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NORTH CENTRAL TEXAS COLLEGE
COURSE SYLLABUS
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Course Title: Technical Customer Service This is a hybrid course – we meet 7 times during the semester
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Course Prefix & Number: EECT 1300
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Section Number: 397
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Term Code:SP1
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Semester Credit Hours: 3
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Lecture Hours: 48
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Lab Hours: 0
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Office Hours – My door is always open but if you want to make sure I am there email me to set an appointment
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Course Description (NCTC Catalog):
The main purpose of this course is to provide students with a comprehensive understanding of the IT environment and the knowledge, skills, and abilities necessary to work in the user support industry. Students will learn problem-solving and communication skills that are very valuable when providing user support. Through hands-on exercises and case projects students will learn how to apply their knowledge and develop their ideas and skills. They will also learn how to work individually and in teams, which will prepare them for a team-oriented work environment.
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Course Prerequisite(s): None
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Course Type:
o - Academic General Education Course (from Academic Course Guide Manual but not in NCTC Core)
o - Academic NCTC Core Curriculum Course
x - WECM Course
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Name of Instructor:
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Judy Archer
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Campus/Office Location:
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Corinth Campus – Room 232
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Telephone Number:
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940 498 6292
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E-mail Address:
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jarcher@nctc.edu
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Name of Chair/Coordinator:
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Judy Archer
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Office Location:
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Corinth Campus, Room 232
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Telephone Number:
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940 498 6292
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E-mail Address:
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jarcher@nctc.edu
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REQUIRED OR RECOMMENDED COURSE MATERIALS
(1) REQUIRED - Textbook: Beisse, A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition, Course Technology, ISBN- 9781285852683.
(5) Recommended – Flash drive 2 GB or larger
GRADING CRITERIA
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# of Graded Course Elements
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Graded Course Elements
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Percentage or Points Values
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12
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Chapter Exercises, Quizzes, and Discussions
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45%
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3
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Exams
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15%
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1
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Attendance
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10%
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1
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Training Presentation
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15%
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1
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Final Project
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15%
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STUDENT LEARNING OUTCOMES
- Identify internal/external customer relationships
- Address customer questions and complaints in a polite and thorough manner
- Update customers on work progress to maintain customer satisfaction and public relations
- Communicate technical information in a clear, precise and logical manner
- Identify verbal and non-verbal communication skills
GENERAL DESCRIPTION OF SUBJECT MATTER FOR EACH LECTURE/DISCUSSION
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Topic
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General Description of Subject Matter
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Chapter 1 - Introduction to Computer User Support
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Ways to classify end users
Common problems users encounter
Common ways to organize and provide support services
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Chapter 2: Customer Service Skills for User Support Agents
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The importance of communication skills and customer service relationships for support agents
Aspects of effective speaking and nonverbal communication for user support
Strategies support agents use to handle difficult clients
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Chapter 3: Writing for End Users
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Types of end-user documentation
How technical writing differs from other writing
How technical documents are organized
How to plan effective user documentation
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Chapter 4: Skills for Troubleshooting Computer Problems
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The troubleshooting process and the thinking skills required for successful troubleshooting
Communication skills for troubleshooting
Information resources to help solve computer problems
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Chapter 5: Common Support Problems
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Several categories of common end-user computer problems
Problem-solving processes that can be applied to typical support problems
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Chapter 6: Help Desk Operation
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Help desk operational procedures, The multilevel support model
The incident management process, Best practices in help desk operation
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Chapter 7: User Support Management
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The mission of a support group and the features of a mission statement, Items in a typical user support budget, Staffing a help desk, Support staff training programs, Evaluations of support staff performance
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Chapter 8: Product Evaluation Strategies and Support Standards
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How product and support standards emerged, Common tools and methods for evaluating and selecting computer products
Information resources and decision-making tools for evaluating and selecting computer products
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Chapter 9: End-User Needs Assessment Project
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Basic strategies for performing end-user needs analysis and assessment. Tasks in managing a user needs assessment project
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Chapter 10: Installing and Managing End-User Computers
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Major site preparation steps for computer installations
Preinstallation site preparation tasks. The purpose and contents of a site management notebook. Tools needed to install hardware
Steps to install and configure hardware, operating systems, networks, and application software
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Chapter 11: Technology Training for Users
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Goals of training activities, Steps in the training process, How to plan a training session, How to prepare a training session
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Chapter 12: A User Support Utility Tool Kit
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Software utilities and information resources used by support specialists
Categories of common user support utilities
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Last day to Withdraw
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For the Spring 2017 semester, the last day to withdraw for this 8 week course with a “W” is February 20.
