NORTH CENTRAL TEXAS COLLEGE COURSE SYLLABUS
Course Title:	Technical Customer Service            THIS IS AN ONLINE COURSE
Course Prefix & Number:  EECT 1300			Section:  0301		Semester/Yr:  Fall 2020 2nd 8-Weeks
Semester Credit Hours: 3		Lecture Hours: 48		Lab Hrs: 0	ONLINE
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 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.
Course Prerequisite(s):   None
Required or Recommended Course Materials: (1) Textbook: Beisse, A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition, Course Technology, ISBN- 978-1-285-85268-3. (2) Access to the internet and a personal computer with MS Office 2016 or higher.  This class will be delivered fully online

INSTRUCTOR INFORMATION

Name of Instructor:	Manuel Trevino, Jr
Campus/Office Location:	Corinth Campus
Telephone Number:	940 498 6480
E-mail Address:	mtrevino@nctc.edu

OFFICE HOURS

Monday	Tuesday	Wednesday	Thursday	Friday
9 AM to 3 PM	9 AM to 3 PM	9 AM to 3 PM	9 AM to 3 PM	By Appointment

STUDENT LEARNING OUTCOMES (From Academic Course Guide Manual/Workforce Education Course Manual/NCTC Catalog

At the successful completion of this course the student will be able to:
	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

 

GRADING CRITERIA

Course Elements	Graded Course Elements	Point Values
11	Chapter Assignments and Quizzes	350
3	Exams	300
1	Course Work	175
1	Training Presentation	150
1	Final Project	175

Work is scheduled each week. Canvas attendance is required. Late assignments are not accepted unless the student is absent due to illness or emergencies as determined by the instructor.  It is the student’s responsibility to provide documentation as to the emergency for approval and judgement by the faculty member.  Valid reasons for absence, however, do not relieve the student of the responsibility for making up required work.  Students will not be allowed to make up an examination missed due to absence unless they have reasons acceptable to the instructor. 

Last day to withdraw from a course with a “W” is November 24th

The Office for Students with Disabilities (OSD) provides support services for students with disabilities, students enrolled in technical areas of study, and students who are classified as special populations (i.e. single parents).

Support services for students with disabilities might include appropriate and reasonable accommodations, or they may be in the form of personal counseling, academic counseling, career counseling, etc.  Furthermore, OSD Counselors work with students to encourage self-advocacy and promote empowerment. The Counselors also provides resource information, disability-related information, and adaptive technology for students who qualify.

If you feel you have needs for services that the institution provides, please reach out to either Wayne Smith (940) 498-6207 or Yvonne Sandman (940) 668-4321. 

o          Academic General Education Course (from ACGM but not in NCTC Core)

o          Academic NCTC Core Curriculum Course

x         WECM Course

 

Students are expected to follow all rules and regulations found in the student handbook and published online.

 

Scholastic dishonesty shall include, but is not limited to cheating, plagiarism, academic falsification, intellectual property dishonesty, academic dishonesty facilitation and collusion.  Faculty members may document and bring charges against a student who is engaged in or is suspected to be engaged in academic dishonesty.  See Student Handbook, “Student Rights & Responsibilities: Student Conduct ([FLB(LOCAL)]”. 

Consequences for academic dishonesty may include:

1.  Zero for the work
2. Academic suspension

 

 

 

 

 

