Customer Service SkillsLaajuus (5 cr)

Objectives

The course introduces professional language for situations in business interactions. The required language skill level is the European reference framework B2.

Students will be able to:

- describe themselves, their education, work experience, duties, and responsibilities
- use special terminologies in their field
- communicate in customer-oriented interactions (in various customer relationship networks and contacts)
- follow, understand, and participate in the advancement in their field through the various channels.

Content

How do you communicate your competence and work environment in English?
What competence is needed to succeed in multicultural customer-driven interaction in English?
How to develop skills and acquire knowledge in your field in English?

Prerequisites

B2 level

Assessment criteria, satisfactory (1-2)

The student achieves the required course outcome. The student recognizes the main elements of customer service. The student recognizes the existing challenges in business communication.

Assessment criteria, good (3-4)

The student achieves the required course outcome. The student recognizes the main elements of customer service. The student recognizes the existing challenges and the significance of intercultural communication competence in business communication.

Assessment criteria, excellent (5)

The student achieves the required course outcome. The student recognizes the main elements of customer service. The student adopts a communication style according to the existing context and considers cultural features.

Assessment criteria, pass/fail

The student is not able to serve customers or carry out a negotiation in English. The student can communicate in English in general terms.