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Student Rights & Responsibilities
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NCTC Board policy FLB (Local) Student Rights and Responsibilities states that each student shall be charged with notice and knowledge of the contents and provisions of the rules and regulations concerning student conduct. These rules and regulations are published in the Student Handbook published in conjunction with the College Catalog. All students shall obey the law, show respect for properly constituted authority, and observe correct standards of conduct.
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Scholastic Integrity
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Scholastic dishonesty shall constitute a violation of college rules and regulations and is punishable as prescribed by Board policies. Scholastic dishonesty shall include, but not be limited to cheating on a test, plagiarism, and collusion. See Student Handbook for more information.
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STUDENT SUPPORT SERVICES
Disability Services (OSD)
The Office for Students with Disabilities (OSD) provides accommodations for students who have a documented disability. On the Corinth Campus, go to room 170 or call 940-498-6207. On the Gainesville Campus, go to room 110 or call 940-668-4209. Students on the Bowie, Graham, Flower Mound, and online campuses should call 940-668-4209.
North Central Texas College is on record as being committed to both the spirit and letter of federal equal opportunity legislation, including the Americans with Disabilities Act (ADA) of 1990, ADA Amendments Act of 2009, and Section 504 of the Rehabilitation Act of 1973 (P.L. 93-112). http://www.nctc.edu/StudentServices/SupportServices/Disabilityservices.aspx
Student Success Center
The Student Success Center is designed to help all students at NCTC develop tools to achieve their academic goals. The center links students to FREE tutoring, including a Writing Center, a Math Lab, and free online tutoring in the evening. The program helps students acclimate to college by providing students free interactive workshops. For more information, please visit your nearest Student Success Center.
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Childcare Reimbursement Program
The Childcare Reimbursement Program provides support services for NCTC students pursuing a career in a technical field of study to help them complete their career plans. The program will reimburse technical declared students a percentage of their daycare expenses if the child is attending a licensed or registered daycare facility. This is on a first come first serve basis, and is available to students on all 5 campuses. Please note, we do not have a childcare facility on any of our 5 campuses. This is a reimbursement program only.
Students who wish to become eligible for Childcare Assistance Program need to:
- Declare in a technical field of study
- Establish financial need
- Ex: Pell Grant recipient, Food Stamp recipient, W2, etc.
- Complete a Childcare Reimbursement Program Application and provide all necessary documentation. The Application can be found online at http://www.nctc.edu/StudentServices/Childcare.aspx
For more information, please contact Yvonne Sandmann on the Gainesville Campus at 940-668-4209 ext. 4321, or by email at ysandmann@nctc.edu.
Other Pertinent Information
- This is a Hybrid course which means that most of your work is done online but there will be 7 times that you must come to the Corinth Campus, Room 255 at 1 PM – 5 PM. These dates are: January 18, February 1, February 13, February 15, March 1, March 6, and March 8. These are mandatory class times. A “no show” will constitute a zero for all work due that day. Absences are considered to be unauthorized unless verifiable. Plan to stay the entire four hours.
- This course will be augmented by using NCTC’s online course delivery system, CANVAS. Log into CANVAS from the NCTC home page (nctc.edu) or directly at www.Canvas.nctc.edu. Discussion boards and emails may be available on CANVAS. Participation in CANVAS is MANDATORY.
- The student MUST have Microsoft Word 2013 or higher installed on the computer he or she will be using to complete course work.
- If a student should experience problems accessing the course material in CANVAS OR sending/receiving course mail, it is the student’s responsibility to notify the instructor immediately.
- Each student should have an email account through their ISP or an Internet email account such as Hotmail or Gmail to aid in course communication should the CANVAS site be down.
- Assignments are due on Tuesdays by 11:50 PM. No late assignments will be accepted. No Excuse!
- Make-up for missed examinations will be permitted only if the absence is discussed with the instructor in advance.
