Subject 'Organizational behavior III'

Year:   2012/2013    2013/2014    2014/2015    2015/2016    2016/2017    

Objective
To give the students knowledge of the principles and key issues of contemporary customer service.

Learning outcomes
Upon completion of the subject, the student:
1. Is familiar with different communication models;
2. Is aware of the principles of service ethics;
3. Can map customers and knows techniques to cope with the various types of customers;
4. Is able to plan (sales) conversation;
5. Knows the psychological features of the human life span;
6. Is able to resolve complaints and problems;
7. Is able to apply the principles of teamwork.

2015: F  

2014: F  VB*  

2013: F  

2012: F  

2011: F  

2010: F  

2009: F  

* Optional subject