Subject 'Customer service and ethics'

Year:   2015/2016    2016/2017    2017/2018    2018/2019    2019/2020    

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.

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.

2016: OP  

2015: OP  

2014: OP  

2013: OP  

2012: OP  

2011: OP