Nevşehir Hacı Bektaş Veli University Course Catalogue
|
|||||
| Year/Semester of Study | 1 / Spring Semester | ||||
| Level of Course | Short Cycle Degree Programme | ||||
| Type of Course | Compulsory | ||||
| Department | HEALTH TOURISM MANAGEMENT | ||||
| Pre-requisities and Co-requisites | None | ||||
| Mode of Delivery | Face to Face | ||||
| Teaching Period | 14 Weeks | ||||
| Name of Lecturer | ARİF NİHAT SAMUR (asamur@nevsehir.edu.tr) | ||||
| Name of Lecturer(s) | |||||
| Language of Instruction | Turkish | ||||
| Work Placement(s) | None | ||||
| Objectives of the Course | |||||
| In this course, it is aimed to make students comprehend the importance of customer relations and their role on business continuity, the necessity of creating and managing a customer-oriented culture. | |||||
| Learning Outcomes | PO | MME | |
| The students who succeeded in this course: | |||
| LO-1 | They can describe the concepts of customer relationship and their features. |
PO-39 Creates strategy about customer relations. PO-41 Knows and applies the written, verbal, visual and audio techniques required for corporate public relations. |
Examination Performance Project |
| LO-2 | Can learn new customer acquisition and customer retention strategies. |
PO-39 Creates strategy about customer relations. |
Examination Performance Project |
| LO-3 | Can explain the importance of service quality in customer relations. |
PO-40 Learns the importance of customer loyalty and quality in customer relations. |
Examination Performance Project |
| PO: Programme Outcomes MME:Method of measurement & Evaluation |
|||
| Course Contents | ||
| The concept of customer relationship management, customer relationship development and customer service, customer acquisition and retention, measuring the effects of customer relationship activities. | ||
| Weekly Course Content | ||
| Week | Subject | Learning Activities and Teaching Methods |
| 1 | Customer Relationship Concept, Definition and Features. | Lecturing |
| 2 | The Importance of Customer Relationship Management and the Impact of competitive advantage. | Lecturing, discussion |
| 3 | Creating Value for Customers and customer orientation. | Lecturing,question-answer |
| 4 | Communication with customers and Communication Skills Development Patterns. | Lecturing,discussion |
| 5 | The concept of quality of service and preparation checklist for customer service. | Lecturing |
| 6 | To gain customer, customer retention and development of Customer Retention Programs. | Lecturing,discussion |
| 7 | Strategies for to gain back lost customers. | Lecturing,discussion |
| 8 | mid-term exam | |
| 9 | Customer complaints and consideration of customer complaints. | Lecturing,question-answer |
| 10 | To provide excellent customer service and service quality in customer relations. | Lecturing |
| 11 | Customer Relationship Measurement Techniques. | Lecturing |
| 12 | Critical event technique in customer relations. | Lecturing |
| 13 | Customer Relations Survey. | Lecturing,discussion |
| 14 | Benchmarking. | Lecturing |
| 15 | Example of customer understanding and evaluating research. | Lecturing,question-answer |
| 16 | final exam | |
| Recommend Course Book / Supplementary Book/Reading | ||
| 1 | Demirel, Y. (2006), Müşteri İlişkileri Yönetimi ve Bilgi Paylaşımı, IQ Kültür Sanat Yayıncılık, İstanbul. | |
| 2 | Odabaşı, Y. (2000), Satış ve Pazarlamada Müşteri İlişkileri, Sistem Yayıncılık, İstanbul. | |
| Required Course instruments and materials | ||
| Lecture notes and projection machine. | ||
| Assessment Methods | |||
| Type of Assessment | Week | Hours | Weight(%) |
| mid-term exam | 8 | 1 | 40 |
| Other assessment methods | |||
| 1.Oral Examination | |||
| 2.Quiz | |||
| 3.Laboratory exam | |||
| 4.Presentation | |||
| 5.Report | |||
| 6.Workshop | |||
| 7.Performance Project | |||
| 8.Term Paper | |||
| 9.Project | |||
| final exam | 16 | 1 | 60 |
| Student Work Load | |||
| Type of Work | Weekly Hours | Number of Weeks | Work Load |
| Weekly Course Hours (Theoretical+Practice) | 2 | 14 | 28 |
| Outside Class | |||
| a) Reading | 2 | 14 | 28 |
| b) Search in internet/Library | 1 | 2 | 2 |
| c) Performance Project | 0 | ||
| d) Prepare a workshop/Presentation/Report | 0 | ||
| e) Term paper/Project | 0 | ||
| Oral Examination | 0 | ||
| Quiz | 0 | ||
| Laboratory exam | 0 | ||
| Own study for mid-term exam | 5 | 3 | 15 |
| mid-term exam | 1 | 1 | 1 |
| Own study for final exam | 5 | 3 | 15 |
| final exam | 1 | 1 | 1 |
| 0 | |||
| 0 | |||
| Total work load; | 90 | ||