Ders Planı

CLASS 4

Lesson plan / CUSTOMER RELATIONSHIP MANAGEMENT

Lesson Information

Course Credit	2.0
Course ECTS Credit	3.0
Teaching Language of Instruction	Türkçe
Level of Course	Associate's Degree, TYYÇ: Level 5, EQF-LLL: Level 5, QF-EHEA: Short Cycle
Type of Course	Compulsory
Mode of Delivery	Face-to-face
Does the course require compulsory or optional work experience?	Z
Course Coordinator	Instructor NİL AYDUĞAN
Instructor (s)	Instructor ÇINAR GARİP
Course Assistant	Öğr.Gör. Çınar GARİP

Purpose and Content

The aim of the course	The aim of this course is to enable the customers to recognize, win and maintain the customers they earn by creating loyal customers. At the same time, customers' objections and complaints are evaluated correctly and analyzed with customer satisfaction.
Course Content	The importance of customer relations, the development of historical process, the contribution of the implementation of customer relations, the types of customer loyalty and loyalty, the creation of customer satisfaction and loyalty, the application of customer relations, the stages of customer relations, the rules of communication with customers and communication types, customer complaints and complaints, customer complaints Attaining, measurement of customer relationships, customer relationships Giving examples from the corporate world and how businesses that applied in Turkey.

The aim of the course

The aim of this course is to enable the customers to recognize, win and maintain the customers they earn by creating loyal customers. At the same time, customers' objections and complaints are evaluated correctly and analyzed with customer satisfaction.

Course Content

The importance of customer relations, the development of historical process, the contribution of the implementation of customer relations, the types of customer loyalty and loyalty, the creation of customer satisfaction and loyalty, the application of customer relations, the stages of customer relations, the rules of communication with customers and communication types, customer complaints and complaints, customer complaints Attaining, measurement of customer relationships, customer relationships Giving examples from the corporate world and how businesses that applied in Turkey.

Learning Outcomes

Necessary to solve the problems identified in the field of logistics data to identify, collect and be able to use effectively.
Practical applications, the necessary theoretical knowledge, hands and / or demonstrate the intellectual skills can use.
Logistics and freight transport systems in the field of plant design and practices related to colleagues, superiors, and serves individuals and groups be able to clearly describe and teamwork.
To have a basic knowledge of international trade and business issues.
Logistics as an independent field of learning and to show what they have learned.
Information related to the field of management studies, identifying problems with unpredictable situations and the ability to search a solution won the show.
Textbooks containing information on issues related to the field of Transportation, the application of tools-tools and other resources have supported the basic level of theoretical and practical knowledge.
Warehouse management, shelf systems, stacking machines, different and similar aspects to define the scope of the technical tools and materials.
Sufficient level of foreign language knowledge in the field to have.
Logistics infrastructure in Turkey to have their applications.
Having knowledge about production management.
Logistics Base, to have information about global logistics.
Be knowledgeable about the concept of stock and inventory.
Together with knowledge of basic computer use, Internet technologies, office, graphics, and use project management software.
To have knowledge about the supply and procurement practices.
Procurement of the production process of the realization of his first point until the last point of the distribution reaches the computer software environment of logistics activities within the framework of supply chain management, able to process.
Transportation within the scope of the process and the centers of international recognition modes of transport, transport, customs and insurance documentation make the computer environment.
Transport and logistics teams and for the individual undertakes the work and responsibility shall be enforced.
Applications in the field of transportation to solve complex problems encountered and unpredictable liability for employees is a multi-disciplinary team works effectively in teams.
Transport and logistics-related areas within the framework of a project carried out under the responsibility of development activities executed by employees.
Basic level of knowledge and skills gained in the field of Transport and critically evaluates the philosophy of active training.
Scientific and technological developments in the field monitors, identifies and meets the requirements under the responsibility of employees' learning.
Both the need for theoretical and practical areas of transportation circles, as the effective work of the profession.
Lifelong learning is conscious. Identifying learning objectives, effective access to accurate and adequate information enhances competence.
Objectively evaluate the performance of employees under the responsibility and control.
Issues related to the field of social responsibility, ethical values and social security rights to have knowledge and awareness.
Field issues related to occupational safety, worker health and environmental protection to be conscious.
To have adequate logistics infrastructure.
Adequate knowledge of the transport modes.
Be knowledgeable about logistics management.
To have knowledge about the distribution modes.
Storage and Management to be knowledgeable about.
Historical information about the structure of ownership in the process of global production, currently performed to define the global production of concrete examples.

Weekly Course Subjects

1	Defining basic concepts of customer relations
2	Historical transition from marketing to customer relationship management
3	The importance of customer relationship management - objectives and benefits for businesses
4	Characteristics of customer relations
5	Creation of customer satisfaction, internal and external factors affecting satisfaction
6	Customer loyalty - customer satisfaction - customer value concepts
7	Types of customer loyalty and loyalty kind (distribution of homework topics)
8	The importance of communication with customers and communication types
9	Mid term exam
10	Customer relations planning and implementation
11	Realization of homework presentations
12	Types of customer objections and complaints and complaints management processes of enterprises
13	Customer satisfaction, with examples from the business world and Turkey measurement and evaluation methods
14	General review and evaluation

Resources

1- Müşteri İlişkileri Yönetimi - Prof.Dr.Yavuz ODABAŞI - Aura Yayınevi
2- Müşteri İlişkileri Yönetimi - Hülya BAKIRTAŞ - Ekin Yayıncılık

CLASS 1

CLASS 2

CLASS 3