Information Package / Course Catalogue
| Course Code | : YII513 |
| Course Type | : Area Elective |
| Couse Group | : Second Cycle (Master's Degree) |
| Education Language | : Turkish |
| Work Placement | : N/A |
| Theory | : 3 |
| Prt. | : 0 |
| Credit | : 3 |
| Lab | : 0 |
| ECTS | : 5 |
In today's competitive conditions, the student aims to create customer value, to sustain value, to learn the technique of measuring satisfaction and to manage customer complaints.
Creating customer value under competitive conditions, ensuring the continuity of customer value, creating customer satisfaction and loyalty, measuring satisfaction techniques and managing customer complaints
| 1. | To be able to define guest relations and explain their management |
| 2. | Ability to design customer acquisition and retention efforts by empathizing with guests |
| 3. | To be able to design guest relations management |
| 4. | Managing guest complaints |
| 5. | To be able to measure and interpret guest relations |
| 1. | Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi CRM, Yavuz Odabaşı, Aura Yayınları,2015 |
| Type of Assessment | Count | Percent |
|---|---|---|
| Midterm Examination | 1 | %40 |
| Final Examination | 1 | %60 |
| Activities | Count | Preparation | Time | Total Work Load (hours) |
|---|---|---|---|---|
| Lecture - Theory | 14 | 3 | 3 | 84 |
| Midterm Examination | 1 | 15 | 2 | 17 |
| Final Examination | 1 | 20 | 2 | 22 |
| TOTAL WORKLOAD (hours) | 123 | |||
PÇ-1 | PÇ-2 | PÇ-3 | PÇ-4 | PÇ-5 | |
OÇ-1 | 5 | 5 | 5 | 5 | |
OÇ-2 | |||||
OÇ-3 | |||||
OÇ-4 | |||||
OÇ-5 | |||||