NORTH CENTRAL TEXAS COLLEGE
COURSE SYLLABUS
Course Title: Customer Relations
Course Prefix & Number: MRKG1301 Section Number: 340
Semester/Year: SP/19
Semester Credit Hours: 3 Lecture Hours: 48 Lab Hours: 0
Complete Online Class
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
Required or Recommended Course Materials:
Customer Service Skills for Success, 6th Edition
Robert Lucas, McGraw Hill Must purchase connect online access code
Link to Course:
INSTRUCTOR INFORMATION
Name of Instructor: Karen Stewart
Campus/Office Location: Corinth
Telephone Number: google voice 972-503-9074
E-mail Address: kstewart@nctc.edu
OFFICE HOURS
Monday Virtual Hours 3-5
Tuesday Virtual Hours 3-5
Wednesday
Thursday
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:
500-450= A 449-399= B 398-348=C 347-297=D 296-BELOW=F
THIS CLASS IS NOT ON A PERCENTAGE. IT IS ON A POINT SYSTEM
Grades are based on the following assignments:
Graded course elements:
Online Book Quizzes 100 Points
Must have access to online content
Customer Service Scenarios 75 Points
5 Various situations 15 Points Each
Final exam 100 Points
Covering information from Textbook
Research Paper: 100 Points
Issues in Customer Service
Mystery Shopper 50 Points
Customer Service First Hand Encounter
Weekly Discussions 16 Weeks of Discussions 80 Points
CANVAS TECHNICAL SUPPORT:
Should you experience difficulties with CANVAS, please submit a ticket to tech support at http://nctccampus.zendesk.com. Each student has a profile in Canvas which displays all activity.
There is a visible log being kept with when you log in and what you are doing. It is very important that you work with a reliable computer to avoid technical issues with assessments. NO assignments will be waived for technical issues. It is your responsibility to have a reliable computer and a backup plan. DO NOT put off assignments until the last minute on Sunday night.
The instructor is NOT your tech support contact and will NOT answer weekend calls or emails except for unavailable quiz or exam modules.
CONNECT TECHNICAL SUPPORT:
Should you experience difficulties with CONNECT, please use the HELP button and choice LIVE
CHAT to get assistance from tech support. Each student has a profile in CONNECT which displays all activity. There is a visible log being kept with when you log in and what you are doing. It is very important that you work with a reliable computer to avoid technical issues with assessments.
NO assignments will be waived for technical issues.
It is your responsibility to have a reliable computer and a backup plan. DO NOT put off assignments until the last minute on Sunday night. The instructor is NOT your tech support contact and will NOT answer weekend calls or emails except for unavailable quiz or exam modules.
COURSE SUBJECT OUTLINE
Week 1 Jan 21
Link for online book
- Introductory DF in Canvas
- Purchase Text & Connect
Weekly Discussion: Introduce Yourself!
