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
Course Type
Required
Course Level
Short Cycle
Mode of Delivery -
Teaching Methods and Techniques of the Course Q&A
Critical feedback
Lecture / 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;
  • will be able to know about customer complaints management.
  • will be able to understand customer value management process.
  • will be able to learn about customer loyalty programs.
  • will be able to recognize the practices and behaviors of flight service failures in aviation sector
  • Will be able to define the responsibilities that are necessary for all the stages of complex and simple operation environment.
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

 



Course Category

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.

2

To have knowledge of basic aviation terminology, theory of flight / aerodynamics and meteorology.

3

To have knowledge of member of the cabin crew duties / responsibilities, aviation standard operating rules and safety / security concepts.

4

To perform proper and effective action for the first aid in aviation.

5

To interfere all emergency cases that may occur in relation to transport and flight operations and the crowd control and management methods.

6

To take responsibility as individuals and team members, open to criticism and work efficiently.

7

To have information about diction and techniques announcement.

8

To understand human factors in aviation, the environment, society, the effects of health conditions and the importance of the limits of human performance.

9

To have knowledge of world geography and cultures.

10

To realize the presentation within the framework of etiquette, the importance of the overall appearance, personal care and courtesy.

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

 


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