BYA264 Customer Relations Management

3 ECTS - 2-0 Duration (T+A)- 4. Semester- 2 National Credit
Information About Course

Information
Goal, Content & Resources
Course Learning Outcomes
Relation with Program Learning Outcome
Week Plan
Assessment
Student Workload - ECTS

Information

Unit CEYHAN VOCATIONAL SCHOOL
Code BYA264
Name Customer Relations Management
Term 2018-2019 Academic Year
Semester 4. Semester
Duration (T+A) 2-0 (T-A) (17 Week)
ECTS 3 ECTS
National Credit 2 National Credit
Teaching Language Türkçe
Level Ön Lisans Dersi
Type Normal
Label E Elective
Mode of study Yüz Yüze Öğretim
Catalog Information Coordinator Öğr. Gör. Dr. ÜNAL BALCI
Course Instructor Öğr. Gör. Dr. ÜNAL BALCI (Bahar) (A Group) (Ins. in Charge)


Course Goal / Objective

With this course, students will gain competencies in managing customer relationships.

Course Content

This course includes following subjects. Relation with the costumers, classification of customers, to create a costumer worth, Customer satisfaction, costumer complaints.

Course Precondition

Resources

Notes



Course Learning Outcomes

Order Course Learning Outcomes
LO01 Identifies the customer
LO02 Knows the necessary steps to improve customer satisfaction
LO03 Organizes customer relationships


Relation with Program Learning Outcome

Order Type Program Learning Outcomes Level
PLO01 Bilgi - Kuramsal, Olgusal Defines the basic concepts and principles of Office Management and Executive Assistantship.
PLO02 Bilgi - Kuramsal, Olgusal Collects, analyzes and evaluates the data necessary for the solution of the problems encountered in the Office Management and Executive Assistant profession.
PLO03 Bilgi - Kuramsal, Olgusal Follows and evaluates the developments in the field of Office Management and Executive Assistant by using scientific methods and techniques.
PLO04 Bilgi - Kuramsal, Olgusal Have basic knowledge of social, economic, cultural and legal issues. 4
PLO05 Bilgi - Kuramsal, Olgusal Gains information about the supervision and evaluation of the employees working under her in the offices.
PLO06 Bilgi - Kuramsal, Olgusal Explains the information about the use of technology in offices.
PLO07 Bilgi - Kuramsal, Olgusal Explains the services that can be carried out in the offices related to the field of Office Management and Executive Assistant and the related procedures.
PLO08 Bilgi - Kuramsal, Olgusal Develops solution suggestions by using theoretical knowledge and skills, and general problems encountered in the field of Office Management and Executive Assistantship. 4
PLO09 Bilgi - Kuramsal, Olgusal It can collect the necessary information with the organization foreseen by the manager and present it in the form of a report.
PLO10 Bilgi - Kuramsal, Olgusal Uses office technologies effectively.
PLO11 Bilgi - Kuramsal, Olgusal Regulates the time and protocol for the organizations envisaged by the manager.
PLO12 Beceriler - Bilişsel, Uygulamalı Creates appropriate environments by taking into account the social and cultural differences of individuals and their special needs related to their fields.
PLO13 Beceriler - Bilişsel, Uygulamalı Applies methods and techniques to keep the document and record processing for the manager under control.
PLO14 Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği He/She can take responsibility individually and as a group in solving the problems encountered.
PLO15 Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği By gaining self-learning ability, he/she can evaluate the information he/she has learned with a critical approach.
PLO16 Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği He/She can communicate effectively and healthily with the manager and the internal and external environment of the organization. 5
PLO17 Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği He/She can use the software and hardware required by his/her profession together with basic computer usage knowledge.
PLO18 Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği Have sufficient foreign language knowledge in the field of Office Management and Executive Assistant.
PLO19 Yetkinlikler - Öğrenme Yetkinliği Have the necessary knowledge and awareness of social responsibility, ethical values, social security rights, occupational safety, worker health and environmental protection related to the field.


Week Plan

Week Topic Preparation Methods
1 The concept of customer and customer relations Lecture notes
2 To improve customer relationships and changes in marketing approach Lecture notes
3 To improve customer relationships and changes in marketing approach Lecture notes
4 Customer lifetime value Lecture notes
5 Creating value alternatives for customers of enterprises Lecture notes
6 Consideration of customer complaints Lecture notes
7 Communication types Lecture notes
8 Mid-Term Exam
9 Communicate with customers Lecture notes
10 The role of the sales force in communication with customers Lecture notes
11 Customer service Lecture notes
12 Customer service Lecture notes
13 Customer satisfaction and customer loyalty Lecture notes
14 Measurement of Customer satisfaction Lecture notes
15 General assessment Lecture notes
16 Term Exams
17 Term Exams


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 2 28
Assesment Related Works
Homeworks, Projects, Others 0 0 0
Mid-term Exams (Written, Oral, etc.) 1 6 6
Final Exam 1 16 16
Total Workload (Hour) 78
Total Workload / 25 (h) 3,12
ECTS 3 ECTS

Update Time: 22.04.2025 10:57