1. SHORT CYCLE - ASSOCIATE'S DEGREE
  3. SECRETARIAL AND OFFICE SERVICES DEPARTMENT
  4. 749 CALL CENTER SERVICES
Course Information Course Learning Outcomes Course's Contribution To Program ECTS Workload Course Details
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COURSE INFORMATION
Course CodeCourse TitleL+P HourSemesterECTS
CMH 203PHONE EFFECTIVE COMMUNICATION2 + 13rd Semester3

COURSE DESCRIPTION
Course Level Associate's Degree
Course Type Compulsory
Course Objective Call center employees will be called the basic training of the phone, Effective Communication Skills, the phone is aimed to learn the basic communication techniques.
Course Content Phones welcome, needs to understand, listen, ask questions, and send-off techniques, Phone accurate and effective speech, phone interview steps, Telephone Answering subtleties, external calls, internal calls, Phone ethics, to cope phone with difficult customers, to address their complaints, conference calls, with customers What to do when communicating told / grumble of what you need, listening skills, questioning skills.
Prerequisites No the prerequisite of lesson.
Corequisite No the corequisite of lesson.
Mode of Delivery Face to Face

COURSE LEARNING OUTCOMES
1Phones welcome, understanding the needs, listening, asking questions and learned farewell techniques.
2It learns to reflect a professional image of the phone.
3Professional Courtesy, angry with the interviewer coping, emotional gains Prevention reflection skills.

COURSE'S CONTRIBUTION TO PROGRAM
PO 01PO 02PO 03PO 04PO 05PO 06PO 07PO 08PO 09PO 10PO 11PO 12PO 13
LO 001 5 55 5  5   
LO 002 4 55 4  5   
LO 003 5 45 5  5   
Sub Total 14 1415 14  15   
Contribution0505505005000

ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION
ActivitiesQuantityDuration (Hour)Total Work Load (Hour)
Course Duration (14 weeks/theoric+practical)14342
Hours for off-the-classroom study (Pre-study, practice)14114
Mid-terms11111
Final examination11111
Total Work Load

ECTS Credit of the Course





78

3
COURSE DETAILS
 Select Year   


 Course TermNoInstructors
Details 2019-2020 Fall1FİLİZ GÜLSEVİN ERSÖZ


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Course Details
Course Code Course Title L+P Hour Course Code Language Of Instruction Course Semester
CMH 203 PHONE EFFECTIVE COMMUNICATION 2 + 1 1 Turkish 2019-2020 Fall
Course Coordinator  E-Mail  Phone Number  Course Location Attendance
Lecturer FİLİZ GÜLSEVİN ERSÖZ fersoz@pau.edu.tr ACMYO A0211 %60
Goals Call center employees will be called the basic training of the phone, Effective Communication Skills, the phone is aimed to learn the basic communication techniques.
Content Phones welcome, needs to understand, listen, ask questions, and send-off techniques, Phone accurate and effective speech, phone interview steps, Telephone Answering subtleties, external calls, internal calls, Phone ethics, to cope phone with difficult customers, to address their complaints, conference calls, with customers What to do when communicating told / grumble of what you need, listening skills, questioning skills.
Topics
WeeksTopics
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Materials
Materials are not specified.
Resources
ResourcesResources Language
Satış Yönetimi ve Telefonda Satış, Edt. Sinan Aydın, AÖF Yayınları, 2013Türkçe
Söz ve Diksiyon Sanatı, Nüzhet Şebnay, Yapı Kredi Yayınları, 2018Türkçe
Genel ve Teknik İletişim, Doç.Dr. Hasan Tutar, Seçkin Yayınları, 2017Türkçe
Course Assessment
Assesment MethodsPercentage (%)Assesment Methods Title
Final Exam60Final Exam
Midterm Exam40Midterm Exam
L+P: Lecture and Practice
PQ: Program Learning Outcomes
LO: Course Learning Outcomes