COVID-19 STATEMENTS 

Syllabi statement regarding potential Conversion of Onsite Classes to Online/Remote Format: North Central Texas College students should be aware that in the event of a college closure due to COVID-19, onsite classes will be converted to an online/remote format. Students should plan ahead to ensure they have access to the computer equipment (either PC, MAC, or tablet), webcam, and internet connectivity to continue their classes in an online/remote format. Please read all your official North Central Texas College student emails as the transition from onsite to online/remote might require a reorganization in your personal situation. Students will be granted a 72-hour transition and grace period. Online classes will continue as scheduled without disruption. Wear a mask, stay safe, and contact your Instructor as the situation arises. These policies and procedures were updated on July 30, 2020 and are subject to change.   Syllabi Statement Regarding Face Coverings: Per the North Central Texas College guidance on face coverings on campus, in the instructional setting, faculty and students must wear face coverings, such as masks or face shields. Students without coverings, or those who do not comply with the rules relating to face coverings, will not be able to participate in on-campus classroom activities. To request an exception to this requirement, students should contact the NCTC HR Office of Enrollment Management (ccove@nctc.edu). Failure to comply with the face coverings requirement may result in the Instructor directing the student to leave the classroom. Any student asked to leave the classroom may be referred to the student conduct officer. These policies and procedures were updated on July 30, 2020 and are subject to change.   Temporary COVID-19 Attendance Policy for Face-to-Face Meetings: We are facing an unprecedented situation in which all of us must be flexible and make prudent decisions in the best interest of our families, our campus, and our community. In light of this, North Central Texas College is temporarily establishing the requirement that faculty keep records of student attendance for face-to-face course meetings as well as a documented seating chart. In addition, students who are sick or need to quarantine should not attend classes. Students will not be required to provide formal documentation from a health care provider and will not be penalized for COVID-19 related absences when proper notification to campus health officials is made in accordance with the guidelines stated below.   Faculty will:   Notify students about important course information and delivery changes through Canvas and campus email.   Students should: Provide notification to campus officials (via NCTC Daily Health Check protocol through Canvas) if they have tested positive for COVID-19 or have to quarantine so we can confirm reported absence with instructors, monitor, and assist the campus community. Notify instructors in advance of the absence. Connect with that class through Webex if the class session is being transmitted in a hybrid fashion. Keep up with and/or make up missed classwork or assignments. Submit assignments digitally through Canvas or other means as announced by your instructor. Work with their instructors to reschedule exams, labs, and other critical academic activities described in the course syllabus. Check Canvas and campus email daily to receive important announcements pertaining to the course. During this period, faculty with face-to-face meetings will establish assigned seating/work stations to facilitate roll-taking, and, if necessary, contact tracing. Additionally, we ask all members of the College community to be attentive to their health, and safeguard others, by following the CDC’s guideline to “stay home when you are sick.” You should stay home if you have symptoms. More information on what to do if you are sick is available at the CDC’s website. Additional NCTC information is available at http://www.nctc.edu/coronavirus/index.html

 

QUESTIONS, CONCERNS, or COMPLAINTS

Name of Chair/Coordinator:	Susan Svane
Office Location:	Room 232, Corinth Campus
Telephone Number:	940 498 6292
E-mail Address:	ssvane@nctc.edu
Name of Instructional Dean:	Debbie Huffman
Office Location:	Gainesville
Telephone Number:	940 668 3357
E-mail Address:	dhuffman@nctc.edu

 

   GENERAL DESCRIPTION OF SUBJECT MATTER FOR EACH LECTURE/DISCUSSION

	Topic		General Description of Subject Matter
	Chapter 1 - Introduction to Computer User Support		Ways to classify end users Common problems users encounter Common ways to organize and provide support services
	Chapter 2:  Customer Service Skills for User Support Agents		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
	Chapter 3:  Writing for End Users		Types of end-user documentation How technical writing differs from other writing How technical documents are organized How to plan effective user documentation
	Chapter 4:  Skills for Troubleshooting Computer Problems		The troubleshooting process and the thinking skills required for successful troubleshooting Communication skills for troubleshooting Information resources to help solve computer problems
	Chapter 5:  Common Support Problems		Several categories of common end-user computer problems Problem-solving processes that can be applied to typical support problems
	Chapter 6: Help Desk Operation		Help desk operational procedures, The multilevel support model The incident management process, Best practices in help desk operation
	Chapter 7:  User Support Management		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
	Chapter 8:  Product Evaluation Strategies and Support Standards		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
	Chapter 9:  End-User Needs Assessment Project		Basic strategies for performing end-user needs analysis and assessment. Tasks in managing a user needs assessment project
	Chapter 10: Installing and Managing End-User Computers		Major site preparation steps for computer installations Pre-installation 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
	Chapter 11: Technology Training for Users		Goals of training activities, Steps in the training process, How to plan a training session, How to prepare a training session

 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.

Syllabus Addendum – Fall 2020 – Student Services

 

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.  The program helps students acclimate to college by providing free interactive online workshops. For more information, please visit your nearest Student Success Center.

