VOCATIONAL SCHOOL OF HEALTH SERVICES
Department of Opticianry
TS 218 | Course Introduction and Application Information
| Course Name |
Customer Relations
|
|
Code
|
Semester
|
Theory
(hour/week) |
Application/Lab
(hour/week) |
Local Credits
|
ECTS
|
|
TS 218
|
Fall/Spring
|
2
|
0
|
2
|
3
|
| Prerequisites |
None
|
|||||
| Course Language |
Turkish
|
|||||
| Course Type |
Elective
|
|||||
| Course Level |
Short Cycle
|
|||||
| Mode of Delivery | - | |||||
| Teaching Methods and Techniques of the Course | - | |||||
| Course Coordinator | - | |||||
| Course Lecturer(s) | - | |||||
| Assistant(s) | - | |||||
| Course Objectives | The aim of this course is to provide students theoretical and practical knowledge about such subjects as the concept of customer relationship management, identification of customer needs, marketing to customers, to satisfy the customer and creating loyal customers, corporate reputation, the importance of the concept of corporate image, marketing and sales TKY, the importance of technology in customer relations, measurement of customer relations. |
| Learning Outcomes |
The students who succeeded in this course;
|
| Course Description | Within the scope of the course, primarily; within the scope of the course, primarily; will be describe basic subjects such as the concept of customer management, customer types, identification of needs of customer. Further information will be given on topics such as marketing to customers, to satisfy the customer and creating loyal customers, corporate reputation, the importance of the concept of corporate image, marketing and sales TKY, the importance of technology in customer relations, measurement of customer relations. Described as theoretical knowledge syllabus specified in detail, it will be supported by the presentation assignments. |
|
|
Core Courses | |
| Major Area Courses | ||
| Supportive Courses |
X
|
|
| Media and Management Skills Courses | ||
| Transferable Skill Courses |
WEEKLY SUBJECTS AND RELATED PREPARATION STUDIES
| Week | Subjects | Related Preparation |
| 1 | Introduction to Customer Relationship Management Definition and Scope of the Concept of Customer Relations Customer Types | |
| 2 | Purpose of Customer Relationship and Contribution to Marketing Activities | The textbooks referenced below and course slides |
| 3 | Stages of Customer Relationship | The textbooks referenced below and course slides |
| 4 | Customer Satisfaction Quiz | The textbooks referenced below and course slides |
| 5 | Customer Loyalty Classroom Practice: Creating Students Subject of Presentation and Presentations Group | The textbooks referenced below and course slides |
| 6 | Determination of Customer Expectations Classroom Practice: Planning Flow of the presentation | The textbooks referenced below and course slides |
| 7 | Secret Lead in Customer Relationship and its Importance | The textbooks referenced below and course slides |
| 8 | Midterm | |
| 9 | Comminication of Process of Customer Relationship Management | The textbooks referenced below and course slides |
| 10 | Corporate Reputation, Corporate Identity and Corporate Image Classroom Practice: Monitoring of the presentation | The textbooks referenced below and course slides |
| 11 | Marketing and Relationship Marketing for Clients Goals of the Relationship Marketing | The textbooks referenced below and course slides |
| 12 | Total Quality Management in Marketing and Sales Classroom Practice: Latest reviews of presentation Determination of the first three presentations | The textbooks referenced below and course slides |
| 13 | Customer Relationship Management and Technology | The textbooks referenced below and course slides |
| 14 | Measurement and Evaluation of Customer Relationship | The textbooks referenced below and course slides |
| 15 | Success Principles of Customer Relationship Management Classroom Practice: The first three presentations and Rewarding of Work | The textbooks referenced below and course slides |
| 16 | Final |
| Course Notes/Textbooks | Doç. Dr. Baş, M. Doç. Dr. Tolom,M. Doç.Dr. Aktepe, C.(2013).Müşteri İlişkileri Yönetimi, 2.Baskı Dersi veren öğretim görevlisinin notları |
| Suggested Readings/Materials | Anadolu Üniversitesi yayınları MPM Yayınları |
EVALUATION SYSTEM
| Semester Activities | Number | Weigthing |
| Participation |
16
|
10
|
| Laboratory / Application | ||
| Field Work | ||
| Quizzes / Studio Critiques |
1
|
10
|
| Portfolio | ||
| Homework / Assignments |
5
|
20
|
| Presentation / Jury | ||
| Project | ||
| Seminar / Workshop | ||
| Oral Exams | ||
| Midterm |
1
|
30
|
| Final Exam |
1
|
30
|
| Total |
| Weighting of Semester Activities on the Final Grade |
70
|
|
| Weighting of End-of-Semester Activities on the Final Grade |
30
|
|
| Total |
ECTS / WORKLOAD TABLE
| Semester Activities | Number | Duration (Hours) | Workload |
|---|---|---|---|
| Theoretical Course Hours (Including exam week: 16 x total hours) |
16
|
2
|
32
|
| Laboratory / Application Hours (Including exam week: '.16.' x total hours) |
16
|
0
|
|
| Study Hours Out of Class |
15
|
1
|
15
|
| Field Work |
0
|
||
| Quizzes / Studio Critiques |
1
|
4
|
4
|
| Portfolio |
0
|
||
| Homework / Assignments |
5
|
1
|
5
|
| Presentation / Jury |
0
|
||
| Project |
0
|
||
| Seminar / Workshop |
0
|
||
| Oral Exam |
0
|
||
| Midterms |
1
|
10
|
10
|
| Final Exam |
1
|
14
|
14
|
| Total |
80
|
COURSE LEARNING OUTCOMES AND PROGRAM QUALIFICATIONS RELATIONSHIP
|
#
|
Program Competencies/Outcomes |
* Contribution Level
|
||||
|
1
|
2
|
3
|
4
|
5
|
||
| 1 | To have the required contemporary theoretical and practical knowledge in his/her field |
X | ||||
| 2 | To use the material and technology related to his/her field, and make their maintenance, use the information and communication technologies at basic level |
X | ||||
| 3 | To have the competency to recognize the problems in his/her field, analyze them, develop evidence-based solutions and have the ability to share their suggestions with others |
X | ||||
| 4 | To be aware of legal responsibilities, conduct basic studies in her/his field independently |
X | ||||
| 5 | To communicate with patients, relatives and colleagues properly, comprehensively, honestly and explicitly, transfer his/her thoughts and knowledge through written and oral communication |
X | ||||
| 6 | To take responsibility as an active team member during the practices in his/her field |
X | ||||
| 7 | To commentate and evaluate the scientific information with a critical approach by the help of knowledge gained in his/her field |
X | ||||
| 8 | To comprehend the importance of lifelong learning, to determine and meet her/his learning needs, to develop herself/himself by monitoring the development in science and technology |
X | ||||
| 9 | To act by considering the universal ethical values, social and cultural characteristics |
X | ||||
| 10 | To know the concepts of occupational safety, patient safety, environmental protection and quality, and fulfill the requirements |
X | ||||
| 11 | To be able to follow information in his field and communicate with colleagues in English at least a level of European Language Portfolio A2 General Level |
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| 12 | To have knowledge and skills related to the administrative responsibility and management of an optician’s store |
|||||
| 13 | To monitor visual health related products, determine the needs of the optician’s store and carry out activities for development |
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*1 Lowest, 2 Low, 3 Average, 4 High, 5 Highest