- There will be two quizzes each week. There are no makeups for quizzes.
- The Final grade will be a group project. You will use the information provided from this course to prepare and video tape technical customer service scenes demonstrating how to (1) be a good Help Desk Specialist and a poor Help Desk Specialist, OR (2) demonstrate how to effectively administer the 5 steps of Project Management as discussed in this book. More information will be provided during the semester.
- Students are required to complete 75% of all assignments and exams to receive a passing grade in this course. (This means 75% of the homework, 75% of the review quizzes, etc.)
- The instructor reserves the right to change course assignments, grading policies, and assignment schedules at any time.
- The instructor will not drop you from this course. You must complete applicable papers and file them with the Registrar’s Office before the final drop date.
- Even though your grades will be posted on the CANVAS grade book, it is your responsibility to keep a record of your grades. Please give me at least two weeks to post your grades after the final due date of the assignment.
- Filing a complaint –“If the complaint involves a problem with an instructor, the student shall discuss the matter with the instructor before requesting a conference with the department chair…. If the complaint involves a grade received, the student shall collect all tests, papers, daily assignments, class notes and other relevant material prior to the conference with the instructor.” (See Student Handbook > Discussion of Complaint). Failure to follow the procedure will result in no action taken.
- If you are planning to complete a certificate, you must take the competency exam prior to graduation. Contact Judy Archer at jarcher@nctc.edu within three weeks of graduation.
The best way to contact me is through CANVAS email. Please be sure to state your questions or statements clearly. It is helpful to know what chapter, page and section you are talking about. I will get back with you within 24 hours during the week and within 48 hours on the weekend. Provide me your phone number and I will be glad to call you.
Assignment Schedule and Grade Points
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Semester Weeks
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Chapter Readings
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Homework/Quizzes/Tests (See Canvas for specifics)
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Due Date
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Point Value
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Week One
Room 255 at 1PM- Wed 1/18
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Chapters 1 & 2
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Discussion Boards
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1/24
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15
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Assignments
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1/24
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40
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Quizzes
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1/24
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20
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Week Two
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Chapter 3 & 4
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Discussion Boards
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1/31
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15
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Assignments
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1/31
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40
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Quizzes
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1/31
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20
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Week Three
Room 255 at 1PM – Wed 2/1
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EXAM 1 (Chapters 1, 2, 3, 4) /Course work
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2/1
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100
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Week Three
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Chapters 5 and 6
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Discussion Boards
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2/7
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15
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Assignments
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2/7
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40
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Quizzes
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2/7
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20
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Week Four
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Chapters 7 & 11
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Discussion Boards
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2/14
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15
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Assignments
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2/14
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40
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Quizzes
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2/14
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20
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Week Five
Room 255 at 1PM – Mon 2/13
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Course work/
Work on Group Projects
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2/13
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Week Five
Room 255 at 1PM – Wed 2/15
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EXAM 2 (Chapters 5, 6, 7, 11) /Course Work
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2/15
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100
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Week Six
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Chapters 8 & 9
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Discussion Boards
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2/28
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15
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Assignments
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2/28
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40
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Quizzes
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2/28
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20
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Week Seven
Room 255 at 1PM – Mon. 3/1
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Training Presentations
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See Rubric for grading
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3/1
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100
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Week Seven
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Chapters 10 & 12
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Discussion Boards
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3/7
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15
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Assignments
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3/7
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40
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Quizzes
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3/7
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20
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Week Eight
Room 255 at 1PM Mon 3/6
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Course work/Work on Group Projects
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3/6
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Week Eight
Room 255 at 1pm Wed 3/8
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EXAM 3 (Chapters 8, 9, 10, 12)
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3/8
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100
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Week Eight
Room 255 Wed 3/8
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Final - Presentation
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See Rubric for grading
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3/8
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155
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“Attendance”
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7 x 20 points
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140
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Less 1 discussion, 1 assignment, 1 quiz, and 1 Exam
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-145
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Total Possible Points
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1,000
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Please note: This schedule is tentative and may be subject to change
Even though your grades will be posted on the CANVAS grade book, it is your responsibility to keep a record of your grades. Grading Criteria
900 – 1000 = A
800 – 899 = B
700 – 799 = C
600 – 699 = D