Information Package / Course Catalogue
Customer Relations Techniques
Course Code: ÇMH111
Course Type: Area Elective
Couse Group: Short Cycle (Associate's Degree)
Education Language: Turkish
Work Placement: N/A
Theory: 3
Prt.: 0
Credit: 3
Lab: 0
ECTS: 3
Objectives of the Course

The course aims to provide students with theoretical and practical knowledge that will enable them to be successful in the future positions in service departments of enterprises producing goods in service producing enterprises.

Course Content

These derste students are aimed to examine and evaluate the applications in the sector in line with the information they receive and to provide customer service management, increase customer satisfaction, provide customer loyalty in the service sector in the service sector.

Name of Lecturer(s)
Learning Outcomes
1.Upon completion of this course, students will be able to explain the structure, processes, and customer service management of the service industry in detail
2.Upon completing this course, students will be able to interpret customer behavior in the service industry
3.Upon completing this course, students will be able to explain the necessary steps for measuring and improving customer satisfaction
4.Comments on new approaches to customer relationship management
5.She/he comments on issues related to improving service quality in customer relationship management.
Recommended or Required Reading
1.CUSTOMER RELATIONS MANAGEMENT Basic Concepts and Practices, Beyza Gültekin - Üzeyir Kement, Nobel Publisher.
Weekly Detailed Course Contents
Week 1 - Theoretical
Service Sector and Structure of Sector
Week 2 - Theoretical
Customer Relationship Management: Introduction to CRM
Week 3 - Theoretical
New Approaches in CRM
Week 4 - Theoretical
Consumer Behavior in the Retail Sector
Week 5 - Theoretical
Shaping the retail environment for customers
Week 6 - Theoretical
Management of Customer Complaints
Week 7 - Theoretical
Management of Customer Complaints
Week 8 - Theoretical
Management of Customer Complaints (Midterm exam evaluation)
Week 9 - Theoretical
Information Technologies: Customer Database Creation and Management
Week 10 - Theoretical
Information Technologies: Data Storage
Week 11 - Theoretical
Information Technologies: Information Transformation
Week 12 - Theoretical
Human Resources Management for CRM
Week 13 - Theoretical
Customer Feedback: Customer Satisfaction
Week 14 - Theoretical
Customer Feedback: Measuring and Enhancing Perceived Quality of Service
Assessment Methods and Criteria
Type of AssessmentCountPercent
Assignment1%10
Quiz1%10
Midterm Examination1%20
Final Examination1%60
Workload Calculation
ActivitiesCountPreparationTimeTotal Work Load (hours)
Lecture - Theory140342
Assignment19110
Quiz110111
Midterm Examination1516
Final Examination1516
TOTAL WORKLOAD (hours)75
Contribution of Learning Outcomes to Programme Outcomes
PÇ-1
PÇ-2
PÇ-3
PÇ-4
PÇ-5
PÇ-6
PÇ-7
PÇ-8
PÇ-9
PÇ-10
OÇ-1
4
2
2
3
1
2
OÇ-2
3
2
4
3
2
1
OÇ-3
4
2
3
4
3
2
1
5
OÇ-4
3
4
1
3
2
1
2
2
OÇ-5
4
3
3
4
3
2
1
4
Adnan Menderes University - Information Package / Course Catalogue
2026