Curriculum subject

Customer Service

Subject
Subject code	TRT090
Subject name	Customer Service
Credit points	0 CP
Grading method	Grade prelim

Curriculum subject
Curriculum	2004 RA
Study year	0
Semester	Spring semester
Subject type	Mandatory

Subject loads
Lecture	10
Practice	6

General description
History of customer service theory development; marketing at servicing; railway customers; customer contracts; indexes of railway work and customer service quality; analysis measures of customer service system; Consumer Protection Act.

General aim
To provide knowledge about: - the models of customer service marking and their use in providing services in the field of transport; - the necessity of railway customer contracts and their parts; - connection of customer service quality with railway work indexes; - service quality analysis measures in different structures of railway economy; - legislation in the sphere of customer service.

Aim
Having passed the course the student can: - use models of customer service marking and connect them with service in the field of transport; - use the parts of customer contract and connect the content of the contract with the service quality in the case of carriage of goods; - analyse the service quality in providing goods and travel service on railway; - choose single provisions of the Consumer Protection Act.

Form description
Lecture, practical training and independent work.

Literature
1. internet: www.riik.ee/et/; www.evr.ee; www.mkm.ee; www.tja.ee 2. A.Kidron, "Nõustamispsühholoogia" Tallinn 2002a 3. D.Carnegie, "Kuidas võita sõpru ja mõjutada inimesi" Tallinn 1991a 4. G.Grišina " Konflikti psühholoogia" S-Peterburg 2001a 5. J.Tschohl " Teeninduskunst" Tallinn 1997 6. M.Pšenitsnikov loengute kogumik "Suhtlemine äris" S-Peterburg 2001a 7. T.Mauring "Marketingi põhilised printsiibid" Tartu ülikool,1996a 8. F.Kotler "Marketingi alused", Moskva 2007 9. Raudtee entsüklopeedia, Moskva 2003

Current rounds
None