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Mastering Challenging Customer Encounters (2cr)

Code: SS10081-3002

General information


Enrollment
01.10.2025 - 30.01.2026
Registration for introductions has not started yet.
Timing
02.02.2026 - 15.05.2026
The implementation has not yet started.
Number of ECTS credits allocated
2 cr
Local portion
0 cr
Virtual portion
2 cr
Mode of delivery
Distance learning
Unit
Open UAS
Campus
Tikkarinne Campus Tikkarinne 9
Teaching languages
Finnish
Seats
5 - 50
Degree programmes
Degree Programme in Social Services
Teachers
Lauri Saarelainen
Teacher in charge
Lauri Saarelainen
Groups
TOP25_26
Other Complimentary Studies Group Semester 2025-2026
KAKK26
Karelia, Open UAS, All, Spring, 2026
Course
SS10081

Evaluation scale

H-5

Objective

After completing the course, you will be able to:
• understand the underlying factors behind challenging customer behavior
• apply essential communication and interaction skills in challenging encounters
• strengthen your professional confidence and resilience in customer-facing roles

Content

This course aims to strengthen students’ ability to handle challenging customer situations in a constructive and professional manner. The course explores the underlying factors behind difficult customer behavior as well as the dynamics of interaction and service encounters.
Students will develop skills to anticipate, understand, and manage various challenging customer interactions. The course emphasizes practical communication strategies, and tools for coping with stress in demanding service situations.
The course is particularly suitable for university of applied sciences students pursuing careers in customer service, social services, healthcare or education, where strong interpersonal skills are essential.

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