What is customer and service guidance? (2 cr)
Code: C-02504-SZ00BS65-3006
General information
- Enrollment
- 18.11.2024 - 12.06.2025
- Registration for the implementation has begun.
- Timing
- 13.01.2025 - 31.07.2025
- Implementation is running.
- Number of ECTS credits allocated
- 2 cr
- Local portion
- 2 cr
- Mode of delivery
- Blended learning
- Institution
- JAMK University of Applied Sciences, Non stop, ei aikataulutettuja webinaareja/luentoja.
- Teaching languages
- Finnish
- Seats
- 0 - 100
- Course
- C-02504-SZ00BS65
Evaluation scale
Pass/Fail
Content scheduling
Non Stop Semesters
Objective
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
Methods of completion
Independent e-learning, MOOC
Content
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
Location and time
Non stop
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
Teaching methods
Online teaching
Employer connections
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Exam schedules
Nonstop online exam Exercises can be repeated as many times as you want. There are three attempts to complete the exam.
International connections
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Completion alternatives
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Student workload
Independent study, familiarisation with the material, assignments and exam online 54h.
Qualifications
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