A Detailed Study Description

A DETAILED STUDY DESCRIPTION

Module: Customer Service 20 cu
Studies included in the module:

• Tools for Work 6 cu
• Customer Services 6 cu
• Work Environment Skills 4 cu
• On-the-Job Learning 4 cu

Study: On-the-Job Learning 4 cu
Objectives:
Student is able to act in practical customer service tasks and shows their professionalism in service situations in which they take care of the environment, prepares for the service situation, serves both external and internal customers, takes care of the finalising of service situations. Student completes office tasks and calculations related to service situations and they are able to make use of their language skills. Student is cooperational, acts appropriately and obeys the rules of the work community.
Core content of On-the-Job Learning:

• planning one’s own work
• mastering work entity
• effective and productive work
• assessing and developingone’s own work
• using working and communications methods and equipment and searching for information
• looking after the work environment
• working in customer service situations
• learning and problem solving
• interaction and cooperation
• vocational ethics
• health, security and ability to function

Implementation of On-the-Job Learning:
Completed simultaneously with on-the-job learning in managing customer relationshipand sales work 4 cu.

• working in on-the-job learning work place
• completing the vocational skills demonstration according to the skills demonstration plan

Requirements for completion:
Completing work tasks at the on-the-job learning place and passing the skills demonstration according to the on-the-job learning and skills demonstrations plan.
A skills demonstration is to comprise at least:

• mastering the work process in its entirety
• mastering the work methods, tools and materials
• mastering the underpinning knowledge of the work for managing service situations:

customer service in accordance with the company’s or organisation’s instructions
observing the regulations and agreements that apply to the work and service situations
carrying out the invoicing required in a service situation
managing the office tasks associated with service situations

• possessingof key competences for lifelong learning in its entirety.

