TÜRKÇE
ENGLISH
Information
| Unit | CEYHAN VOCATIONAL SCHOOL |
| Code | BYA264 |
| Name | Customer Relations Management |
| Term | 2019-2020 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 |
|---|
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 | 20 |
| General Assessment | ||
| Midterm / Year Total | 100 | 20 |
| 1. Final Exam | - | 80 |
| 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 | ||