Subject 'Customer Service'

Year:   2015/2016    2016/2017    2017/2018    2018/2019    2019/2020    

- Service Bases
-The customer and the service provider
- The service includes mandatory and recommended regulations
- Quality of service and level of service
- Service as a service representative function
- Telecommunications

Overview of the principles of relationships and cooperations within the railwaysystem intercorporate customers and service providers.

Student:
- Understand impact the formation quality inside the railtransportsystem of the individual work contribution the rail operators
- Be able to analyze affecting factors;and evaluate the interaction between companies belonging to the railway system,
- Knows the railway service quality indicators and standards;
- Knows the basic services, ancillary services and additional service specifications;
- Distinguishes between commercial and public service characteristics and organizational principles;
- Be able to evaluate and implement communications rules and good practices
- Be able to implement the collaborative working methods

Tutorial,teamwork and independent work.

Homework is the prerequisite for the final evaluation of the substance.
Final assessment will record score with the following:
Individual homework 1 (paper), max 30 points;
Group work followed by two homework (analysis) max 30 points;
written knowledge check substance (answering questions) max 40 points.

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