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Opintojakson toteutussuunnitelma

GroupR31D17S/International Business (Rovaniemi)
Study unitVV3K Culture Connected Customer Service, 5.00 ECTS credits, 133 h
FREE-CHOICE ELECTIVES
ImplementationPerustoteutus/18001
UnitMTI (Viirinkankaantie 1) Rovaniemi
Time of implementationSummer/2018-2019
Responsible teacherKivirinta Outi
Other teachers
Status of implementationFinished

Description status Ready
  
Language of instruction English
Starting and ending dates03.06.2019 - 31.07.2019
Minimum number of participants 15 
Maximum number of participants 35 
Enrolment period15.03.2019 - 15.04.2019
Implementation method Virtual studies
Virtuality 5 ECTS credits
R&D integration 0 ECTS credits
Resit dates of the exam
Koulutuksen aikataulu (www-linkki)
Description language English 
Objectives

The students learns the basics of customer oriented service concept both in theory and in practice.

Additionally, he/she has increased cross cultural competence, integrated to customer oriented business practices and customer care. He/she understands the significance of cultural awareness when offering customer service to clients with different cultural backgrounds.

 
Assessment criteria  
Pedagogical arrangements

The course is 100% virtual. The student's own contribution is emphasized in information serach and study. Joint learning process with other students in the virtual environment. This is arranged by the student's information search and commenting each orthers' inputs and e-articles found and brought to the diescussion area. The student's independency and collective learning are the major methods in this course. The students' independent study is also needed for being able to comment and contribute.

Material

Handouts and literature presented and recommended in Moodle learning environment.

Content

Introduction to customer oriented marketing, service and customer care; cultural approach in customer care, culture theories, excellence in customer care and culture.

Assessment

Active participation in the discussions, article contribution in the discussion areas and the level of assignment contributions are the basis of the course evaluation.

The specifics of the evaluation are presented in the course description in Moodle learning environment.