| Course Unit Code | Course Unit Title | Type of Course Unit | Year of Study | Semester | Number of ECTS Credits | | SEC1652014849 | CUSTOMER RELATIONS MANAGEMENT | Elective | 1 | 1 | 3 |
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| Level of Course Unit |
| Short Cycle |
| Objectives of the Course |
| This course is aimed to gain competencies related to maintaining communication with the guest. |
| Name of Lecturer(s) |
| Öğr. Gör. Nagehan Aydın Sarı |
| Learning Outcomes |
| 1 | You can use the communication tools | | 2 | You can communicate effectively | | 3 | behave according to the extraordinary situation | | 4 | You can communicate with the guest |
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| Mode of Delivery |
| Evening Education |
| Prerequisites and co-requisities |
| None |
| Recommended Optional Programme Components |
| None |
| Course Contents |
| Contact by Phone, Contact by Fax, e-mail, Internet voice and video communication, Oral Communication Written Communication, Body Language, Inside guest accommodations may encounter Extraordinary Situations and Solutions, Guests Types and Behaviors, Guest requests, the Complaint Received |
| Weekly Detailed Course Contents |
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| 1 | Protocols by phone, Protocol with Fax | | | | 2 | Contact by email, Voice and video communication on the Internet | | | | 3 | The importance of verbal communication and types, Speech, language and facial expressions | | | | 4 | Written communication types, official-Special Types of writing | | | | 5 | The importance of body language and technical | | | | 6 | May face extraordinary circumstances outside the guest accommodations | | | | 7 | Guests can experience the extraordinary circumstances beyond the accommodations and solutions | | | | 8 | midterm exam | | | | 9 | Knowing is not possible to state intervention, operations to be performed | | | | 10 | Character traits of the guest type | | | | 11 | Guests of the behavioral patterns | | | | 12 | Getting to know the method guest complaints | | | | 13 | Guests problem solving methods | | | | 14 | Guests are welcome requests and complaints forms | | | | 15 | Guest requests and complaints on statistical data conversion | | | | 16 | Year Final Exam | | |
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| Recommended or Required Reading |
| Müşteri İlişkileri Yönetimi - Detay Yayıncılık
Doç. Dr. Mehmet Baş
Doç. Dr. Metehan Tolon
Yrd. Doç. Cemalettin Aktepe |
| Planned Learning Activities and Teaching Methods |
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| Assessment Methods and Criteria | |
| SUM | 0 | |
| SUM | 0 | | Yarıyıl (Yıl) İçi Etkinlikleri | 40 | | Yarıyıl (Yıl) Sonu Etkinlikleri | 60 | | SUM | 100 |
| | Language of Instruction | | Turkish | | Work Placement(s) | | None |
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| Workload Calculation |
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| Midterm Examination | 1 | 1 | 1 |
| Final Examination | 1 | 1 | 1 |
| Attending Lectures | 14 | 2 | 28 |
| Criticising Paper | 1 | 6 | 6 |
| Individual Study for Mid term Examination | 6 | 2 | 12 |
| Individual Study for Final Examination | 6 | 2 | 12 |
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| Contribution of Learning Outcomes to Programme Outcomes |
| LO1 | 4 | 5 | 2 | 1 | 5 | 4 | 5 | 2 | 2 | | LO2 | 4 | 5 | 2 | 1 | 5 | 4 | 5 | 2 | 2 | | LO3 | 4 | 5 | 2 | 1 | 5 | 4 | 5 | 2 | 2 | | LO4 | 4 | 5 | 2 | 1 | 5 | 4 | 5 | 2 | 2 |
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| * Contribution Level : 1 Very low 2 Low 3 Medium 4 High 5 Very High |
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Ordu University Rectorate Building ,Cumhuriyet Campus , Center / ORDU / TURKEY • Tel: +90 452 226 52 00
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