Ders Planı

Lesson Information

Course Credit
Course ECTS Credit
Teaching Language of Instruction	Türkçe
Level of Course	Associate's Degree, TYYÇ: Level 5, EQF-LLL: Level 5, QF-EHEA: Short Cycle
Type of Course
Mode of Delivery	Face-to-face
Does the course require compulsory or optional work experience?
Course Coordinator	Instructor NİL AYDUĞAN
Instructor (s)
Course Assistant

Purpose and Content

The aim of the course	The main purpose of tourism enterprises trying to generate income by selling an imaginary product; to increase customer satisfaction and to create a loyal customer base. In order to increase the service quality in this direction, the employees have important duties. It is also very important how the employees serve as much as the quality of the products they offer to customers and how they communicate with the customers. Businesses who are aware of this importance, have established guest relations departments in recent years and try to carry out this work in the most professional way. At the same time, they are trying to implement this by ensuring that it is not carried out with a single department but rather it becomes a whole enterprise policy. In this direction, the aim of the guest relations course is; to learn how to establish the guest relations of the personnel working in tourism establishments, to teach the ways of getting to know the customer and to gain the customer complaints and to solve the problems without losing satisfaction.
Course Content	The importance of customer relations, the development of historical relations, the contribution of the application of the relations of the guests, the loyalty types and the types of loyalty, the establishment of guest loyalty and satisfaction, the application of guest relations, the stages of guest relations, the rules of communication with guests, the types of communication and the importance of body language, guest appeal and receiving the complaint, visitors to resolving complaints, measuring the guest relations, guest relations in the world and be told of examples of how applied in Turkey.

The aim of the course

The main purpose of tourism enterprises trying to generate income by selling an imaginary product; to increase customer satisfaction and to create a loyal customer base. In order to increase the service quality in this direction, the employees have important duties. It is also very important how the employees serve as much as the quality of the products they offer to customers and how they communicate with the customers. Businesses who are aware of this importance, have established guest relations departments in recent years and try to carry out this work in the most professional way. At the same time, they are trying to implement this by ensuring that it is not carried out with a single department but rather it becomes a whole enterprise policy. In this direction, the aim of the guest relations course is; to learn how to establish the guest relations of the personnel working in tourism establishments, to teach the ways of getting to know the customer and to gain the customer complaints and to solve the problems without losing satisfaction.

Course Content

The importance of customer relations, the development of historical relations, the contribution of the application of the relations of the guests, the loyalty types and the types of loyalty, the establishment of guest loyalty and satisfaction, the application of guest relations, the stages of guest relations, the rules of communication with guests, the types of communication and the importance of body language, guest appeal and receiving the complaint, visitors to resolving complaints, measuring the guest relations, guest relations in the world and be told of examples of how applied in Turkey.

Learning Outcomes

Define the theories, facts, concepts and principles related to the field at the basic level
Follows the legal regulations and professional standards in the field
The person count professional institutions and organizations related to the field
Can follow the developments in the field
List the service delivery processes and processes in the field
The person can use the knowledge she learned in her field in problem solving
The person has a basic knowledge of theory, concepts and principle in the sector.
The person has a basic knowledge legal arrangement, standarts and application of proffesional.
The person has a basic knowledge of internal and external environmental factors in sector.
The person has a basic knowledge process of serving and application in sector.
List the service delivery processes and processes in the field.
The person can use the knowledge she/he learned in her/his field in problem solving.
The person can use the information he / she acquired in his / her field in business environment and profession
Follows the legal regulations and professional standards in the field.
The person can enumerate professional institutions and organizations related to the field.
The person can follow the developments in her/his field.
List the service delivery processes and processes in the field.
The person can use the knowledge the person learned in her/his field in problem solving.
Recognizes the physical environment, tools and technologies related to the field.
Can use the physical environment, tools and technologies related to the field.
the person can make inferences from applications by self-evaluation.
The person can identify the problems related to her/his field and produce solutions.
Can follow the changes in the internal and external environments of the organizations operating in the field.
Can make rational analysis about organizations operating in the field.
The person can adapt to the developments in her/his field.
the person develops who works with him / her knowledge, evaluates.
The person takes the responsibility and works as a group member.
The person works independently while makes a process.
Follows developments and applications related to the field.
The person can use her/his profession in the most appropriate way in applications related to her/his field.
The person learns herself/himself and can evaluate her/his own success.
The person can manage herself and her/his time in the most effective way.
Follows current developments in the field and profession.
The person constantly updates and improves her/his knowledge, skills and competencies in the field with the awareness of lifelong learning.
Students can use computer software program at least European Computer Usage Licence in basic level and also use communication technologies.
Students can have a relationship between people and cultures.
Students can learn at least one foreign language in accordiance with Common European Framework in A2 Level and they can have a relationship with this language.
Students prepare reports, they present these knowledge, argument, and analyzes to experts and people who are out of the sector.
Students can apply their professions according to law and occupation.
Students should be sensitive the difeerences between people and cultures, they show respect them.
Students take human health social and natural environment into consideration during the professional process.
Students depend on moral values in the sector.

Weekly Course Subjects

1	Defining the basic concepts of guest relations
2	Historical development from marketing to customer relations
3	The importance of guest relations - objectives and benefits for businesses
4	Characteristics of guest relations
5	Creation of guest satisfaction, internal and external factors affecting satisfaction
6	Customer loyalty and customer satisfaction
7	Types of customer loyalty and loyalty (distribution of homework topics)
8	The importance of communication with guests and communication types
9	MID-TERM EXAM
10	Implementation of guest relations
11	Realization of homework presentations
12	Types of complaints and complaints and complaints management processes of enterprises
13	Customer satisfaction, with examples from the business world and Turkey measurement and evaluation methods
14	General review and evaluation

Resources

1-1-Müşteri İlişkileri Yönetimi - Prof.Dr.Yavuz ODABAŞI - Aura Yayınevi
2- Turizm İşletmelerinde Elektronik Müşteri İlişkileri Yönetimi - Prof.Dr.Meryem AKOĞLAN KOZAK - Detay Yayıncılık

CLASS 1

CLASS 2

CLASS 3

CLASS 4

Lesson Information

Purpose and Content

Learning Outcomes

Weekly Course Subjects

Resources

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