Subject 'Customer Service'

Year:   2004/2005    2005/2006    2006/2007    2007/2008    2008/2009    

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.

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.

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.

Lecture, practical training and independent work.

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

2017: RT  

2016: RT  

2015: RT  

2014: RT  

2013: RT  

2012: RT  

2011: RT  

2010: RT  

2009: RT  

2008: RT  

2007: RA  

2006: RA  

2005: RA  

2004: RA