Customer Service (5 cr)

Objectives (course unit)

Students understand what is customer service and sales work in the automobile industry.

Students know the principles of good customer service and their development and can enact those in practice. They strengthen their interaction skill especially regarding trust, convincing presentation and argumentation.

Students can work in spare part and service sales.

Students understand the importance of sales in specialized customer service and can exceed the customers' expectations, handle complaints successfully and utilize the customers' buying process (extra purchases, concentration of purchases, etc.). Students know how make customers into partners and can get new customers.

Content (course unit)

Goals are:

- Sales skills in specialized customer service
- Personal interaction skills in sales and customer service
- Customer-ship
- Service sales tools and process

Location and time

The course will be in autumn.

Exam schedules

Examination schedule will be announced in the beginning of the course. Renewal of examination is possible in two events after implementation.

Evaluation methods and criteria

Evaluation consist examinations and exercises. Further information will be given in the beginning of the course.

Assessment scale

0-5

Teaching methods

Implementation consist of lectures, exercises and tests.

Learning materials

Course material and applicable literature.

Student workload

Lectures 58 hours and independent work 75 hours.

Content scheduling

Customer service: speaking in the phone, body language, speaking, meeting the customer, different customers and customer facilities.
Sales and marketing: marketing strenghts, customership management and segmentation, sales process (spare parts and service), sales of expert services, advertising and sales promotion, digital marketing.

Completion alternatives

In this course there is no alternative execution.

Practical training and working life cooperation

In this course it is possible to use examples from workin life and do visits in local companies. Also it is possible to use lectures from working life.

International connections

In this course there is no international co-operation connections.

Assessment criteria - fail (0) (Not in use, Look at the Assessment criteria above)

Student has not be able to do exercises or examinations acceptably.

Assessment criteria - satisfactory (1-2) (Not in use, Look at the Assessment criteria above)

Can work in different kind of customer service situations. Knows basics of sale. Works in a group. Recognizes own co-operation skills. Recognizes automotive engineering working methods.

Assessment criteria - good (3-4) (Not in use, Look at the Assessment criteria above)

Can separate different customer service situations and act properly. Knows sales prosess and can act the right way. Can work responsible in group and is ready to improve co-operational skills.

Assessment criteria - excellent (5) (Not in use, Look at the Assessment criteria above)

Understands different kind of customers and can act in all customer service situations. Have good skills for sales in professional surroundings. Can co-operate responsible, flexible and constructively. Develop both own and group co-operation.