Course Code	Semester	Course Name	LE/RC/LA	Course Type	Language of Instruction	ECTS
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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)
Corequisite(s)
Special Requisite(s)
Instructor(s)
Course Assistant(s)
Schedule
Office Hour(s)
Teaching Methods and Techniques
Principle Sources
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 help for the classification of the customers -1	Oral Presentation, Application
4. Week	To help for the classification of the customers -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	Mid-Term Exam
9. Week	To interpret the behavior relevant to traditional customers -2	Oral Presentation, Application
10. Week	To arrange appointments and follow them	Oral Presentation, Application
11. Week	To host the customers	Oral Presentation
12. Week	To contribute to the creation of customer value	Oral Presentation
13. Week	To contribute to the measurement of customer satisfaction	Oral Presentation
14. Week	To contribute to the management of customer complaints	Oral Presentation
15. Week	Final Exams
16. Week	Final Exams
17. Week	Final Exams

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

Program Outcomes PO-1 PO 1. To have a basic knowledge in the field of Business Management PO-2 PO 2. To know organizational structure in the way of planning, organization, leadership and control mechanisms PO-3 PO 3. Recognizing human resources management and labor and social security legislations PO-4 PO 4. To be master in the legislations related to the business and take legal responsibility by taking basic legislations which shapes the regulatory framework of the business into account PO-5 PO 5. To take advantage of data collection techniques for problem solving and decision making PO-6 PO 6. To have a knowledge about basic methods used in accounting and business practices of these methods PO-7 PO 7. Identify the functions and implementations of marketing in business life, be able to conduct market research and use the marketing communication as required PO-8 PO 8. To have the knowledge about computers and relevant programs needed PO-9 PO 9. To be able to apply business processes and basic principles of project management techniques PO-10 PO 10. To have the ability of effective communication skills both orally and written PO-11 PO 11. To be able to make quality-oriented plans within business structure PO-12 PO 12. To be able to develop business analysis for targeting appropriate investments and follow-up PO-13 PO 13. To be able to take advantage of financial analysis techniques within business environment PO-14 PO 14. To be able to benefit from major numerical analysis methods and their implementations in business PO-15 PO 15. To follow the basic legislation related to the business and have a knowledge on basic law PO-16 PO 16. To have knowledge about Ataturk's Principles and Revolution History PO-17 PO 17. Recognize the basic principals and processes of production and sales management PO-18 PO 18. To have vocational knowledge of English in Business and Management

Learning Outcomes LO-1 The students will be knowledgeable about the customer relations management LO-2 The students will be able to make appointment programs LO-3 The students will be able to analyze the customer and realize customer relation bonds LO-4 The students will be able to increase the customer satisfaction LO-5 The students will be able to determine the customer consumption behaviors and customer potentials

Course Assessment Matrix:

LO 1
LO 2
LO 3
LO 4
LO 5
LO 6
LO 7
LO 8
LO 9
LO 10
LO 11
LO 12
LO 13
LO 14
LO 15
LO 16
LO 17
LO 18
LO 19
LO 20
LO 21
LO 22
LO 23
LO 24
LO 25
LO 26
LO 27
LO 28
LO 29
LO 30
LO 31
LO 32
LO 33
LO 34
LO 35
LO 36
LO 37
LO 38
LO 39
LO 40
LO 41
LO 42
LO 43
LO 44
LO 45
LO 46
LO 47
LO 48
LO 49
LO 50
LO 51
LO 52
LO 53
LO 54
LO 55
LO 56
LO 57
LO 58
LO 59
LO 60
LO 61
LO 62
LO 63
LO 64
LO 65
LO 66
LO 67
LO 68
LO 69
LO 70
LO 71
LO 72
LO 73
LO 74
LO 75
LO 76
LO 77
LO 78
LO 79
LO 80
LO 81
LO 82
LO 83
LO 84
LO 85
LO 86
LO 87
LO 88
LO 89
LO 90