Customer Relations and Complaints Management
Tourism and Travel Services
Vocational School of Kartepe Tourism
Short Cycle (Associate'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 Complaints Management | OMP223 | Elective | Associate degree | 2 | Fall | 3 |
Name of Lecturer(s)
Associate Prof. Dr. Ömür ALYAKUT
Assistant Prof. Dr. Yüksel GÜNGÖR
Lecturer Zeynep GENÇ
Lecturer Ramazan BULUZ
Learning Outcomes of the Course Unit
1) Interpersonal and communication skills acquires.
2) In the daily lives of professions and more healthy communicate.
3) The customer concept, types and value of the information about the owner.
4) Customer service information about the quality of the owner.
5) Customer-oriented service approach it adopts.
Program Competencies-Learning Outcomes Relation
| Program Competencies | |||||||||||||||||||||||
| 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 16 | 17 | 18 | 19 | 20 | 21 | 22 | ||
| Learning Outcomes | |||||||||||||||||||||||
| 1 | High | High | High | Middle | High | High | High | High | High | High | Middle | High | Middle | High | High | Middle | Middle | Middle | Middle | Middle | Middle | High | |
| 2 | High | High | High | Middle | High | High | High | High | High | High | Middle | High | Middle | High | High | Middle | Middle | Middle | Middle | Middle | Middle | High | |
| 3 | High | High | High | Middle | High | High | High | High | High | High | Middle | High | Middle | High | High | Middle | Middle | Middle | Middle | Middle | Middle | High | |
| 4 | High | High | High | Middle | High | High | High | High | High | High | Middle | High | Middle | High | High | Middle | Middle | Middle | Middle | Middle | Middle | High | |
| 5 | High | High | High | Middle | High | High | High | High | High | High | Middle | High | Middle | High | High | Middle | Middle | Middle | Middle | Middle | Middle | High | |
Mode of Delivery
Face to Face
Prerequisites and Co-Requisites
None
Recommended Optional Programme Components
Behavioral Sciences
Course Contents
The role of consumer behavior in marketing, factors affecting consumer behavior, cultural and social factors, the purchase decision process, consumer behavior models, types of buying behavior, consumer behavior research and consumerism
Weekly Schedule
1) FUNDAMENTALS OF CUSTOMER RELATIONSHIP MANAGEMENT2) CUSTOMER RELATIONS MANAGEMENT (CRM) CONCEPT AND FUNDAMENTAL PHILOSOPHY
3) CRM Architecture
4) ORGANIZATIONAL STRUCTURE WITHIN THE FRAMEWORK OF CRM
5) RELATIONSHIP CONCEPT AND RELATIONSHIP QUALITY
6) ADVANTAGES AND DISADVANTAGES OF CUSTOMER RELATIONS
7) CUSTOMER SATISFACTION, CUSTOMER LOYALTY AND BUSINESS PERFORMANCE
8) Midterm Examination/Assessment
9) CUSTOMER LIFETIME VALUE
10) UNDERSTANDING OF CUSTOMER NEEDS
11) DATA MINING IN CUSTOMER RELATIONS MANAGEMENT
12) CUSTOMER LIFECYCLE PROCESS
13) CUSTOMER LIFECYCLE PROCESS (Cont.)
14) MANAGEMENT OF CUSTOMER COMPLAINTS
15) Revision
16) Final Examination
Recommended or Required Reading
1- Müşteri Şikayet Yönetimi, Editör: Prof. Dr. Fahri Apaydın, Nobel Yayıncılık
2- Müşteri İlişkileri Yönetimi, Teori, Uygulama, Ölçüm, Prof. Dr. Yavuz Demirel, Seçkin Yayıncılık
3- Müşteri İlişkileri Yönetimi, DOÇ. DR. BAHAR YAŞİN ders notları, İSTANBUL ÜNİVERSİTESİ AÇIK VE UZAKTAN EĞİTİM FAKÜLTESİ
4- Müşteri Şikayet Yönetimi ve Örnek Olaylar, Editörler: Prof. Dr. Ayşe Şahin, Dr. Öğr. Üyesi Cansu Tor Kadıoğlu, Seçkin Yayıncılık
5- Konu ile ilgili güncel makaleler
Planned Learning Activities and Teaching Methods
1) Lecture
2) Question-Answer
3) Discussion
4) Group Study
5) Brain Storming
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