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NORTH CENTRAL TEXAS COLLEGE
COURSE SYLLABUS
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The North Central Texas College (NCTC) Course Syllabus provides the following as required by the Texas Higher Education Coordinating Board (THECB): (1) a brief description of the course including each major course requirement, assignment and examination; (2) the learning objectives for the course; (3) a general description of the subject matter of each lecture or discussion; and (4) any required or recommended readings. Contact information for the instructor is also provided. The Course Syllabus also provides institutional information to indicate how this course supports NCTC’s purpose and mission. Information specific to a particular section of the course will be included in the Class Syllabus and distributed to enrolled students.
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Course Title:
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Customer Relations
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Course Prefix & Number:
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MRKG1301
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Section Number:
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340
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Term Code:
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Spring
2017
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Semester Credit Hours:
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3
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Lecture Hours:
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3
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Lab Hours:
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0
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Campus/Room: Corinth
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Online
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Meeting time:
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Online
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Course Description (NCTC Catalog):
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General principles of customer service including skills, knowledge, attitudes, and behaviors. Topics will include teamwork in an organization, internal and external customer relationships; communication in clear and professional manner and conflict resolution.
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Course Prerequisite(s):
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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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Alyson Livingston
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Campus/Office Location:
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Corinth 207A
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Telephone Number:
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940-498-6282 (email is preferred and quicker response)
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E-mail Address:
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alivingston@nctc.edu
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Office Hours:
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Tuesday 10:30AM – 12:00PM
Please contact by email to let me know you are coming
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Name of Chair/Coordinator:
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Doug Akins
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Office Location:
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Corinth 207A
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Telephone Number:
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940-498-6261731
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E-mail Address:
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dakin@nctc.edu
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REQUIRED OR RECOMMENDED COURSE MATERIALS
Customer Service: Skills for Success 6th edition -
Robert W. Lucas
NOTE: The digital version of the text with the online Connect access code is REQUIRED. You may choose to purchase a hardcopy version of the text, but it is not required as the content is a part of the digital access.
COURSE REQUIREMENTS, EVALUATION METHODS AND 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 Quizzes & Assignments
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25%
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3
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Exams
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25%
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2
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Semester Paper
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25%
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13
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Discussion Forums & Blog
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25%
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GRADING SCALE
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90-100%
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A
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60-69%
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D
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80-89%
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B
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Below 60%
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F
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70-79%
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C
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ATTENDANCE POLICY
Attendance will be measured by weekly participation in an indicated assignment. Failure to participate will constitute absence. Excessive absences will adversely affect the course grade.
INSTITUTIONAL LEARNING GOALS
o A quality general education curriculum in all associate degree programs.
o Quality freshman and sophomore level courses in arts and sciences which parallel the lower division offerings of four-year colleges and universities.
x Quality technical programs leading directly to careers in semi-skilled and skilled occupations, and quality technical education programs up to two years in length leading to certificates and associate degrees.
o Quality programs and services in support of adult literacy and basic skills development as a mean of workforce enhancement and expanding access to higher education.
PROGRAM PURPOSE STATEMENT
NCTC seeks to implement its goal of providing quality technical programs leading directly to careers in semi-skilled and skilled occupations, and quality technical education programs up to two years in length leading to certificates and associate degrees by offering a coherent sequence of courses with appropriate breadth and depth to prepare students for success in the workforce.
DEPARTMENTAL PURPOSE STATEMENT
The purpose of the Business Management Department is to provide certificate and degree options in business management that will allow students to enter and advance in the workforce or enter four-year institution to pursue a higher degree.
STUDENT LEARNING OUTCOMES
Examine internal and external customer relationship management (CRM) strategies.
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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The customer service profession
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Overview
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Contributing to the service culture
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Defining and establishing a service culture including strategies
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Verbal communication skills
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Two-way communication, positive/negative communication and strategies, and feedback
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Non-verbal communication
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Definitions, gender, and culture
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Listening to the customer
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Defining listening, characteristics of good listeners, and strategies for improvement
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Customer service & behavior
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Behavioral styles and how to communicate with each
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Service breakdown and recovery
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Defined, dealing with difficult customers, and reasons for customer defection
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Customer service & diversity
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The role of diversity in customer service including values and communication
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Customer service via technology
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Role of technology, call centers, web based and mobile technologies
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Encouraging customer loyalty
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The role of trust and customer relationship management, and enhancing customer satisfaction
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Last day to Withdraw
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For the Spring 2017 semester, the last day to withdraw from a course with a “W” is April 6.
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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.
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STUDENT SUPPORT SERVICES
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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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Tobacco-Free Campus
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NCTC restricts the use of all tobacco products including cigarettes, cigars, pipes and smokeless tobacco on campus property.
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