NORTH CENTRAL TEXAS COLLEGE

COURSE SYLLABUS

COURSE AND INSTRUCTOR INFORMATION

Course title: Technical Customer Service

Course prefix, number, and section number: EECT 1300  330

Semester/Year of course: SUMMER 3 - 2025

Semester start and end dates: June 9 – August 14

Modality (Face to face/Synchronous or Asynchronous online/Hybrid):  Online

Class meeting location, days, and times:  None

Lab meeting location, days, and times: None

Semester credit hours: 3

Course description: 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 prerequisites: None

REQUIRED COURSE MATERIALS:

Access to the internet and a personal computer with Microsoft Word and Excel is a MUST! 

Name of instructor:   Judy Archer

Office location:            None

Telephone number:    None

E-mail address:             jarcher@nctc.edu

Office hours for students:  Email me to set up a convenient time via WebEx

SYLLABUS CHANGE DISCLAIMER

The faculty member reserves the right to make changes to this published syllabus if it is in the best interest of the educational development of this class. Any such changes will be announced as soon as possible in person and/or writing.

SUMMARY OF COURSE ASSIGNMENTS

List of graded assignments:
6          Quizzes                                               120 Points

6          Discussion Boards                               120 Points

7          Course Work Assignments                  340 Points

2          Unit Exams                                          200 Points

1          Training Presentation                         100 Points

1          Group Project                                     175 Points

1           Extra Assignments                                 35 Points

 Less 90 points. I drop your lowest discussion, assignment, and quiz

Final grade scale:
A >= 900 – 1000  B >= 800 to 899, C >= 700 to 799, D >= 600 to 699, and F < 600

Late work policy:
No late assignments will be accepted for full credit. If approved by the instructor, you may submit late assignments as an attachment to a Canvas Email. The assignments will be graded at the end of the semester ONLY if they 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 ninth week of this ten-week course. 

There is no extra credit available. Your grade will be based on the above graded elements listed. 

SEE CANVAS FOR THE COMPLETE COURSE CALENDAR, OUTLINE, DETAILED DESCRIPTION OF GRADED WORK, AND OTHER RELATED MATERIAL.

COURSE POLICIES

Academic Integrity Policy:
Scholastic dishonesty shall include, but is not limited to cheating, plagiarism, academic falsification, intellectual property dishonesty, academic dishonesty facilitation and collusion.  Consequences for academic dishonesty may include:

1) The student will receive a failing grade of "0" on the assignment. If the assignment is within a group in which the lowest assignment is dropped, the assignment will not be able to count as a dropped score. It will count as part of the grade.

2) A "Scholastic Dishonesty Report Form" will be submitted regarding the incident

3) Student may be dropped from the course with a failing grade (letter grade of “F”)

Artificial Intelligence Policy:

Use of AI to complete assignments is not permitted. 

Attendance Policy:
Regular and punctual attendance is expected of all students in all classes for which they have registered. All absences are considered to be unauthorized 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 judgment by the faculty member.

Approved college-sponsored activities are the only absences for which a student should not be held liable and only when provided by a college official ahead of the absence. Valid reasons for absence, however, do not relieve the student of the responsibility for making up the required work. Students will not be allowed to make up an examination missed due to absence unless they have reasons acceptable to the instructor.

A student who is compelled to be absent when a test is given should petition the instructor, in advance, if possible, for permission to postpone the exam.

Withdrawal Policy:

A student may withdraw from a course on or after the official date of record. It is the student’s responsibility to initiate and complete a Withdrawal Request Form.

Last day to withdraw from the course with a “W”: July 21

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

Identify Internal/External Customer Relationships

Update Customers on Work Progress to Maintain Customer Satisfaction and Public Relations

Address Customer Questions and Complaints in a Professional and Thorough Manner

Communicate Technical Information in a Clear, Precise, and Logical Manner

Identify verbal and non-verbal communications skills

Core Objectives:
Critical Thinking, Communication, Empirical and Quantitative, Teamwork, Personal Responsibility, Social Responsibility

Class Communications:
The best way to contact me is through CANVAS email. Please be sure to state your questions or statements clearly. I will get back with you within 24 hours during the week and within 48 hours on the weekend. I also expect you to check your email at least two times each week.

COLLEGE POLICIES