In this module you will learn about and how to perceive factors affecting customer experiences. You will also learn how to acquire customer experiences in diverse fields of business and to understand the importance of customer satisfaction. The module includes also information of sustainable development and several key figures in businesses, as well as how to develop those figures with your own actions.
The exchange project consists of a virtual part period online for 4 weeks (1 hour weekly) and is followed by a two-week school period in Finland. The virtual part of the project will include connecting with the people involved and getting instructions of doing preliminary tasks
For the visitation part you will
attend lectures
participate in workshops
visit local companies
take part to cultural activities
This project will allow you to broaden your horizons and develop an understanding of a different European culture.
Afterwards you can have an internship in a local company or short job-shadowing period if you want.
Student manual
Title
Exploring Customer Service and Profitability
Description
In this module, the students will learn about and how to perceive factors affecting customer experiences, and how to acquire customer experiences in diverse fields of business. The students will learn to understand several key figures in businesses, how to affect those figures with their own actions, as well as to recognize various other tools of business competition.
Learning outcomes
After following this module, You will be (skills) Aware of different customer types and service models Know about factors affecting customer experiences and ways to acquire feedback Know about business competition and key figures You will know more about: (knowledge) Paying attention to different customer types and service models Monitoring the main key figures related to business operation and Assessing business profitability How to collect and process customer feedback Using English both in oral and written work-related situations You will gain (competences or attitude): For working in a goal-oriented manner in a group as well as independently Knowing how to give and receive feedback and develop your work accordingly Have the ability to report on the results of observations and questionnaires Has an understanding of innovation in a business development context Communication skills and experience
Have contact with the class abroad, know the people you’ll be working with and explore the program. Getting familiar with welcoming materials given in Moodle
Result
Participants will know the main points of the project and something about each other and about school/Kuopio/Finland
Assignment
Tell the group about yourself
Theory
Task 2
Preparation (Virtual online preparation – presented in Finland)
Goal
Participants will know something about each other school and country
Activities
Prepare information about their school and education, city they live in, what is typical to your life and hobbies
Result
Participants will know something about each other
Assignment
Create a presentation
Theory
Task 2
Preparation (Virtual online preparation – presented in Finland)
Goal
Select a local company (to present them in Finland later) making sure they know the most important aspects of it
Activities
Select a company in the field of either a.) hospitality and catering e.g. restaurant or other service b.) leisure activities eg. eBike sales, canoeing, trekking, sports. Make notes of how they approach their customer care, sustainable development, how they measure customer satisfaction, and what are the companies’ key figures ie. turnover and number of outlets etc.
Result
Students are aware of the companies’ key aspects
Assignment
Students will pick a suitable company and create notes about it; possibly in video format
To understand customer experience before, during and after a visit to a company
Activities
Lecture on presales, customer service and after sales. Study various companies online via their presence on Instagram, Facebook and commercials in social media and elsewhere to understand their pre-sales image and selling points
Result
Students are aware of the company image and the factors affecting customer experiences
Assignment
Study 2-3 companies online; their social media and webpage presence and make notes of their image and selling points (the lecturer will provide the companies to be studied)
Theory
Task 4
Realisation
Goal
To understand key figures of companies and how to examine them
Activities
Lecture on key figures followed by student tasks and activities analysing them
Result
Students are aware of various factors affecting company turnover and profitability
Assignment
In groups, students will interpret and explain statistical data on companies (provided by the lecturer)
Theory
Task 5
Realisation
Goal
To learn to create Microsoft forms
Activities
Create a feedback form using microsoft forms tool.
Result
Students are aware of how to collect feedback by using this tool and importance of customer service and what issues need to be addressed and paid attention to
Assignment
In groups, students will study how to create a feedback instrument (using Microsoft forms) and practice how to collect and analyse results.
Theory
Task 6
Realisation
Goal
Comparing companies in the same field of business
Activities
Visiting local companies of the same field as companies studied in preliminary task and studying them to prepare comparison of companies
Result
Students are aware of main aspects of competition and their importance and variation
Assignment
Visit local companies, study their service policies and operations, and create a comparison presentation about them and the companies they studied in preliminary task locally
Theory
Task 7
Realisation
Goal
To understand the importance of sustainable development and responsibility
Activities
Studying sustainable development as used by various companies and their policies
Result
Students are aware of main aspects of sustainable development and responsibility and take those issues on to account
Assignment
Visit local companies and make an interview or study their sustainable development and responsibility
Theory
Task 8
Evaluation
Goal
To think about what was learned and what was the outcome
Activities
Creating a presentation on the things learned and dealt
Result
Students will summarise what was done and reinforce their presentation, teamwork and technical skills in creating presentations
Assignment
Create a presentation on the content learned and dealt with; present it to the class. Students/teachers from participating schools can join online for presentations or presentation can be recorded
