Information Package / Course Catalogue
Complaint Management
Course Code: HİR398
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: 5
Objectives of the Course

The aim of this course is to teach students the fundamental principles and processes of complaint management; to equip them with the skills to analyze stakeholder complaints, resolve them using effective communication techniques, and develop strategies that contribute to improving corporate reputation.

Course Content

The course aims to enable students to analyze the causes of complaints, plan complaint resolution processes, implement complaint management practices in digital and traditional communication environments, develop strategies for protecting corporate reputation, and develop solution-oriented approaches within the framework of ethical and legal responsibilities.

Name of Lecturer(s)
Learning Outcomes
1.They will acquire theoretical and practical knowledge of complaint management processes.
2.It develops communication skills for analyzing and resolving complaints.
3.It implements complaint management practices in both digital and traditional communication environments.
4.It develops complaint management strategies with a sense of ethical and professional responsibility.
5.It evaluates the role of complaints management in protecting corporate reputation.
Recommended or Required Reading
1.Şikayet Yönetimi Rehberi,MediaCat Kitapları, 2015
Weekly Detailed Course Contents
Week 1 - Theoretical
Introduction to complaints management: basic concepts, scope and importance.
Week 2 - Theoretical
The relationship between public relations, customer relations, and complaints management.
Week 3 - Theoretical
Complaint behaviors and complainant profiles
Week 4 - Theoretical
Classification of complaints
Week 5 - Theoretical
Effective communication, empathy, and active listening techniques.
Week 6 - Theoretical
Sources of Complaints
Week 7 - Theoretical
Corporate reputation management and the relationship between complaints.
Week 8 - Theoretical
Complaint management on digital platforms and social media.
Week 9 - Theoretical
Crisis communication and the process by which complaints turn into a crisis.
Week 10 - Theoretical
Ethical principles in complaint management.
Week 11 - Theoretical
The Legal Aspect of Complaint Management
Week 12 - Theoretical
ISO 10002 standard and complaint management systems
Week 13 - Theoretical
Case Study Analyzes 1
Week 14 - Theoretical
Case Study Analyzes 2
Assessment Methods and Criteria
Type of AssessmentCountPercent
Midterm Examination1%40
Final Examination1%60
Workload Calculation
ActivitiesCountPreparationTimeTotal Work Load (hours)
Lecture - Theory143384
Reading2114
Individual Work4028
Midterm Examination1819
Final Examination119120
TOTAL WORKLOAD (hours)125
Contribution of Learning Outcomes to Programme Outcomes
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OÇ-1
1
1
1
1
1
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3
1
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2
1
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2
1
1
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1
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1
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1
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1
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1
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2
1
1
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2
1
1
1
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1
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5
3
2
5
2
2
2
1
2
1
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1
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1
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2
Adnan Menderes University - Information Package / Course Catalogue
2026