NORTH CENTRAL TEXAS COLLEGE
COURSE SYLLABUS
Course Title: Customer Relationship Management
Course Prefix & Number: MRKG1301 (Dual Credit)
Semester/Year: Fall/18
Semester Credit Hours: 3 Lecture Hours: 48 Lab Hours: 0
Course Description (NCTC Catalog):
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.
Course Prerequisite(s): None
Recommended Course Materials:
Customer Service Kills for Success, 6th Edition
Robert Lucas, McGraw Hill
INSTRUCTOR INFORMATION
Name of Instructor: Ms. Ashley Williams
Campus/Office Location: iSchool High of Lewisville
Telephone Number: 972-317-2470
E-mail Address: awilliams@nctc.edu / amwilliams@responsiveed.com
OFFICE HOURS
Tuesdays + Thursdays 1st Period (8:30-9:10 am)
STUDENT LEARNING OUTCOMES
Users Guide Manual/Workforce Education
Course Manual/ NCTC Catalog
At the successful completion of this course the student will be able to:
Examine internal and external customer relationship management (CRM) strategies
GRADING CRITERIA Grades are determined on the following scale:
90% - 100% = A
80% - 89% = B
70% - 79% = C
__________________________
60%-69% = D
59% BELOW = F
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1000 Points Possible
Graded course elements:
Participation – 2 @ 50 Points Each
Daily Activities – 50 @ 5 Points Each
Exams – 2 @ 100 Points Each
Sales Presentation Project – 1 @ 200 Points
Industry Report on Modern Issues in Customer Service – 1 @ 50 Points
Mystery Shopper Project – 1 @ 100 Points
Final Exam – 1 @ 100 Points
COURSE SUBJECT OUTLINE
Week 1 August 20-26
Go over Syllabus and class expectations
Week 2 Aug 27-Sept 2
Customer Service Overview
Week 3 Sept 4-9
GALE ACT Selling Skills Training
Week 4 Sept 10-16
GALE ACT Selling Skills Training
Exam #1
Week 5 Sept 17-23
Sales Presentation Prep
Week 6 Sept 24-Sept 30
Sales Presentation Project
Week 7 Oct 1- 7
Store Aesthetics and Visuals
Week 8 October 8-14
Mystery Shopper Project Prep
Week 9 Oct 15-21
Mystery Shopper Project
Week 10 Oct 22-28
Global Communication and Issues
Week 11 Oct 29-Nov 4
Marketing to Consumers
Week 12 Nov 5-11
Marketing Information Management
Week 13 Nov 12-18
Review and Exam #2
Week 14 Nov 19-25
Pricing and Value
Omni-Channel
Week 15 Nov 26-Dec 2
Customer Service – online retailing
Week 16 Dec 3-6
Project Wrap-ups
Final Exam REVIEW
Final exam Dec 10-12
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 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.
Student 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.
DISABILITY SERVICES
(Office for Students with Disabilities)
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. Alternative students may stop by Room 170 in Corinth or Room 110 in Gainesville.
STUDENT HANDBOOK
Students are expected to follow all rules and regulations found in the student handbook and published online.
ACADEMIC DISHONESTY
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 on the Assignment & a warning. First Offense
2) Dropped from Course – Second Offense
QUESTIONS, CONCERNS, or COMPLAINTS
Name of Chair/Coordinator:
Dr. Cherly Furdge, Division Chair
Office Location:
Corinth Campus, Suite 239 Office 234
Telephone Number:
940-498-6238
E-mail Address:
cfurdge@nctc.edu
Name of Instructional Dean:
Debbie Huffman
Office Location: Gainesville Career and Technical Center
Telephone Number: 940-668-3357
E-mail Address: dhuffman@nctc.edu
Make-up Work and late assignments:
Neither make-up exams nor quizzes will be given nor will late work be accepted. The instructor will determine if an emergency deems extra time for an assignment. You have a week to complete your assignments and it is important that you do so. All assignments are important so please do not discount them.
Mystery Shopper Paper: Required Paper
Choose a national company and personally visit the store as a mystery shopper. You may select any company you want. Some examples are: Nordstroms, Best Buy, Chili's, Macy's, The Container Store and Home Depot. Two sample experience checklists are included for your use in collecting information about your experience. A form is provided to use as a guideline for collecting information as an external customer.
The paper should be three pages in length, double spaced. The first paragraph should be an introduction of the company and the location visited. Subsequent paragraphs should chronicle your experience and interacts with staff from beginning to end. Be sure to give details and not simply make judgmental statements. For example: "The bathroom was dirty and disgusting." vs
"The bathroom had paper towels on the floor, the trash can was overflowing, no toilet paper in one of the stalls and no soap in the dispenser". The final paragraph should summarize your experience and make recommendations to improve the customer experience. Make sure you use the terminology set forth in your text to explain your recommendations and experiences.
Your paper should be submitted as an MS Word file or in .doc format. Proper grammar and formatting is required. Use Times Roman 10 pt. type, 1" margins and double spacing. Do not double space between paragraphs.
Research Paper Assignment: Required Paper
Choose a topic in customer service about emerging trends or challenges and write an Two-Page research report on the topic; not including cover page and bibliography. This is a scholarly paper that should utilize a minimum of 3 sources. You may NOT use Wikepedia or your text to count toward these sources. Use MLA or APA style to cite the sources you use.
Format the paper in a MS Word or .doc file. Times Roman 10 point type and 1" margins are required. Double space but DO NOT double space between paragraphs. Include a works cited or bibliography page as well.
Possible topics include but are not limited to: If you have a topic you would like to use that differs from the list ( A-J) you must get approval from instructor
-Dealing with Difficult Customers B. Speed & Agility in Customer Expectations,
-Multiple Channel Service D. Social Media & Customer Service
-Mobile Apps F. Knowledge Management
-Voice of Customer Programs H. Outsourcing Customer Service
-Changing Demographics & Customer Service to Millennials J.Data Analytics