Information Package / Course Catalogue
Customer Relations Management
Course Code: REM331
Course Type: Area Elective
Couse Group: First Cycle (Bachelor's Degree)
Education Language: Turkish
Work Placement: N/A
Theory: 3
Prt.: 0
Credit: 3
Lab: 0
ECTS: 4
Objectives of the Course

With this course; The aim of this course is to gain competencies related to the communication with the guest.

Course Content

To use communication tools, to communicate effectively, to behave according to unusual situations and to provide communication with guests, cultural differences and general information about the culture of the guests constitute the content of this course.

Name of Lecturer(s)
Learning Outcomes
1.Using communication tools
2.Using communication techniques effectively and efficiently
3. Correct communication with guest
4. use interpersonal communication techniques.
5.Recognize the culture of guests from different countries and use it to communicate more effectively.
Recommended or Required Reading
1.Demir, Ş. (2013) Turizm İşletmelerinde Halkla İlişkiler ve İletişim, Detay, Ankara.
Weekly Detailed Course Contents
Week 1 - Theoretical
Discussion of guest concept and importance of communication with guest.
Week 2 - Theoretical
Effective use of guest relations and communication tools (telephone, e-mail, etc.).
Week 3 - Theoretical
Guest types and behaviors
Week 4 - Theoretical
Guest types and behaviors
Week 5 - Theoretical
Elements to be considered in face to face communication in guest relations.
Week 6 - Theoretical
Elements to be considered in face to face communication in guest relations.
Week 7 - Theoretical
Non-boy situations and their solutions
Week 8 - Intermediate Exam
Ara Sınav
Week 9 - Theoretical
Receiving and resolving guest requests and complaints
Week 10 - Theoretical
Communication problems that may arise from cultural difference
Week 11 - Theoretical
Communication problems that may arise from cultural difference
Week 12 - Theoretical
Communication problems that may arise from cultural difference
Week 13 - Theoretical
Communication problems that may arise from cultural difference
Week 14 - Theoretical
Use of body language in communication
Week 15 - Theoretical
Use of body language in communication
Week 16 - Final Exam
finals
Assessment Methods and Criteria
Type of AssessmentCountPercent
Midterm Examination1%40
Final Examination1%60
Workload Calculation
ActivitiesCountPreparationTimeTotal Work Load (hours)
Lecture - Theory143384
Midterm Examination1819
Final Examination19110
TOTAL WORKLOAD (hours)103
Contribution of Learning Outcomes to Programme Outcomes