COURSE UNIT TITLE

: CUSTOMER COMPLAINT MANAGEMENT

Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS
UKY 8058 CUSTOMER COMPLAINT MANAGEMENT ELECTIVE 3 0 0 5

Offered By

Quality Management Non-thesis (Distance Learning)

Level of Course Unit

Second Cycle Programmes (Master's Degree)

Course Coordinator

PROFESSOR DOCTOR HÜLYA KURGUN

Offered to

Quality Management Non-thesis (Distance Learning)

Course Objective

The aim of this course is to address the concept of customer complaints with a process approach towards the implementation of the ISO 10002 Customer Satisfaction Management System Standard, to configure complaint resolution models that will provide long-term high satisfaction, to explain the role of human resources in problem solving by considering organizational and technological factors and to ensure that effective and result-oriented complaint management systems are operated.

Learning Outcomes of the Course Unit

1   to be able to define complaint management as a process
2   to be able to use methods of getting complaints.
3   to be able to use complaint analysis techniques.
4   to be able to configure complaint solution models.
5   to be able to establish systems for customer satisfaction.

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description
1 Basic principles of complaint management in a customer-focused company
2 Unsatisfied customer behavior
3 ISO 10002:2018 Customer Satisfaction Management System and complaint management
4 Strategic planning of complaint management
5 Structuring the complaint handling process
6 Functioning of the process of handling complaints - Communication, Receiving complaints,
7 Functioning of the process of handling complaints - Admission of complaints, initial evaluation, research
8 Functioning of the process of handling complaints - Response to complaints, forwarding of decisions, closing complaints
9 Use of complaint information
10 Human resources aspects of complaint management
11 Technological aspects of complaint management
12 Organizational aspects of complaint management
13 Case study
14 Case study

Recomended or Required Reading

Main: Effective Complaint Management: The Business Case for Customer Satisfaction, Bernd Stauss, Wolfgang Seidel, Springer, 2019.
Complaint Management Excellence: Creating Customer Loyalty through rvice recovery, Sarah Cook, Kogan Page Limited, 2012
Other: ISO 10002:2018 Quality Management Customer Satisfaction Guidelines For Complaints Handling In Organizations

Planned Learning Activities and Teaching Methods

1. Lectures
2. Case analysis

Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA
1 MTE MIDTERM EXAM
2 STT TERM WORK (SEMESTER)
3 FCGR FINAL COURSE GRADE
4 FCGR FINAL COURSE GRADE (RESIT) MTE * 0.20 + STT * 0.20 + FN* 0.60
5 RST RESIT
6 FCGR FINAL COURSE GRADE (RESIT) MTE * 0.20 + STT * 0.20 + RST* 0.60


Further Notes About Assessment Methods

1. Midterm Exam: Midterm exam encompasses the subjects covered in lectures as well as weekly assignments (20%).
2. Term Work: Includes research work on a subject determined at the beginning of the semester (20%).
3. Final Exam: The exam encompasses all the subjects covered throughout the semester, as well as in-class discussions, applications and case studies (60%).
4. Resit: The exam encompasses all the subjects covered throughout the semester, as well as in-class discussions, applications and case studies (60%)

Assessment Criteria

Exam papers will be evaluated regarding the level of understanding, as well as defining the causality between the basic concepts and issues of the lecture, ability of giving examples and analytical thought, and using relevant terminology.
The average of midterm and final exam grades should be 75 in order for students to be successful in the course.

Language of Instruction

Turkish

Course Policies and Rules

1. It is essential that students make use of the reading list
2. Students are expected to be involved in class discussions

Contact Details for the Lecturer(s)

hulya.kurgun@deu.edu.tr

Office Hours

Friday, 13:00 - 17:00

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours)
Lectures 14 2 28
Preparations before/after weekly lectures 14 2 28
Preparation for midterm exam 1 15 15
Preparation for final exam 1 15 15
Preparing presentations 1 15 15
Preparing assignments 1 10 10
Midterm 1 2 2
Final 1 2 2
TOTAL WORKLOAD (hours) 115

Contribution of Learning Outcomes to Programme Outcomes

PO/LOPO.1PO.2PO.3PO.4PO.5PO.6
LO.1
LO.21
LO.31
LO.41
LO.51