What is customer and service guidance? (2cr)
Code: C-02504-SZ00BS65-3006
General information
- Enrolment period
- 18.11.2024 - 12.06.2025
- Registration for the implementation has ended.
- Timing
- 13.01.2025 - 31.07.2025
- Implementation has ended.
- Credits
- 2 cr
- Institution
- JAMK University of Applied Sciences, Non stop, ei aikataulutettuja webinaareja/luentoja.
- Teaching languages
- Finnish
- Seats
- 0 - 100
- Course
- C-02504-SZ00BS65
Objectives (course unit)
After completing the course, you have adopted the key principles and core of customer and service guidance work, such as the legal and theoretical foundations that guide customer and service guidance work. After studying the course - you know the legal basis that guides customer and service guidance work - you know the different levels of customer and service guidance work and what is needed and relevant in the service system - identify the theoretical basis of customer orientation and understand its significance in the impact of customer and service management - you understand the importance and possibilities of customer and service guidance on the customer's care, rehabilitation or service path
Content (course unit)
The course focuses on three main themes. The topics studied are: - customer orientation in customer and service guidance - professional interaction in customer and service guidance - the need for customer and service guidance
Prerequisites (course unit)
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Location and time
Non stop
Exam schedules
Nonstop online exam Exercises can be repeated as many times as you want. There are three attempts to complete the exam.
Assessment scale
Pass/Fail
Teaching methods
Online teaching
Learning materials
Koivunen, Kirsi (2017) Asiakas- tai ihmislähtöisyys - tasavertaisuutta ja vastavuoroisuutta ammattilaisten ja palvelunkäyttäjien kanssa. Oulun ammattikorkeakoulu. https://www.theseus.fi/bitstream/handle/10024/123071/ePooki%206_2017.pdf?sequence=8&isAllowed=y Niemelä, Jorma & Kivipelto, Minna (2019). Asikaslähtöinen palvelupolkumalli tulevaisuuden sote-keskusten lähtökohdaksi. THL Työpapereita 37/2019. https://www.julkari.fi/bitstream/handle/10024/138819/TY%c3%962019_37_Asiakasl%c3%a4ht%c3%b6inen%20palvelupolkumalli_verkko_tark.pdf?sequence=1&isAllowed=y Moodlen recordings 1-2 and Börje´s story. Mönkkönen, K. & Kekoni, T. (2020). Monitoimijuus työntekijän voimavarana ja haasteena. Teoksessa Anneli Hujala ja Helena Taskinen (toim.), Uudistuva sosiaali- ja terveysala. Tampere: Tampere University Press, 215–240. https://trepo.tuni.fi/bitstream/handle/10024/124079/monkkonen_ym_monitoimijaisuus_tyontekijan_voimavarana.pdf?sequence=2&isAllowed=y Ristolainen, H., Roivas, P., Mustonen, E. & Hujala, A. (2020). Asiakaslähtöinen palveluohjaus. Teoksessa Anneli Hujala ja Helena Taskinen (toim.) Uudistuva sosiaali- ja terveysala. s. 241-266. https://trepo.tuni.fi/bitstream/handle/10024/124059/ristolainen_ym_asiakaslahtoinen_palveluohjaus.pdf?sequence=2&isAllowed=y Ristolainen, H., Tiilikainen, E., & Rissanen, S. (2019). Kotona asuvien ikäihmisten palveluohjauksen vaikuttavuus – kuvaileva kirjallisuuskatsaus. Gerontologia, 32(4), 252–274. https://journal.fi/gerontologia/article/view/75681/38962
Student workload
Independent study, familiarisation with the material, assignments and exam online 54h.
Content scheduling
Non Stop Semesters
Completion alternatives
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Practical training and working life cooperation
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International connections
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Further information
Moodle learning environment's automation checks assignments and exams Course can be partly accredited (SZ00BB72 Palveluohjaus/Case Management, 3 ects) according to the policies of Jamk University of Applied Sciences. Registrations are processed weekly, mainly on Fridays, in the same way as evaluations.