Nevşehir Hacı Bektaş Veli University Course Catalogue
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| Year/Semester of Study | 2 / Fall Semester | ||||
| Level of Course | Short Cycle Degree Programme | ||||
| Type of Course | Optional | ||||
| Department | TOURISM AND TRAVEL SERVICES | ||||
| Pre-requisities and Co-requisites | None | ||||
| Mode of Delivery | Face to Face | ||||
| Teaching Period | 14 Weeks | ||||
| Name of Lecturer | FURKAN SOYSALDI (furkansoysaldi@nevsehir.edu.tr) | ||||
| Name of Lecturer(s) | |||||
| Language of Instruction | Turkish | ||||
| Work Placement(s) | None | ||||
| Objectives of the Course | |||||
| In today's highly competitive environment, retain existing customers and attract new customers, have been extremely important in terms of business to sustain life. This course introduces students the importance of customer relations and the role of business continuity, and management of the necessity of creating a customer-focused culture tried to explain. | |||||
| 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-13 Know and apply making reservation, coordinating with hotel and other accomodation businesses, managing customer relations, calculations, and accounting and registering. PO-14 Participate in team work as a team member in sales marketing, congress and fair organizations. |
Examination |
| LO-2 | Explain the importance of customer relationship management, and the impact of competitive advantage. |
PO-14 Participate in team work as a team member in sales marketing, congress and fair organizations. |
Examination |
| LO-3 | Can explain the importance of service quality in customer relations. |
PO-13 Know and apply making reservation, coordinating with hotel and other accomodation businesses, managing customer relations, calculations, and accounting and registering. PO-14 Participate in team work as a team member in sales marketing, congress and fair organizations. |
Examination |
| LO-4 | Can provide excellent customer service. |
PO-4 Know how to organize and present information, presentation, guiding, transportation, meetings-congress organizations, and other services. PO-8 Analyse the problems that encounter in the sector with theoretical and practical experience and produce solutions. PO-9 Have strong communication skills and have a good teamwork. PO-13 Know and apply making reservation, coordinating with hotel and other accomodation businesses, managing customer relations, calculations, and accounting and registering. PO-14 Participate in team work as a team member in sales marketing, congress and fair organizations. |
Examination |
| PO: Programme Outcomes MME:Method of measurement & Evaluation |
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| Course Contents | ||
| In this course, the concept of customer relationship management, customer relationship development and customer service, to gain customer and retention, customer relations, such as measuring the effects of activities will be discussed. | ||
| 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 | ||