Week 2 Jan 28
- Complete LS Chapter 1
- Chapter 1 Quiz All week 2 assignments are due Jan 28
Weekly Discussion Customer Service Profession
Week 3 Feb 4
- Complete LS Chapter 2
- Quiz on Chapter 2 All week 3 assignments are due Feb 10
Weekly Discussion Service Culture
Week 4 Feb 11
- Customer Service Scenarios All week 4 assignments are due Feb 17
Weekly Discussion Customers Are always Right
Week 5 Feb 18
- Complete LS Chapter 3
- Take Quiz on Chapter 3 All week 5 assignments are due Feb 24
Weekly Discussion Verbal Communication
Week 6 Feb 25
- Complete LS Chapter 4
- Take Quiz on Chapter 4 All week 6 assignments are due March 3
- Language Toolkit
Weekly Discussion Non- Verbal Communication
Week 7 March 4
- Complete LS Chapter 5
- Take Quiz on Chapter 5 All week 7 assignments are due Mar 17
Weekly Discussion Listening to the Customer
Week 8 Spring Break No Activities
Week 9 March 18
Mystery Shopper Week Work on the Mystery Shopper Assignment
Customer Service Scenario All week 9 assignments are due March 24
Weekly Discussion
Week 10 March 25
- Complete LS Chapter 6
- Take Quiz on Chapter 6 All week 10 assignments are due April 1
- Language Toolkit
Weekly Discussion Customer Service Behavior
Week 11 April 2
- Complete LS Chapter 7
- Take Quiz on Chapter 7
Customer Service Scenario Worksheet All week 11 assignments are due April 8
Weekly Discussion Service breakdown and recovery
Week 12 April 9
Work on Mystery Shopper Assignment
Customer Service Scenario Worksheet All week 12 assignments are due April 15
Weekly Discussion
Week 13 Apr 16
- Complete LS Chapter 8
- Take Quiz on Chapter 8
Mystery Shopper Assignment Due All week 13 assignments are due April 22
Weekly Discussion A Diverse World
Week 14 April 23
- Complete LS Chapter 9
- Take Quiz on Chapter 9
Research Paper Due All week 14 assignments are due Apr 29
Weekly Discussion Technology
Week 15 May 6
- Complete LS Chapter 10
- Take Quiz on Chapter 10
Customer Service Scenario Worksheet All week 15 assignments are due May 12
Weekly Discussion Loyality
Week 16 May 13
Final exam Due May 14
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 judgement 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. From Board Policy FC (LOCAL)
Last day to withdraw from a course with a “W” is April 5 2019.
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.
CORE CURRICULUM FOUNDATIONAL COMPONENT AREA
(For classes in the Core)________
o Communication o Mathematics
o Life and Physical Science o Language, Philosophy & Culture
o Creative Arts o American History
o Government/Political Science o Social and Behavioral Sciences
o Component Area Option
REQUIRED CORE OBJECTIVES
(For classes in the Core)
x Critical Thinking x Communication
o Empirical and Quantitative x Teamwork
o Personal Responsibility o Social Responsibility
COURSE TYPE
oAcademic General Education Course (from ACGM but not in NCTC Core)
oAcademic NCTC Core Curriculum Course
xWECM Course
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
IMPORTANT INFORMATION:
Instructor’s Availability
The online environment can be a little confusing and many of you may feel that because he
class is online and is available 24/7, the instructor is also available 24/7. To clear up this
misunderstanding, please not the following:
The instruct will be available to answer any questions you may have during the scheduled office
hours listed above. Monday 3-5pm. If you need to meet with the instruct at a different time,
please schedule an appointment.
The instructor is not available on Saturdays or Sundays. Any questions sent on Friday after
NOON, Saturday or Sunday will be answered on Monday. It is important that you read your
assignments at the beginning of the week, so your questions can be answered by Friday at
Noon. You do have permission to email the instruct if an exam or quiz is not showing up.
However, the instructor is NOT your technical support contact. If you have problems with
CANVAS or CONNECT, contact the appropriate technical support help line.
Contacting the Instructor:
You may contact the instructor via email or calling the number listed in this syllabus. Please use
the CANVAS email to ask general questions. Email will be answered within 24 hours except on the weekends as stated above.
Do NOT use the my NCTC email if you except an answer quickly.
Attendance and Participation:
Attendance and active participation in this course is required. For online courses, attendance is
logged by the completion of the week’s quiz. If the quiz is not taken by the student, they will be
marked absent for that week.
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.
Extra Credit:
Extra Credit will be given at the instructor’s discretion. Please do not send a request asking for
extra credit. It is very important that you complete and be successful on required
assignments and not depend on extra credit.
Lectures & Readings:
It is your responsibility to read the chapters and take notes. You will need the textbook and you MUST purchase the online access. A 2-week complementary access is available if finances are a challenge. However, all assignments are done through the connect site, ASIDE FROM THE PAPERS, – is it mandatory that the online access is purchased.
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 500 word research report on the topic; not including cover page and bibliography. This is a scholarly paper that should utilize a minimum of 4 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 and upload in CONNECT. Times Roman 10 point type and 1" margins are required. Double space but DO NOT double double space between paragraphs. Include a works cited or bibliography pa