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	-
National Occupation Classification	-
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

#	Content	PC Sub	* Contribution Level
#	Content	PC Sub	1	2	3	4	5
1	Define the concept of Customer Relationship Management,
2	Apply analytical work to identify customer needs,
3	Implement marketing methods according to the needs,
4	Use computer programs related to the measurement of the customer relationship,
5	Define problems related to basic professional ethics in Customer Relationship Management and find ethical solutions.

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.

Course Category	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	Learning Outcome
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	Weighting	LO 1	LO 2	LO 3	LO 4	LO 5
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

#	PC Sub	Program Competencies/Outcomes	* Contribution Level
#	PC Sub	Program Competencies/Outcomes	1	2	3	4	5
1	To have the required contemporary theoretical and practical knowledge in his/her field		-	-	-	-	-
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		-	-	-	-	-
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		-	-	-	-	-
4	To be aware of legal responsibilities, conduct basic studies in her/his field independently		-	-	-	-	-
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		-	-	-	-	-
7	To commentate and evaluate the scientific information with a critical approach by the help of knowledge gained in his/her field		-	-	-	-	-
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		-	-	-	-	-
9	To act by considering the universal ethical values, social and cultural characteristics		-	-	-	-	-
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		-	-	-	-	-
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		-	-	-	-	-