TÜRKÇE
ENGLISH
Information
| Unit | KOZAN VOCATIONAL SCHOOL |
| Code | BY205 |
| Name | CUSTOMER RELATIONSHIP MANAGEMENT |
| Term | 2019-2020 Academic Year |
| Semester | 3. Semester |
| Duration (T+A) | 2-0 (T-A) (17 Week) |
| ECTS | 2 ECTS |
| National Credit | 2 National Credit |
| Teaching Language | Türkçe |
| Level | Ön Lisans Dersi |
| Type | Normal |
| Label | C Compulsory |
| Mode of study | Yüz Yüze Öğretim |
| Catalog Information Coordinator | Öğr. Gör. ERBİL RADAVUŞ |
| Course Instructor |
Öğr. Gör. ERBİL RADAVUŞ
(Güz)
(A Group)
(Ins. in Charge)
|
Course Goal / Objective
With this course, students will gain competencies in managing customer relationships.
Course Content
Communication with customers, clients classify, online consumer behavior, the traditional consumer behavior, appointment and hospitality Create customer value, customer satisfaction, customer complaints
Course Precondition
Resources
Notes
Course Learning Outcomes
| Order | Course Learning Outcomes |
|---|---|
| LO01 | Explains the changing structure of customer relationships. |
| LO02 | Explains the importance of customer value, customer satisfaction and customer loyalty. |
| LO03 | Communicate effectively in individual and organizational, will follow the developments in information technology, uses technology effectively. |
| LO04 | Defines the planning of customer relationship management. |
| LO05 | Explains the success and failure elements of customer relationship management. |
| LO06 | Defines the communication process and its elements. |
| LO07 | Explains organizational culture. |
| LO08 | Interprets the problems encountered in customer relations and the basic solution strategies for them. |
Relation with Program Learning Outcome
| Order | Type | Program Learning Outcomes | Level |
|---|---|---|---|
| PLO01 | - | Office Administration and Executive Assistantship explains the basic knowledge and concepts related to and the Secretariat, and will have this information. | 3 |
| PLO02 | - | Office Administration and explains the basic knowledge and skills gained on the Executive Assistant. | 3 |
| PLO03 | - | Office Administration and Executive Assistantship makes the application together with the basic knowledge and concepts in the field . | 3 |
| PLO04 | - | Office Administration and Executive Assistantship to the theoretical and practical knowledge gained in the field has the ability to use. | 3 |
| PLO05 | - | Office Administration and explains the basic knowledge and concepts in the field of Executive Assistant, reviews, assesses | 3 |
| PLO06 | - | Identifies problems by using basic knowledge and skills in their field. | 2 |
| PLO07 | - | Analyze problems and develop solutions in the area. | 3 |
| PLO08 | - | Office Administration and Executive Assistantship of the designs and applications of AST, explain them as necessary. | 3 |
| PLO09 | - | At a basic level within the framework of given yourself with the area can function independently of the issues,take responsibility. | 3 |
| PLO10 | - | Basic skills and knowledge of the area should be able to transfer effectively through written and oral communication. | 2 |
| PLO11 | - | Knowledge and skills to critically evaluate own learning and identify needs. | 3 |
| PLO12 | - | By following the developments on the field of the profession,may point to a more advanced level. | 2 |
| PLO13 | - | A1-A2-level Foreign Language(English) knows,can communicate in the foreign language relevant to the profession | 0 |
| PLO14 | - | Basic computer operating systems,Office applications, and knows how to use the keyboard. | 0 |
| PLO15 | - | In accordance with the rules of Turkish language,written and oral communication effectively may establish. | 0 |
| PLO16 | - | Have sufficient awareness about Ataturk´s principles and revolutions. | 0 |
| PLO17 | - | Professional, ethical, scientific and social values | 3 |
| PLO18 | - | Global and social values within the framework of occupational health,safety and environmental is aware of the value. | 3 |
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | Communicate with customers | lecturing, discusion | |
| 2 | Changing structure of market, marketing and customer relations | lecturing, discusion | |
| 3 | classify clients | lecturing, discusion | |
| 4 | Online consumer behavior | lecturing, discusion | |
| 5 | Traditional consumer behavior | lecturing, discusion | |
| 6 | Appointment and hospitality | lecturing, discusion | |
| 7 | Relationship between customer value, customer satisfaction and loyalty | lecturing, discusion | |
| 8 | Mid-Term Exam | study from the texbook | |
| 9 | Appointment and hospitality | lecturing, discusion | |
| 10 | Planning customer relationship management | lecturing, discusion | |
| 11 | Create customer value | lecturing, discusion | |
| 12 | Stages in implementation of customer relationship management | lecturing, discusion | |
| 13 | Create customer value | lecturing, discusion | |
| 14 | Customer relationship management success and failure elements | lecturing, discusion | |
| 15 | Techniques used in measuring customer relations | lecturing, discusion | |
| 16 | Term Exams | study from the texbook | |
| 17 | Term Exams | study from the texbook |
Assessment (Exam) Methods and Criteria
| Assessment Type | Midterm / Year Impact | End of Term / End of Year Impact |
|---|---|---|
| 1. Midterm Exam | 100 | 40 |
| General Assessment | ||
| Midterm / Year Total | 100 | 40 |
| 1. Final Exam | - | 60 |
| Grand Total | - | 100 |
Student Workload - ECTS
| Works | Number | Time (Hour) | Workload (Hour) |
|---|---|---|---|
| Course Related Works | |||
| Class Time (Exam weeks are excluded) | 14 | 2 | 28 |
| Out of Class Study (Preliminary Work, Practice) | 14 | 1 | 14 |
| Assesment Related Works | |||
| Homeworks, Projects, Others | 0 | 0 | 0 |
| Mid-term Exams (Written, Oral, etc.) | 1 | 4 | 4 |
| Final Exam | 1 | 8 | 8 |
| Total Workload (Hour) | 54 | ||
| Total Workload / 25 (h) | 2,16 | ||
| ECTS | 2 ECTS | ||