Study Guide

Objectives (course unit)

The student
- is able to analyze customer needs and expectations and research and predict customer behavior
- as an expert, is able to develop the service processes of the organization in a user-oriented manner
- is able to develop customer guidance taking into account different communication channels

Content (course unit)

- customer loyalty in the context of social services
- customer value and the role of the customer in the development of services
- Patient Guidance, Client Guidance, Interactive, Written and Digital Guidance

Assessment criteria, satisfactory (1-2) (course unit)

The student
- identifies the customer needs and expectations of the industry's services and the factors related to customer behavior
- identifies the organization's service development needs, is able to define user-oriented methods and is able to identify the benefits of a co-design approach in service development and the importance of engaging customers and stakeholders in service development
- identifies the customer management and communication channels used in the industry and be able to operate in them.

Assessment criteria, good (3-4) (course unit)

The student
- is able to structure the customer needs and expectations of the industry's services as well as factors related to customer behavior
- is able to structure the service development needs of the organization, is able to compare different user-oriented methods and justifies the benefits of the co-design approach in the development of service processes, as well as is able to solve service-related problems and engage customers and stakeholders in development activities
- masters the customer management and communication channels used in the industry and is able to utilize them in a customer-oriented manner.

Assessment criteria, excellent (5) (course unit)

The student
- is able to analyze the customer needs and expectations of industry services and factors related to customer behavior
- has a broad understanding of the need to develop the organisation's services, is able to analyze the benefits of user-oriented methods and co-design approaches to the development of service processes, and to conceive and create new service operating models and engage customers and stakeholders in development activities
- be able to analyze the role and significance of customer management and communication channels used in the industry and develop their use in a customer-oriented manner.

Assessment scale

0-5