| Course Unit Code | Course Unit Title | Type of Course Unit | Year of Study | Semester | Number of ECTS Credits | | LOJ1222016777 | COMMUNICATION AND CUSTOMER RELATIONS | Compulsory | 1 | 2 | 2 |
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| Level of Course Unit |
| Short Cycle |
| Objectives of the Course |
| The ability to communicate with customers according to the objectives and strategies of the business and to help the customers to be classified according to their characteristics, to enable online consumer behavior according to the characteristics of the online shopping system, to interpret traditional consumer behavior according to the purchasing methods and frequency of customers and to arrange an appointment according to the rules of appointment and delivery to be able to watch customers according to hospitality techniques, to create customer value according to customer retention programs and to help customer satisfaction measurement according to customer satisfaction measurement techniques. |
| Name of Lecturer(s) |
| Öğr. Gör. Ayşe KOCA |
| Learning Outcomes |
| 1 | Having knowledge about the management of customer relations | | 2 | To make customer appointment and acceptance program | | 3 | Knowing the customer and establishing customer relationships | | 4 | To increase customer satisfaction |
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| Mode of Delivery |
| Formal Education |
| Prerequisites and co-requisities |
| None |
| Recommended Optional Programme Components |
| Communication skills can be used. |
| Course Contents |
| Information on theories, methods, strategies and techniques related to the field of communication.
Theoretical examination of basic concepts.
Information on managing customer relationships
Information on customer appointment and admission schedule
Information on getting to know the customer and setting up customer relationships
Information on improving customer satisfaction
Information on identifying consumer habits and customer potential
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| Weekly Detailed Course Contents |
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| 1 | Communicating with customers-1 | | | | 2 | Communicating with customers-2 | | | | 3 | Helping to classify customers | | | | 4 | To interpret information about online consumer behaviors -1 | | | | 5 | To interpret information about online consumer behaviors -2 | | | | 6 | To interpret information about traditional consumer behaviors -1 | | | | 7 | To interpret information about traditional consumer behaviors -2 | | | | 8 | Midterm exam
To interpret information about traditional consumer behaviors -3
| | | | 9 | Arranging and watching an appointment -1 | | | | 10 | Arranging and watching an appointment -2 | | | | 11 | Welcome the customer | | | | 12 | Contributing to customer value creation | | | | 13 | Contributing to the measurement of customer satisfaction | | | | 14 | To contribute to the management of customer complaints | | | | 15 | final exam | | |
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| Recommended or Required Reading |
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| 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 |
| Self Study | 14 | 1 | 14 |
| Individual Study for Mid term Examination | 1 | 6 | 6 |
| Individual Study for Final Examination | 1 | 10 | 10 |
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| Contribution of Learning Outcomes to Programme Outcomes |
| LO1 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 1 | 4 | 5 | 1 | 1 | 5 | 5 | | | LO2 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 1 | 4 | 5 | 1 | 1 | 5 | 5 | | | LO3 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 1 | 4 | 5 | 1 | 1 | 5 | 5 | | | LO4 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 1 | 4 | 5 | 1 | 1 | 5 | 5 | |
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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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