Customer Competence in Aviation Business 1 - Opinto-opas

The module is a part of basic studies in Porvoo Campus competency-based curriculum and advances the following competencies: e.g., customer understanding and service, understanding how to find and maintain customers, customer lifecycle, customer analysis, focus on customer behavior 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.

The module has no prerequisites. This module is linked with all the level 1 modules of the Campus curriculum. This module, offered in Semester 1, is part 1 of the upcoming module, offered in Semester 2, with a similar name. The module contents will be implemented through semester projects.

The content of this course is:
Customer understanding and segmentation
Customer needs and expectations
Consumer behavior, buying, and decision-making processes
Customer Journey and Touchpoints
Customer Service in Aviation
Customer Relationship management
Basics of Marketing

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 recognize and follow customer needs as well as focus on customers' behavior. 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.

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 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.

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 recognize and follow customer needs as well as focus on customer behavior in the Aviation environment. S/he knows the basics of marketing and is able to use different marketing communication channels. The student participates proactively and with goal-orientation in the project planning, implementation, and evaluation. The student is able to display an excellent customer-oriented mindset.

Connections to business life
When possible, company visits, also during covid guest lecturers and workshops in cooperation with different companies and organizations.

This implementation is aimed at ABBA Open Path students and is performed as an independent learning task.

Porvoo Campus

English

01.08.2022 - 30.12.2022

An independent learning task given by a teacher

AB1OP
DEMO

Tuula Ryhänen, Jemina Kinnari

15 - 50

ABBA Degree Programme in Aviation Business

0.00 cr

H-5