Civil Aviation Cabin Services

Course Code	Course Name	Year	Period	Semester	T+A+L	Credit	ECTS
03941010	Customer Service in the Cabin	2	Spring	4	3+0+0	5	5

Course Type	Elective
Course Cycle	Associate (Short Cycle) (TQF-HE: Level 5 / QF-EHEA: Short Cycle / EQF-LLL: Level 5)
Course Language	Turkish
Methods and Techniques	-
Mode of Delivery	Face to Face
Prerequisites	-
Coordinator	-
Instructor(s)	Lect. Ayça MEZDE
Instructor Assistant(s)	-

Name and Surname	Room	E-Mail Address	Internal	Meeting Hours
Lect. Ayça MEZDE	TSMYO-T222	[email protected]	7963	Thursday 13:00

Basic Vocational Courses
Specialization / Field Courses
Support Courses	X
Transferable Skills Courses	X
Humanities, Communication and Management Skills Courses

Relationship Levels
Lowest	Low	Medium	High	Highest
1	2	3	4	5

#	Program Learning Outcomes	Level
P1	To have the ability to communicate effectively verbally and in writing in the native language and at least one foreign language; to be able to effectively apply information and communication technologies in flight operations by using communication competencies in passenger relations, crisis management and team coordination within the scope of civil aviation cabin services.	1
P2	To be able to master the main issues, theories, terminology and applications related to civil aviation cabin services.	3
P3	Ability to analyze the service models, operational processes and organizational structures of national and international airline companies; to follow current developments in the field of civil aviation cabin services and to integrate these innovations into flight services and passenger satisfaction processes.	1
P4	To be able to act in accordance with the legal framework in cabin service operations and to apply the safety, responsibility and ethical standards of the sector by being competent in the national and international legal rules, legislation and regulations regulating the civil aviation sector.	1
P5	Nationally and internationally; to be knowledgeable about aircraft, aviation logistics, air cargo, tourism.	1
P6	To be able to carry out civil aviation cabin services processes in accordance with legal regulations by being competent in the Turkish Civil Aviation Law and international civil aviation legislation.	1
P7	To be able to master basic practices such as first aid, announcement, catering and diction techniques within the scope of civil aviation cabin services and to use these skills effectively to ensure passenger satisfaction and safety during the flight.	1

Week	Topics
1	Customer Service Concept
2	Customer Service Concept
3	Customer Service Applications
4	Customer Service Applications
5	Customer Service in Cabin
6	Customer Service in Cabin
7	Review
8	Midterm Exam
9	Customer Service in Cabin
10	Customer and Customer Concept
11	Customer and Customer Concept
12	Customer in Aviation
13	Review
14	Final Exam

Resources

Customer Relationship Management Books and Publications

In-Term Studies	Quantity	Percentage
Attendance	-	-
Practice	-	-
Field Study	-	-
Homework	-	-
Presentation	-	-
Seminar	-	-
Quiz	-	-
Listening	-	-
Midterms	1	40 (%)
Final Exam	1	60 (%)
Total		100 (%)

	Quantity	Duration	Total Work Load
Course Week Number and Time	0	0	0
Out-of-Class Study Time (Pre-study, Library, Reinforcement)	0	0	0
Midterms	0	0	0
Quiz	0	0	0
Homework	0	0	0
Practice	0	0	0
Laboratory	0	0	0
Project	0	0	0
Workshop	0	0	0
Presentation/Seminar Preparation	0	0	0
Fieldwork	0	0	0
Final Exam	0	0	0
Other	0	0	0
Total Work Load:			0
Total Work Load / 30			0
Course ECTS Credits:			0