•   Customer Competence in Aviation Business 2 SAL1AB102-3007 22.08.2022-16.12.2022  5   (CONTACT, ...) +-
    Learning objectives
    The module is a part of basic studies in Porvoo Campus competence-based curriculum and advances the following competences: e.g., customer understanding and service, understanding how to find and maintaining customers, customer lifecycle, customer analysis, focus on customer experience within the aviation industry. The module advances also communication and argumentation, active listening and rapport building and skillful communication. There are also other parallel implementations of this module with the same objectives yet with a different industry specific focus.
    Starting level and linkage with other courses
    The module has no prerequisites. This module is linked with all the level 1 modules of the Campus 2017 curriculum. This module, offered in Semester 1, is part 1 of the upcoming module, offered in Semester 2, with the similar name. The module contents will be implemented through semester projects.
    Contents
    • Customer understanding (1st-2nd semester)
    • Tools to identify customer needs and expectations (1st-2nd semester)
    • Consumer behaviour (1st-2nd semester)
    • Customer journey (1st-2nd semester)
    • Customer experience management (1st-2nd semester)
    • Sales and marketing communication (with an aviation industry specific approach) (2nd semester)
    Assessment criteria
    Assessment criteria - grade 1
    The student understands how to find and maintain customers by choosing and using research and development methods when aided and guided by others. S/he has difficulties in evaluating different customer types and changing communication accordingly. S/he has a limited ability to recognise and follow customer needs as well as focus on customer experience. The student is able to use different sales and marketing communication channels only with assistance. S/he is able to display only a poor level of customer orientation. The student participates in the project planning, implementation and evaluation with a minimal input. The student is able to operate only when the task and instructions are given and when s/he is aided by other students and the supervisors.
    Assessment criteria - grade 3
    The student understands how to find and maintain customers by choosing and using relevant research and development methods. S/he is able to evaluate customer types and change communication accordingly. S/he can recognise and follow customer needs as well as focus on customer experience. The student has a rather good ability to use different sales and marketing communication channels. S/he is able display some level of customer orientation. The student participates in the project planning, implementation and evaluation independently and makes use of the advise available. The student is able to operate when the task and instructions are given.
    Assessment criteria - grade 5
    The student understands how to find and maintain customers by choosing and using relevant research and development methods. S/he is able to evaluate customer types and change communication accordingly. S/he can recognise and follow customer needs as well as focus on customer experience. S/he is able to use different sales and marketing communication channels. The student participates proactively and with goal-orientation in the project planning, implementation and evaluation. The student displays excellent customer oriented mindset and is able to develop business in a responsible manner.

    Teaching methods and instruction

    Online and contact teaching

    Learning material and recommended literature

    Books on the content topics
    E-books and online articles
    Companies’ web-portals
    Industry related reports and statistics
    Relevant media, news agencies, quality press, etc.
    Social networking tools

    Mode of delivery

    Contact teaching

    Working life connections

    When applicable company visits, guest lecturers and workshops in cooperation with different companies and organisations. Commissions from industry partners.

    Campus

    Porvoo Campus

    Teaching language

    English

    Internationality

    Possibility to work with international team and international lectures. Guest lecturers from international organisations and partner universities. International learning materials.

    Timing

    22.08.2022 - 16.12.2022

    Learning assignments

    Individual assignment Group project Other relevant learning tasks

    Enrollment

    13.06.2022 - 19.08.2022

    Content scheduling

    Wednesdays 10.00- 11.30 and Fridays 8.15-9.45

    Groups
    • CONTACT
    • AB2
    Alternative learning methods

    If students have acquired the required competence in previous work tasks, recreational activities or on another course, they can show the competence with a demonstration and progress faster through their studies. More information and instructions for recognising and validating prior learning (RPL) are available at MyNet.
    Learning by using the work-based learning method “Work&Study” according to a plan that shows how the learning goals of the course can be obtained through the student’s work or hobby. More information from responsible teachers or academic advisors.

    Teachers

    Jemina Kinnari

    Seats

    15 - 40

    Further information

    ASSESSMENT CRITERIA

    Assessment criteria - grade 1
    The student knows how to find and maintain customers by choosing and using research and development methods when aided and guided by others. S/he has difficulties in evaluating different customer types and changing communication accordingly. S/he has a limited ability to recognise and follow customer needs as well as focus on customer experience. The student is able to use different sales and marketing communication channels only with assistance. S/he is able to display only a poor level of customer orientation. The student participates in the project planning, implementation and evaluation with a minimal input. The student is able to operate only when the task and instructions are given and when s/he is aided by other students and the supervisors.

    Assessment criteria - grade 3
    The student can find and maintain customers by choosing and using relevant research and development methods. S/he is able to evaluate customer types and change communication accordingly. S/he can recognise and follow customer needs as well as focus on customer experience. The student has a rather good ability to use different sales and marketing communication channels. S/he is able display some level of customer orientation. The student participates in the project planning, implementation and evaluation independently and makes use of the advise available. The student is able to operate when the task and instructions are given.

    Assessment criteria - grade 5
    The student can find and maintain customers by choosing and using relevant research and development methods. S/he is able to evaluate customer types and change communication accordingly. S/he can recognise and follow customer needs as well as focus on customer experience. S/he is able to use different sales and marketing communication channels. The student participates proactively and with goal-orientation in the project planning, implementation and evaluation. The student displays excellent customer oriented mindset and is able to develop business in a responsible manner.

    Degree Programme

    ABBA Degree Programme in Aviation Business

    Evaluation scale

    H-5