VOCATIONAL SCHOOL
Department of Civil Aviation Cabin Services (Turkish)
HYHY 209 | Course Introduction and Application Information
Course Name |
Customer Relations Management
|
Code
|
Semester
|
Theory
(hour/week) |
Application/Lab
(hour/week) |
Local Credits
|
ECTS
|
HYHY 209
|
Fall
|
3
|
0
|
3
|
5
|
Prerequisites |
None
|
|||||
Course Language |
Turkish
|
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Course Type |
Required
|
|||||
Course Level |
Short Cycle
|
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Mode of Delivery | - | |||||
Teaching Methods and Techniques of the Course | Q&ACritical feedbackLecture / Presentation | |||||
Course Coordinator | - | |||||
Course Lecturer(s) | ||||||
Assistant(s) | - |
Course Objectives | By examining key issues related to customer expectations and behavior, customer satisfaction, complaint management and customer acquisition knowledge and experience to be able to examine the concepts and ideas related to problems in olmak.havacılık sector, to interpret the data, and develop solutions based on research. |
Learning Outcomes |
The students who succeeded in this course;
|
Course Description | CRM and the importance of behavior in flight and service disruptions, online and traditional customer behavior, the cost of customer complaints, problem solving and complaint management |
|
Core Courses | |
Major Area Courses | ||
Supportive Courses | ||
Media and Management Skills Courses | ||
Transferable Skill Courses |
WEEKLY SUBJECTS AND RELATED PREPARATION STUDIES
Week | Subjects | Related Preparation |
1 | Course introduction and getting know each other Why do we need CRM – History of CRM- What is CRM, what is not | No preparation needed. |
2 | Customer satisfaction, Customer-centered approach- Customer-focused goal setting- Customer experience management | Odabaşı Y. (2019). Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 11. Basım, ISBN: 978-605-103-279-5. |
3 | Strategy & CRM – Customer strategy – Customer Services- CRM strategy | Odabaşı Y. (2019). Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 11. Basım, ISBN: 978-605-103-279-5. |
4 | CRM value – Customer value – profitable customers– customer life time (CLT) | Odabaşı Y. (2019). Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 11. Basım, ISBN: 978-605-103-279-5. |
5 | Segmentation and Behavioural segmentation | Doç. Dr. Cemalettin Aktepe, Doç. Dr. Mehmet Baş, Doç. Dr. Metehan Tolon, “Müşteri İlişkileri Yönetimi”, Detay Yayıncılık, 3. Basım, 2015, ISBN: 978-9944-223-81-2. (s.37-41) |
6 | Customer loyalty, RFM analysis, Customer satisfaction surveys – Cross & Up sales | Odabaşı Y. (2019). Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 11. Basım, ISBN: 978-605-103-279-5. |
7 | Midterm exam | |
8 | Campaign & channel management - Campaign assessment and Opportunity management | Aktepe C., Baş M., & Tolon M. (2015). Müşteri İlişkileri Yönetimi, Detay Yayıncılık, 3. Basım, ISBN: 978-9944-223-81-2. |
9 | CRM Systems – Data mining – Selecting right tool & Return of Investment (ROI) – Data analysis | Odabaşı Y. (2019). Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 11. Basım, ISBN: 978-605-103-279-5. |
10 | Customer complaint & management – Customer retention, Communication | Odabaşı Y. (2019). Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 11. Basım, ISBN: 978-605-103-279-5. |
11 | Organizational culture and change – creating a customer-oriented culture | Odabaşı Y. (2019). Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 11. Basım, ISBN: 978-605-103-279-5. |
12 | Student Presentations | |
13 | Student Presentations | |
14 | Student Presentations | |
15 | Review of the semester | |
16 | Final Exam |
Course Notes/Textbooks | Prof. Dr. Yavuz Odabaşı , Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi (CRM), Aura Kitapları, 9.Edition, 2015, ISBN: 6051032795. Doç. Dr. Cemalettin Aktepe, Doç. Dr. Mehmet Baş, Doç. Dr. Metehan Tolon, “Müşteri İlişkileri Yönetimi”, Detay Yayıncılık, 3. Basım, 2015, ISBN: 978-9944-223-81-2. |
Suggested Readings/Materials |
EVALUATION SYSTEM
Semester Activities | Number | Weigthing |
Participation |
1
|
10
|
Laboratory / Application | ||
Field Work | ||
Quizzes / Studio Critiques | ||
Portfolio | ||
Homework / Assignments | ||
Presentation / Jury |
1
|
20
|
Project | ||
Seminar / Workshop | ||
Oral Exams | ||
Midterm |
1
|
30
|
Final Exam |
1
|
40
|
Total |
Weighting of Semester Activities on the Final Grade |
3
|
60
|
Weighting of End-of-Semester Activities on the Final Grade |
1
|
40
|
Total |
ECTS / WORKLOAD TABLE
Semester Activities | Number | Duration (Hours) | Workload |
---|---|---|---|
Theoretical Course Hours (Including exam week: 16 x total hours) |
16
|
3
|
48
|
Laboratory / Application Hours (Including exam week: '.16.' x total hours) |
16
|
0
|
|
Study Hours Out of Class |
16
|
2
|
32
|
Field Work |
0
|
||
Quizzes / Studio Critiques |
0
|
||
Portfolio |
0
|
||
Homework / Assignments |
0
|
||
Presentation / Jury |
1
|
15
|
15
|
Project |
0
|
||
Seminar / Workshop |
0
|
||
Oral Exam |
0
|
||
Midterms |
1
|
25
|
25
|
Final Exam |
1
|
30
|
30
|
Total |
150
|
COURSE LEARNING OUTCOMES AND PROGRAM QUALIFICATIONS RELATIONSHIP
#
|
Program Competencies/Outcomes |
* Contribution Level
|
||||
1
|
2
|
3
|
4
|
5
|
||
1 | To have knowledge of the management system and operation principle of the airlines. |
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2 | To have knowledge of basic aviation terminology, theory of flight / aerodynamics and meteorology. |
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3 | To have knowledge of member of the cabin crew duties / responsibilities, aviation standard operating rules and safety / security concepts. |
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4 | To perform proper and effective action for the first aid in aviation. |
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5 | To interfere all emergency cases that may occur in relation to transport and flight operations and the crowd control and management methods. |
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6 | To take responsibility as individuals and team members, open to criticism and work efficiently. |
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7 | To have information about diction and techniques announcement. |
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8 | To understand human factors in aviation, the environment, society, the effects of health conditions and the importance of the limits of human performance. |
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9 | To have knowledge of world geography and cultures. |
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10 | To realize the presentation within the framework of etiquette, the importance of the overall appearance, personal care and courtesy. |
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11 | To use a foreign language to track information related to the cabin services in the area of civil aviation. |
*1 Lowest, 2 Low, 3 Average, 4 High, 5 Highest
NEWS |ALL NEWS
Got a job in Qatar as soon as she got her diploma
Yağmur Arslan (20), who graduated from Izmir University of Economics (IUE) Civil Aviation Cabin Services Program this year, got a job at
Reciprocating Aircraft Racing
The 2nd Flying Colors Challenge, a paper plane contest co-organized by Izmir University of Economics Vocational School Civil Aviation Cabin Services, and