NORTH CENTRAL TEXAS COLLEGE

COURSE SYLLABUS

COURSE AND INSTRUCTOR INFORMATION

Course title: Technical Customer Service

Course prefix, number, and section number: EECT 1300 0386

Semester/Year of course: Spring 2026

Semester start and end dates: March 16, 2026 – May 9, 2026

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

Class meeting location, days, and times: Online, asynchronous

Lab meeting location, days, and times: Online, asynchronous

Semester credit hours: 3

Course description: General principles of customer service within a technical environment. Topics include internal/external customer relationships, time-management, best practices, and verbal and non-verbal communications skills.

Course prerequisites: None

Required course materials:

• Access to the Internet
• Access to a computer
• Word and Excel

Name of instructor:  Rebekah Sanchez

Office location:  Corinth Campus, Suite 170, Room 173

Telephone number:  940.498.6480

E-mail address:  rsanchez@nctc.edu

Office hours for students:  by appointment

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 Course Work Assignments for 300 Points

6 Discussion Boards for 200 Points

6 Quizzes for 75 Points

2 Unit Exams for 150 Points

1 Training Presentation for 110 Points

Extra credit assigned throughout the semester

I drop your lowest discussion, assignment, and quiz

Final grade scale: 

A = 89.5-100% or 895-1,000 points

B = 79.5-89% or 795-894 points

C = 69.5-79% or 695-794 points

D = 59.5-69% or 595-694 points

F = <=59.4% or 0-594 points

Late work policy:

Assignments are due on the date indicated in the assignment. I understand there will be times when external challenges make it difficult to submit an assignment on time. I will drop your lowest discussion, assignment, and quiz grades. I will also add extra credit assignments throughout the semester. I do this instead of extending deadlines for missed work. Therefore, you do not need to contact me for missing work as the dropped grades will be automatic and are built in to cover for these unforeseen circumstances. If you have extenuating circumstances that make it impossible to complete Exam 1 on time, please contact me before the due date to discuss options. Clear documentation will be required for any extension and it is not guaranteed. No extensions will be given for the training presentation or the final exam as they are due the last week of the semester.  

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 or unauthorized use of AI.  Consequences for academic dishonesty may include:

1) The student will receive a failing grade of "O" 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”)

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 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. Students will be dropped from a class by the Registrar upon recommendation of the instructor who feels the student has been justifiably absent or tardy a sufficient number of times to preclude meeting the course’s objectives.    Persistent, unjustified absences from classes or laboratories will be considered sufficient cause for College officials to drop a student from the rolls of the College. From Board Policy FC (LOCAL)

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” is: April 20, 2026

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; and
• identify verbal and non-verbal communications skills.

Core Objectives:

Critical Thinking

Communication

Empirical and Quantitative

Teamwork

COLLEGE POLICIES