Study Guide

Objective

• The students have knowledge about customer service and are able to adapt it in different work situations and for different customers
• The students understand the importance of and nurture the customer relation
• The students understand and can communicate with different types of customer personalities
• The students can carry out an analysis of customer needs and take the needs and wishes of the customer into consideration
• The students have knowledge about sales work for products and services
• The students understand the importance of social medias and can use them within customer service
• The students can plan, apply and analyze content for social media in Beauty and Cosmetics
• The students can apply, analyze and develop an approach that promotes economical, ecological and social sustainability through sales work of products and services and through content on social media

Content

Customer Service and Relation
Customer Personalities
Sales Work for Products and Services
Social Media
Content for Social Media in Beauty and Cosmetics

Location and time

5.1-24.2.2023, Campus Alere

Materials

Study material and course literature on Moodle.
Market. (2011). Kundservice. Forma Publishing Group.
Course literature will be updated on Moodle
Students must follow Novia's writing instructions for thesis

Teaching methods

Lectures, practical assignments, workshops, demonstrations, narrative method, discussions and observation.

Employer connections

For course assignment is the aim to cooperate with working life.

Exam schedules

Examination consists of submitted assignments and written exam. Deadline for submitted assignments are in Februari/March 2023

Completion alternatives

Approved practical assignments and submitted assignments.
Feedback will be given as group feedback

Student workload

The students work 27 hours/cp.
In class: 21h
Self study: 60h
Total: 81h

Further information

More information is given at course introduction.

Evaluation scale

H-5

Assessment criteria, satisfactory (1)

The student demonstrates superficial competence and basic understanding of the subject

Assessment criteria, good (3)

The student demonstrates a competence that is related and linked to the literature
The student can reflect and motivate from his/her point of view

Assessment criteria, excellent (5)

The student has an immerse competence and shows a deeper understanding of the subject in relation to the upcoming profession

Assessment methods and criteria

The course is evaluated based on grades (0-5) for assignments (individual and pair/team). The average of the grades for assignments form the final grade in the course.

Qualifications

No prior prerequisites

Further information

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