 

Student Success offers academic coaching, tutoring, including a Writing Center, and a Math Lab to assist new students acclimate to college by providing computer lab services for prospective students. http://www.nctc.edu/student-services/student-success/tutoring/index.html

First generation students can also participate in TRIO which offers specialized services.

http://www.nctc.edu/student-services/trio-student-support-services.html

 

Completion Center

The NCTC Completion Center is a comprehensive student engagement program that increases retention and completion rates of first-time, low income students. Services include:

Success coaching to address students’ academic and non-academic challenges and issues; Success Seminars, and a centralized career readiness and job placement program.

http://www.nctc.edu/student-services/completion-center/index.html

 

Career Services Center

The NCTC Career Services Center is the place you can go for educational and career planning. Services include: Career/Degree Exploration, Job Search Tools and Resources, Resume and Professional Portfolio Development, Interview Skills and Preparation. Our Career Advisors partner with you in making your educational journey an efficient process towards a rewarding career. http://www.nctc.edu/career-services/index.html

 

Counseling and Advising

Support Services, Counseling and Advising staff offer a variety of services to current and prospective students, such as College 101, placement testing, academic advising and course registration, transfer assistance, and College Success seminars (Time Management, Study Skills, Test Anxiety, Choosing a Major, Learning Style Strategies, Career Exploration) and much more.  http://www.nctc.edu/counseling-advising/index.html 

 

Testing Service Center

The mission of NCTC Testing Services is to provide high-quality testing services that adhere to the professional standards and guidelines to meet the needs of students, faculty, and community members. http://www.nctc.edu/testing-center/index.html

 

Early Alert and CARES             

The NCTC Early Alert program assists students who are at risk of failing or withdrawing from a course. Faculty and staff may refer students through the Early Alert process at any point in the semester in an effort to provide appropriate intervention and access to support services. Examples of behaviors that could prompt an Early Alert referral could be missing assignments, failing tests, excessive absences, or personal circumstances impacting academic performance. A student submitted as an Early Alert will be contacted by an academic advisor or success coach through text, phone, and/or via their NCTC e-mail address to discuss any current challenges as well as helpful resources and success strategies-we want our students to finish strong and know that education is a partnership!

 

The NCTC CARES (Campus Assessment Response Evaluation Services) Team is concerned not only about our students' academic success, but also their emotional and physical well-being. The CARES Team promotes a safe learning environment for students, faculty, and staff and is committed to taking a proactive approach in helping our students succeed by addressing the mental, emotional or psychological health and safety of the NCTC community. As a student, you have the ability to report concerning behavior which could impact your own safety or the safety of another NCTC student, such as stalking, harassment, physical or emotional abuse, violent or threatening behavior, or self-harm. Visit the NCTC CARES site to also locate campus and community resources, or email counseling@nctc.edu to get in touch with a member of the CARES Team directly.  As always, if you feel there is an immediate threat to your own safety or welfare (or to another student), please call 911 immediately.

 

 

Financial Aid

Financial Aid offers financial resources for students that qualify, visit the financial aid offices for more information.   http://www.nctc.edu/financial-aid/index.html

 

Student Success

At NCTC, student success​ is progress towards collegiate goals, reached in an affordable and timely manner, under professional guidance, empowering students to serve skillfully in their chosen role within their community

 

Equity

NCTC defines equity as encompassing the practice of acknowledging individual differences and systemic disparities when developing new programs and resources for our campus community, which may sometimes challenge our own beliefs and assumptions, in order to ensure balanced educational opportunities toward completion.

 

Affinity Groups

Staff and faculty representing the Employee Resource Groups (ERG’s), along with academic advisors, counselors and success coaches, serve as mentors for NCTC’s student-centered ​Affinity Groups​.

 

An ​Affinity Group​ is a population of students who have specific needs, barriers or systems they are needing to navigate not only within college, but within life. Providing mentorship, support and resources for identified Affinity Groups such as Black/African American students, veterans and active military, single parents, students with disabilities, adult learners, Latinx, LGBTQ+ and students who have experienced foster care and/or homelessness, enables us to make more impactful, meaningful connections with students who are in dire need of equity and understanding.

