Course Information


Course Information
Course Title Code Semester L+U Hour Credits ECTS
MANAGEMENT OF CUSTOMER RELATIONS AYBS312 6. Semester 0 + 0 0 5.0

Prerequisites None

Language of Instruction Turkish
Course Level Bachelor's Degree
Course Type Compulsory
Mode of delivery
Course Coordinator
Instructors
Assistants
Goals This course aims to introduce students to customer care; such as gaining and keeping customers and measurement of customer relations.
Course Content Promote Customer Care: Customer care concept and properties ,Total Quality Management in Sale and Marketing, Value Creation for Customer,Communication with Customers, Customer Service: Gaining and Keeping Customers; Measurement of Customer Relations: Customer Relations Survey, Benchmarking; Customer-driven culture creation
Learning Outcomes 1) Communicate with customers.
2) Help the classification of customers.
3) Interpret the information on the traditional customer behaviors.
4) Gains skills about making customer appointmens and commissioning program.

Weekly Topics (Content)
Week Topics Teaching and Learning Methods and Techniques Study Materials
1. Week Connect with Customers Lecture; Question Answer; Problem Solving; Discussion; Case Study
Brainstorming
Storyline; Scenario Based Learning; Brain Based Learning; Play Based Learning 		Presentation (Including Preparation Time)
2. Week Connect with Customers Lecture; Question Answer; Problem Solving; Discussion; Case Study
Brainstorming
Storyline; Scenario Based Learning; Brain Based Learning; Play Based Learning 		Presentation (Including Preparation Time)
3. Week Classifying customers Lecture; Question Answer; Problem Solving; Discussion; Case Study
Brainstorming
Storyline; Scenario Based Learning; Brain Based Learning; Play Based Learning; Case Based Learning 		Presentation (Including Preparation Time)
4. Week Online consumer behaviors Lecture; Question Answer; Problem Solving; Discussion; Case Study
Brainstorming
Storyline; Scenario Based Learning; Brain Based Learning; Play Based Learning; Case Based Learning 		Presentation (Including Preparation Time)
5. Week Traditional consumer behaviors Lecture; Question Answer; Problem Solving; Discussion; Case Study
Brainstorming
Storyline; Scenario Based Learning; Brain Based Learning; Play Based Learning 		Presentation (Including Preparation Time)
6. Week Traditional consumer behaviors Lecture; Question Answer; Problem Solving; Discussion; Case Study
Brainstorming
Storyline; Scenario Based Learning; Brain Based Learning 		Presentation (Including Preparation Time)
7. Week An appointment and accomodating Lecture; Question Answer; Problem Solving; Discussion
Brainstorming; Opinion Pool
Storyline; Scenario Based Learning; Brain Based Learning; Play Based Learning 		Presentation (Including Preparation Time)
8. Week An appointment and accomodating Lecture; Question Answer; Problem Solving; Case Study
Brainstorming
Storyline; Scenario Based Learning; Brain Based Learning; Play Based Learning 		Presentation (Including Preparation Time)
9. Week Value for creating customer Lecture; Question Answer; Problem Solving; Discussion; Case Study
Brainstorming
Storyline; Scenario Based Learning; Brain Based Learning; Play Based Learning 		Presentation (Including Preparation Time)
10. Week Value for creating customer Lecture; Question Answer; Problem Solving; Discussion
Brainstorming
Storyline; Scenario Based Learning; Brain Based Learning; Play Based Learning 		Presentation (Including Preparation Time)
11. Week Customer satisfaction Lecture; Question Answer; Problem Solving; Discussion; Case Study
Brainstorming
Storyline; Scenario Based Learning; Brain Based Learning; Play Based Learning 		Presentation (Including Preparation Time)
12. Week Customer satisfaction Lecture; Question Answer; Problem Solving; Discussion; Case Study
Brainstorming
Storyline; Scenario Based Learning; Brain Based Learning 		Presentation (Including Preparation Time)
13. Week Customer complaints Lecture; Question Answer; Problem Solving; Discussion
Brainstorming
Storyline; Scenario Based Learning; Brain Based Learning 		Presentation (Including Preparation Time)
14. Week Customer complaints Lecture; Question Answer; Problem Solving; Discussion; Case Study
Brainstorming
Storyline; Scenario Based Learning; Brain Based Learning; Play Based Learning 		Presentation (Including Preparation Time)

Sources Used in This Course
Recommended Sources
Müşteri İlişkileri Yönetimi, Doç. Dr. Mehmet Baş, Doç. Dr. Metehan Tolon, Doç. Dr. Cemalettin Aktepe, Detay Yayıncılık, 2015
Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi, Prof. Dr. Yavuz Odabaşı, Sistem Yayıncılık, 2013.

Relations with Education Attainment Program Course Competencies
Program RequirementsContribution LevelDK1DK2DK3DK4
PY155555
PY255555
PY355555
PY455555
PY755555

*DK = Course's Contrubution.
0 1 2 3 4 5
Level of contribution None Very Low Low Fair High Very High
.

ECTS credits and course workload
Event Quantity Duration (Hour) Total Workload (Hour)
Course Duration (Total weeks*Hours per week) 14 2
Work Hour outside Classroom (Preparation, strengthening) 14 2
Midterm Exam 1 1
Time to prepare for Midterm Exam 1 1
Final Exam 1 1
Time to prepare for Final Exam 1 1
Total Workload
Total Workload / 30 (s)
ECTS Credit of the Course
Quick Access Hızlı Erişim Genişlet
Course Information
  • Course Information
  • Weekly Topics (Content)
  • Sources Used in This Course
  • Relations with Education Attainment Program Course Competencies
  • ECTS credits and course workload