Customer Relations and Complaint Management
Tourism Management - Tourism Administration
Faculty of Tourism
First Cycle (Bachelor's Degree)
| Course Unit Title | Course Unit Code | Type of Course Unit | Level of Course Unit | Year of Study | Semester | ECTS Credits |
|---|---|---|---|---|---|---|
| Customer Relations and Complaint Management | TUF409 | Elective | Bachelor's degree | 4 | Fall | 6 |
Name of Lecturer(s)
Prof. Dr. Bilsen BİLGİLİ
Assistant Prof. Dr. Oylum EKŞİ
Learning Outcomes of the Course Unit
1) Extract information for customer relationship management and codes.
2) Customer relationship management process plans.
3) Manages customer relationship.
4) It forms CRM culture in the business
5) It spreads CRM culture
Program Competencies-Learning Outcomes Relation
| Program Competencies | ||||||||
| 1 | 2 | 3 | 4 | 5 | 6 | 7 | ||
| Learning Outcomes | ||||||||
| 1 | Middle | Middle | Middle | Middle | Middle | High | High | |
| 2 | High | Middle | Middle | High | Middle | Middle | Middle | |
| 3 | High | High | High | High | High | High | High | |
| 4 | High | High | High | High | High | High | High | |
| 5 | High | High | High | High | High | High | High | |
Mode of Delivery
Face to Face
Prerequisites and Co-Requisites
None
Recommended Optional Programme Components
Not Required
Course Contents
Customer and Related Concepts, Concept of Customer Relationship Management, Customer Relationship Management, Process and Stages of Development, Customer Relationship Management, Scope, Benefits and Related Fields, Sales, Marketing, Customer Service, Customer Relationship Management Factors that make it successful, Information Technology and Customer Relationship Management
Recommended or Required Reading
Planned Learning Activities and Teaching Methods
Assessment Methods and Criteria
Contribution of Midterm Examination to Course Grade |
30% |
|---|---|
Contribution of Final Examination to Course Grade |
70% |
Total |
100% |
Language of Instruction
Turkish
Work Placement(s)
Not Required