinn Health Care College
Tallinn Health Care College
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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 |
2016 OP |
| Study year |
2 |
| Semester |
Fall semester |
| Subject type |
Mandatory |
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| Academicians |
| Marika Merits |
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Subject loads
|
| Lecture |
26 |
| Seminar |
26 |
| Personal study |
52 |
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| Aim |
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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 |
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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 for developing personal qualities of
customer service staff;
3. knows the contents of customer service process and
correctly participates therein;
4. knows the types of services/products and able to plan the sales
conversation;
5. can apply suitable techniques for working with different client types, including conflict situations;
6. understands the importance of profession-ethics. |
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| Required subjects |
| 4PA11/SÕ
Communication Studies |
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| Current rounds |
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| None |
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