Targets of
assessment / Assessment criteria:
1. Mastering the
work process / Satisfactory (S1) / Good (G2) / Excellent (E3)
Student or candidate
Planning one’s own work / prepares their work under guidance in accordance with the company’s or organisation’s instructions / plans and prepares their
work in accordance with the company’s or organisation’s
instructions / plans and prepares their
work on their own initiative
in accordance with the
company’s or organisation’s
instructions
Mastering work entity / observes, under instructions, the laws and regulations that apply to their field / observes the laws and regulations that apply to their field / observes the laws and regulations that apply to their field
observes employment law and the collective agreement for their field, works in accordance with the responsibilities and duties of employees and employers / observes employment law
and the collective agreement
for their field, works in accordance with the responsibilities and duties of
employees and employers / observes employment law
and the collective agreement
for their field, works in accordance with the responsibilities and duties of
employees and employers
works under guidance in the different stages of customer service in accordance with the instructions and
objectives of the company or organisation / works mainly independently
in the different stages of customer service in accordance with the plan
drawn up / works according to the plan
in the different stages of
customer service, adjusting
to the demands of the situation
asks for advice when uncertain / asks for advice in new situations / works according to their
level of authority
does the work they are
responsible for, but requires guidance from time to time / does the work they are
responsible for / works responsibly and takes
the next work stages and
the other employees into
account in their work
High-quality operation / works under guidance in accordance with the organisation’s quality and sustainable
development objectives / works in accordance with
the organisation’s quality
and sustainable development
objectives / works in accordance with
the organisation’s quality
and sustainable development
objectives
Effective and productive work / works effectively under
guidance taking the time and other resources available
into account / works cost-effectively and
productively taking the time and other resources available into account / works cost-effectively and
productively taking the time and other resources available into account
under guidance, promotes customer relationships in their work / promotes long-lasting customer relationships in their work / promotes continuity of
operations and long-lasting
customer relationships in
their work
Assessment and
development of their own work / assesses their work and its results under guidance and works in accordance with feedback received / assesses their work and its
results and alters the way
they work in accordance
with feedback received / assesses their work and its
results and develops the way they work
Looking after one’s occupational wellbeing / works to promote their
functional and working
ability. / works to maintain healthy
habits as well as their functional and working ability. / works independently to
maintain healthy habits as
well as their functional and
working ability.
Target of
assessment / Assessment criteria:
2. Mastering the
work methods,
tools and materials / Satisfactory (S1) / Good (G2) / Excellent (E3)
Student
Use of the working methods and equipment / in familiar situations, uses the main work and communications tools and materials safely in accordance with the instructions of the company or organisation / uses the main work and
communications tools and materials safely in accordance with the instructions of the company or organisation / selects appropriate work
and communications tools
and materials as well as uses them safely in changing work situations or in accordance with the company’s or organisation’s and manufacturer’s instructions
under guidance, uses the main tools for their work at the A class driving licence level. / uses the main tools for their work at the A class driving licence level. / uses the work tool programmes at the A class
driving licence level.
Target of
assessment / Assessment criteria:
3. Mastering the underpinning knowledge for the work / Satisfactory (S1) / Good (G2) / Excellent (E3)
Student
Preparations / under guidance, utilises
information about, for example, products, services, competitive situations, campaigns and customer groups / utilises information about,
for example, products, services, competitive situations, campaigns and customer groups / utilises and continuously
updates their information
about, for example, products, services, competitive situations, campaigns and customer groups and other interest groups
Looking after the work environment / under guidance, looks after the functioning of the work environment / looks after the functioning
of the work environment
and keeps it pleasant, taking
the instructions of the
company or organisation
into consideration / takes the initiative in looking
after the functioning of the work environment and keeps it pleasant, taking the
instructions of the company
or organisation into
consideration
with guidance, determines the working community’s rules and the working methods applicable to their work / determines the working
community’s rules and the
working methods applicable
to their work / determines the working
community’s rules and the
working methods applicable
to the working community
Customer service / with guidance, serves customers according to the company’s or organisation’s service concept or instructions / serves customers according
to the company’s or organisation’s service concept or instructions / serves customers according
to the company’s or organisation’s service concept or instructions in changing circumstances
observes the prevailing laws and agreements in familiar service situations / observes the prevailing laws
and agreements in ordinary
service situations / observes the prevailing laws
and agreements in changing
service situations
works as required by the responsibilities and duties for employers and employees and by the labour or working
agreements for the field / works as required by the responsibilities and duties for employers and employees and by the labour or working agreements for the field / works as required by the responsibilities and duties for employers and employees and by the labour or working agreements for the field
under guidance, respond to customer’s ordinary written enquiries / responds to customer’s
ordinary written enquiries / serves customers in writing
too using language that is
appropriate to the context
and medium
takes and passes on ordinary, work-related messages / takes and passes on workrelated messages to the
correct person / takes and passes on workrelated messages to the
correct person, taking the
importance and urgency of
the matter into account
Managing after-care / carries out agreed upon
after-care activities according to the instructions of the company or organization in familiar service situations / carries out agreed upon
after-care activities according to the instructions of the company or organization in ordinary service situations / carries out agreed upon
after-care activities according to the instructions of the company or organization in changing service situations
Managing office work / under guidance, produces documents according to the instructions of the company or organisation using work tool programs / produces documents according to the instructions
of the company or organization using work tool
programs / independently produces
documents according to the
instructions of the company
or organisation using work tool programs
carries out frequently repeated calculations in a service situation / carries out ordinary calculations in a service situation / carries out the calculations
required by the service
situation
with guidance, processes documents in accordance with the instructions of the company or organisation / processes, saves and deletes
documents in accordance
with the instructions of the
company or organisation
checking that the action has
been performed correctly / processes, saves and deletes
documents independently
and in accordance with the
instructions of the company
or organisation
under instructions, maintains work-related registers, for example customer files / maintains work-related
registers in accordance with
the instructions of the company or organisation / independently looks after
work-related registers in accordance with the instructions of the company or organisation
observes the company’s
instructions related to data security in producing, processing
and archiving documents and in maintaining registers / observes the company’s
instructions related to data
security in producing, processing and archiving documents and in maintaining registers / observes the company’s
instructions related to data
security in producing, processing and archiving documents and in maintaining registers
under instructions, participates in producing reports and statistics / produces work-related
reports, statistics and accounts in accordance with
the instructions of the company or organisation / produces work-related
accounts, reports and statistics and looks after their maintenance in accordance with the instructions of the company or organisation
with guidance, processes documents in accordancewith the instructions of the
company or organisation / processes, saves and deletes
documents in accordance
with the instructions of the
company or organisation
checking that the action has
been performed correctly / processes, saves and deletes
documents independently
and in accordance with the
instructions of the company
or organisation
under guidance, maintains work-related registers, for example customer files / maintains work-related
registers in accordance with
the instructions of the company or organisation / independently looks after
work-related registers in accordance with the instructions of the company or organisation
observes the company’s
instructions related to data security in producing, processing
and archiving documents and in maintaining registers / observes the company’s
instructions related to data
security in producing, processing and archiving documents and in maintaining registers / observes the company’s
instructions related to data
security in producing, processing and archiving documents and in maintaining registers
Determining the
profitability of operations / with guidance, participates in determining the revenues and expenses of the working community / as a group member, determines the revenues and
expenses of the working
community as well as various contribution margins / determines the revenues and expenses of the working
community as well as
contribution margins in accordance with the authority given
Sector-specific language skills in foreign language training
Making use of
language skills in
customer service / in addition to the training language, manages service situations in Finnish or
Swedish and can further
help the customer proceed in a service situation in one other language. / in addition to the training
language, manages service
situations in Finnish or
Swedish and in one other
language. / in addition to the training
language, serves the customers in Finnish or Swedish and manages service situations fluently in one other language.
Target of
assessment / Assessment criteria:
4. Key competences for lifelong learning / Satisfactory (S1) / Good (G2) / Excellent (E3)
Student or candidate
Learning and problem solving / needs guidance and support in changing circumstances and in situations in which a
choice needs to be made / acts appropriately in changing circumstances and in situations in which a choice needs to be made / acts appropriately in changing circumstances and in situations in which a choice needs to be made and
finds alternative ways of working
searches for information
from familiar sources / searches for information
from familiar sources / searches for information
from different sources independently and on their own initiative and evaluates the reliability of the information
Interaction and
cooperation / works within a familiar
working community and
group / works in the working community and group with
different kinds of people / works cooperatively as a
member of the working
community and group with
different kinds of people
Vocational ethics / under guidance, observes given ethical instructions / observes given ethical instructions / acts in accordance with the
values of the company or
organisation in their work
and observes the ethics of
their profession
observes confidentiality / observes confidentiality / observes confidentiality
Health, security and ability to function / follows the safety instructions issued for the job, including data security, and does not cause danger to
themselves or others / follows the safety instructions issued for the job, including data security, and does not cause danger to themselves or others / follows the safety instructions issued for the job, including data security, and does not cause danger to themselves or others
removes obvious faults and errors that cause harm that they discover and informs their employer about them / removes obvious faults and
errors that cause harm that
they discover and informs
their employer about them / removes obvious faults and
errors that cause harm that
they discover and informs
their employer about them
works in a way required by the working environment’s safety systems / works in a way required by
the working environment’s
safety systems / works in a way required by
the working environment’s
safety systems
uses safe and varying working methods which do not cause an excessive workload while taking ergonomics
into consideration. / uses safe and varying working methods which do not cause an excessive workload while taking ergonomics into consideration. / uses safe and varying working methods which do not cause an excessive workload while taking ergonomics into consideration.