Study Guide

Objective

After the course, you will understand what multichannel sales and customer service mean. You identify different sales and customer service situations and know how to act in them.

Content

Characteristics or different sales channels.
Opportunities of multichannel customer service.
Qualities of a good selesperson and customer service representative.

Location and time

Face-to-face meetings at Karelia University of Applied Sciences' Wärtsilä campus and remote meetings on the Collaboration platform of the Moodle environment in accordance with the work schedule.

Materials

Material to be shared or explained during the study period.

Teaching methods

The student understands the key factors of multichannel, especially in relation to sales and customer service. The student understands what multichannel sales and customer service means in practice.

The course includes face-to-face and distance learning, individual and group assignments.

The student's competence is verified through assignments and an exam.

Student workload

The student's workload is approximately 135 hours.

Evaluation scale

H-5

Assessment methods and criteria

In the course, we follow the evaluation criteria of the Karelia University of Applied Sciences, more details are presented in the course.

Further information

The course co-operates with the Business Communication in English and Business Communication courses.