Nevşehir Hacı Bektaş Veli University Course Catalogue
|
|||||
| Year/Semester of Study | 2 / Fall Semester | ||||
| Level of Course | Short Cycle Degree Programme | ||||
| Type of Course | Compulsory | ||||
| Department | TIBBİ TANITIM VE PAZARLAMA | ||||
| Pre-requisities and Co-requisites | None | ||||
| Mode of Delivery | Face to Face | ||||
| Teaching Period | 14 Weeks | ||||
| Name of Lecturer | ZEYNEP ÜNAL (zeynepunal@nevsehir.edu.tr) | ||||
| Name of Lecturer(s) | ZEYNEP ÜNAL, | ||||
| 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. From this point of view, this course will try to explain 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-8 Living with a sense of social responsibility within the social environment will contribute to the project and activities. PO-15 Informing the relevant persons and institutions, transfering ideas and suggestions for solutions to problems in written and verbal by using basic knowledge and skills related issues in this field. |
Presentation Term Paper |
| LO-2 | Explain the importance of customer relationship management, and the impact of competitive advantage. |
PO-5 Medical Promotion and Marketing is basic information related to the dependent and independent of the background using the LED PO-8 Living with a sense of social responsibility within the social environment will contribute to the project and activities. |
Presentation Term Paper |
| LO-3 | Can explain the importance of service quality in customer relations. |
PO-2 The basic level of knowledge and skills acquired in the field of Medical Promotion and Marketing, and evaluates the data using the comments, problems, identifies, analyzes, and the solution takes place for the planned studies / take responsibility PO-8 Living with a sense of social responsibility within the social environment will contribute to the project and activities. PO-10 External appearance, demeanour, attitude and behaviour with the example of the community. |
Presentation Term Paper |
| PO: Programme Outcomes MME:Method of measurement & Evaluation |
|||
| 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 | Lesson introduction, Customer Relationship Concept, Definition and Features. | Lecturing |
| 2 | The Importance of Customer Relationship Management and the Impact of competitive advantage. | Lecturing |
| 3 | Creating Value for Customers and customer orientation. | Lecturing |
| 4 | Communication with customers and Communication Skills Development Patterns. | Lecturing, case study method |
| 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 |
| 7 | Strategies for to gain back lost customers. | Lecturing, case study method, discussion |
| 8 | mid-term exam | |
| 9 | Customer complaints and consideration of customer complaints. | Lecturing, case study method |
| 10 | To provide excellent customer service and service quality in customer relations. | Lecturing, case study |
| 11 | Customer Relationship Measurement Techniques. | Lecturing, question answer |
| 12 | Critical event technique in customer relations. | Lecturing |
| 13 | Customer Relations Survey. | Lecturing |
| 14 | Benchmarking. | Lecturing |
| 15 | Example of customer understanding and evaluating research, general evaluation | Lecturing, question answer |
| 16 | final exam | |
| Recommend Course Book / Supplementary Book/Reading | ||
| 1 | Anadolu Üniversitesi Yayınları, Müşteri İlişkileri Yönetimi, 2022. (04.09.2022 tarihinde https://ets.anadolu.edu.tr/storage/nfs/PZL208U/ebook/PZL208U-13V3S1-8-0-1-SV1-ebook.pdf adresinden ulaşılmıştır) | |
| 2 | Odabaşı, Y., Satış ve Pazarlamada Müşteri İlişkileri, Sistem Yayıncılık, İstanbul. 2000 | |
| 3 | Demirel, Y., Müşteri İlişkileri Yönetimi ve Bilgi Paylaşımı, IQ Kültür Sanat Yayıncılık, İstanbul. 2006 | |
| Required Course instruments and materials | ||
| textbooks and assist books, computer, projection, board and pencil, eraser etc. | ||
| 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 | 1 | 14 | 14 |
| b) Search in internet/Library | 1 | 14 | 14 |
| c) Performance Project | 0 | ||
| d) Prepare a workshop/Presentation/Report | 2 | 2 | 4 |
| e) Term paper/Project | 0 | ||
| Oral Examination | 0 | ||
| Quiz | 0 | ||
| Laboratory exam | 0 | ||
| Own study for mid-term exam | 2 | 7 | 14 |
| mid-term exam | 1 | 1 | 1 |
| Own study for final exam | 2 | 7 | 14 |
| final exam | 1 | 1 | 1 |
| 0 | |||
| 0 | |||
| Total work load; | 90 | ||