Course Code	Semester	Course Name	LE/RC/LA	Course Type	Language of Instruction	ECTS
HHK0535		CUSTOMER RELATIONSHIP MANAGEMENT	2/0/0	DE	Turkısh	2

Course Goals	The aim of the course is to enable students to communicate with the customers in accordance with the business targets and strategies, to classify them according to their characteristics, to interpret online customer behaviors, traditional customer behaviors in relation to their features, to arrange appointments, to contribute to the customer satisfaction assessment operations.
Prerequisite(s)	CUSTOMER RELATIONSHIP MANAGEMENT
Corequisite(s)	CUSTOMER RELATIONSHIP MANAGEMENT
Special Requisite(s)	The minimum qualifications that are expected from the students who want to attend the course.(Examples: Foreign language level, attendance, known theoretical pre-qualifications, etc.)
Instructor(s)	Lecturer Tuğba Çedikçi
Course Assistant(s)
Schedule	The course has not been opened this semester
Office Hour(s)	The course has not been opened this semester
Teaching Methods and Techniques	Presentation
Principle Sources	Prsentation and Lecture Notes
Other Sources

Course Schedules
Week	Contents	Learning Methods
1. Week	To communicate with the customer -1	Oral Presentation, Application
2. Week	To communicate with the customer -2	Oral Presentation, Application
3. Week	To communicate with the customer -1	Oral Presentation, Application
4. Week	To communicate with the customer -2	Oral Presentation, Application
5. Week	To interpret the behavior relevant to online customers -1	Oral Presentation, Application
6. Week	To interpret the behavior relevant to online customers -2	Oral Presentation, Application
7. Week	To interpret the behavior relevant to traditional customers -1	Oral Presentation, Application
8. Week	To interpret the behavior relevant to traditional customers -2	Oral Presentation, Application
9. Week	Midterm	Midterm
10. Week	To arrange appointments and follow them	Oral Presentation, Application
11. Week	To host the customers	Oral Presentation, Application
12. Week	To contribute to the creation of customer value	Oral Presentation, Application
13. Week	To contribute to the measurement of customer satisfaction	Oral Presentation, Application
14. Week	To contribute to the measurement of customer satisfaction	Oral Presentation, Application
15. Week	Final Exam	Final Exam
16. Week	Final Exam	Final Exam
17. Week	Final Exam	Final Exam

Assessments
Evaluation tools	Quantity	Weight(%)
Midterm(s)	1	40
Final Exam	1	60

Program Outcomes PO-1 It is to have knowledge in economics and business administration PO-2 It is to have knowledge in the field of safety management systems PO-3 Having knowledge of diction and announce areas PO-4 Having knowledge of catering and service area PO-5 To have knowledge of basic first aid area PO-6 Having knowledge in the field of Crew Resource Management PO-7 Flights to have information on the safety area Mock Up PO-8 Emergency Operations and have knowledge about the safety procedures PO-9 Having information about civil aviation PO-10 Having knowledge about the field of Civil Aviation Cabin Services

Learning Outcomes LO-1 The students will be knowledgeable about the customer relations management LO-2 The students will be knowledgeable about the customer relations management LO-3 The students will be knowledgeable about the customer relations management LO-4 The students will be knowledgeable about the customer relations management LO-5 The students will be able to determine the customer consumption behaviors and customer potentials

Course Assessment Matrix:

	PO 1	PO 2	PO 3	PO 4	PO 5	PO 6	PO 7	PO 8	PO 9	PO 10
LO 1
LO 2
LO 3
LO 4
LO 5