Subject 'Communication Psychology and Customer Service'

Year:   2007/2008    2008/2009    2009/2010    2010/2011    2011/2012    

On the way to a service-providing society. The notion, nature and quality of service. Product presentation. The personality, skills, attitudes and motivation of a future employee. Cooperation. Perception of an individual and the factors influencing it. Self-image and positive self-reflection. A service employee. Different customer types. The service process and techniques.A sales conversation. A presentation of a service/product. The communication competences of a service employee. The notion, nature and techniques of communication. The stages of communication. The levels of communication. Active listening. Questioning and answering questions. Conflicts. Ways of settling conflicts. The principles of group behaviour. The development of a group. Social roles and improving the skills related to one's professional activities.

The objective of the course is to provide knowledge and practical skills ion communication psychology and customer service, the things students have to handle in their future professional activity while working with different clients.

Students
- can make the positive first impression.
- are able to direct the customer service process starting with making contact until breaking it.
- can use verbal and non-verbal means of communication.
- have an overview of various questioning and listening techniques.
- know how to find out clients' expectations and needs, are able to carry out a sales conversation.
- are able to handle clients' complaints and claims.
- have knowledge of the principles of client-centred service. Can see problems from the "winner - winner" position.
-

Daytime study and distance learning.
Methods: Lectures, guided conversation, discussion, various group work, photo and video analysis.

Klienditeenindus valguses ja varjus. 2005. Tallinn: Äripäeva Kirjastus.
Lehtsaar, T. 2008. Suhtlemiskonflikti psühholooogia. TÜ Kirjastus.
Matthew, M. jt. 2001. Suhtlemisoskused. Tallinn: Väike Vanker.
Mauring, T. 1997. Isiklik müük. TÜ Kirjastus.
Sameli, E. 2005. Suhtlemine - keskastmejuhi proovikivi. Tallinn: Äripäeva Kirjastus.
Trell, E. 2006. Suhtlemispsühholoogia 1. Tallinn: Tallinna Tehnikakõrgkool.
Vadi, M. 1997. Müügisuhtlemine. TÜ Kirjastus.
Other materials selected by the lecturer.

2008: RR  TD  

2007: RR  TD