• This course will be augmented by using NCTC’s online course delivery system, CANVAS and WebEx (if needed). Log into CANVAS from the NCTC home page (www.nctc.edu) or directly at www.Canvas.nctc.edu.  Participation in CANVAS is MANDATORY.
• Students MUST have Microsoft Word 2016 or higher installed on the computer they plan to use to complete course work.
• If a student should experience problems accessing the course material in CANVAS, WebEX, OR sending/receiving course mail, it is the student’s responsibility to notify the instructor immediately. Use the eLearning Help Desk if you are experiencing access problems.
• Each student should have a NCTC email account. You should also have an Internet email account such as Hotmail or Gmail to aid in course communication should the CANVAS site be down.
• Most Assignments are due on Sunday by 11:50 PM. No late assignments will be accepted for full credit. If approved by the instructor, you may submit the late assignments as an attachment to a Canvas Email. The assignments will be graded at the end of the semester ONLY if they will make a difference to your overall grade. You will lose points for late submittal of each assignment. No late assignments will be accepted after the seventh week of this eight-week course. 
• No makeups for missed examinations will be permitted unless previously discussed with and approved by the instructor in advance.
• There will be two quizzes each week. You may take the quiz four times. You will see the results of the quiz after the fourth try. There are no makeups for quizzes.
• Your Final is 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.
• Grades will be posted in the CANVAS grade book. You should keep a record of your grades too. 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 Susan Svane at ssvane@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

Semester Weeks	Start Date	Chapter Readings	Homework/Quizzes/Tests  (See Canvas for specifics)	Due Date	Point Value
	19-Oct  Mon	Course Work		25-Oct  Sun	25
Week One	19-Oct  Mon	Chapters 1 & 2	Discussion Board	25-Oct  Sun	15
	19-Oct  Mon		Assignments	25-Oct  Sun	25
	19-Oct  Mon		Quizzes	25-Oct  Sun	20
	26-Oct  Mon	Course Work		01-Nov  Sun	25
Week Two	26-Oct  Mon	Chapters 3 & 4	Discussion Board	01-Nov  Sun	15
	26-Oct  Mon		Assignments	01-Nov  Sun	25
	26-Oct  Mon		Quizzes	01-Nov  Sun	20
	02-Nov  Mon	Course Work		08-Nov  Sun	25
Week Three	02-Nov  Mon	EXAM 1 (Chapters 1, 2, 3, 4)	Open Sunday 9/6 – closed on Wed.	08-Nov  Sun	100
	02-Nov  Mon		Discussion Board	08-Nov  Sun	15
	02-Nov  Mon	Chapters 5 and 6	Assignments	08-Nov  Sun	25
	02-Nov  Mon		Quizzes	08-Nov  Sun	20
	09-Nov  Mon	Course Work		15-Nov  Sun	25
	09-Nov  Mon	Chapters 7 & 11	Discussion Board	15-Nov  Sun	15
Week Four	09-Nov  Mon		Assignments	15-Nov  Sun	25
	09-Nov  Mon		Quizzes	15-Nov  Sun	20
	16-Nov  Mon	Course Work		22-Nov  Sun	25
	16-Nov  Mon	EXAM 2 (Chapters 5, 6, 7, 11)	Open Sunday 9/27 – closed on Wed	22-Nov  Sun	100
Week Five	16-Nov  Mon		Discussion Board	22-Nov  Sun	15
	16-Nov  Mon	Chapter 8	Assignment	22-Nov  Sun	25
	16-Nov  Mon		Quizzes	22-Nov  Sun	10
Week Six	16-Nov  Mon	Training Presentations	See Rubric for grading structure	22-Nov  Sun	150
	23-Nov  Mon	Course Work		29-Nov  Sun	25
	23-Nov  Mon	Chapters 9 & 10	Discussion Board	29-Nov  Sun	15
	23-Nov  Mon		Assignments	29-Nov  Sun	25
	23-Nov  Mon		Quizzes	29-Nov  Sun	20
Week Seven	30-Nov  Mon	Course work		06-Dec  Sun	25
Week Eight	07-Dec  Mon	EXAM 3 (Chapters 8, 9, 10)		13-Dec  Sun	100
	07-Dec  Mon	Final - Presentation	See Rubric for grading structure	13-Dec  Sun	175
Less 1 discussion, 1 assignment, 1 Quiz, and 1 Exam		-150
Total Possible Points					1,000

 

Please note: This schedule is tentative and may be subject to change

Your grades will be posted in Canvas. It is your responsibility to verify those grades prior to the end of the semester.                          

Grading Criteria

900 – 1000 = A

                800 – 899 = B

                                 700 – 799 = C

                 600 – 699 = D

 

 

 

Technical Customer Service

Rubric for Final Group Presentation

Project Management

 

This Project should include a professional looking video of a Project Management Work Team coming together to plan/schedule work needed to complete a project (you the members of your team must be in the video). It must be a realistic scenario with a computer related problem much like the ones used in this course’s book. There is to be no profanity or stereotyping.

TEAM MEMBERS: ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

 

	Possible Points	Points Received
I.   Project Definition
Project goal	10
2.  Project Planning
Project tasks mentioned	10
Clear project plan	20
What tasks will be accomplished	10
What is the sequence of tasks	5
Who will perform each task?	5
How long will each task take?	10
What resources will each task require?	10
3. Project implementation
Will the cost of the project exceed its budget?	15
Will the project get completed on time?	10
4. Project monitoring
How much work has been completed?	10
What remains to be done?	10
How should staff or other resources be adjusted or reassigned?	10
What impact will changes in tasks have on the completion date?	5
5. Project termination
How do we know it has been terminated?	20
Was typed script turned in	15
TOTAL	175

 

 

 

 

 

Technical Customer Service

Rubric for Final Group Presentation

Good/Bad Customer Service

 

This Project should include a professional looking video of a Good Customer Service Representative (Rep.) and a Bad/Rude Customer Service Representative. It must be a realistic scenario much like the ones used in our book. There is to be no profanity or stereotyping.

Team Members: _______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Good Technical Customer Service Representative	Possible Points	Points Received
Did they give a sincere greeting	5
Did they paraphrase the problem to verify understanding of a the problem	10
Did they use probes to obtain more information from a user	10
Did they explain the problem resolution to verify that the problem was solved	10
Did they verify that the user was satisfied	5
Did all members on video dress for the part	5
Were all team members part of the video in some way	5
Was it a real technical problem	10
Did it look like a real situation (actors not visibly reading script, etc.)	10
Were appropriate props used	5
Courteous  - Apologize/Say Thank You	5
Did the user respond in a way to confirm understanding of the problem	5
Was the presentation five minutes long	5
Bad Technical Customer Service Representative
Distinct Tone of voice	10
What type of greeting was used	5
Did they listen to the user	5
What other way did they show they were a bad rep. (1)	5
What other way did they show they were bad rep. (2)	5
Did all members on video dress for the part	5
Were all team members part of the video in some way	5
Was it a real technical problem	10
Did it look like a real situation (actors not visibly reading script, etc.)	5
Were appropriate props used	5
What did user do to show discontent towards the rep.	10
Was the presentation five minutes long	5
Was Final typed script turned in	10
Total	175

 

 

 

 

 

 

 

STUDENT NAME_______________________________________                        GRADE_________________

TRAINING PROJECT

Minimum of 7 minutes – Maximum of 10 minutes

 

Task	Possible Points	Actual Points	Comments
1. Did they read their audience beforehand to know if they would be interested in project?	5
2.  Introduce the trainer	15
3.  Introduce the topic	5
4.  Establish motivation	10
5.  Present the new material (what source – did they know how to use equipment)       A.  Concepts       B.  Explanations	25
6.  Perform training activities       A.  Teach basic skills and abilities       B.  Build skills and develop expertise	25
7.  Summarize and review the main points	5
8.  Describe next steps and resources	10
9. Handouts – must be: (1) Brief summary of key points  (2) informative and concise (3) Creative in design	25
10. Obtain evaluation and feedback / peer feed back	10
11. Overall presentation – polished and prepared - 5 points if don’t know how to use equipment	15
TOTAL POSSIBLE POINTS	150