o             Academic General Education Course (from ACGM but not in NCTC Core)

o        Academic NCTC Core Curriculum Course

o        WECM Course

 

Students are expected to follow all rules and regulations found in the student handbook and published online.

 

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 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.

 

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.  Failure of the Class with an “F”
2.  Grade of a “0” on the assignment

 

QUESTIONS, CONCERNS, or COMPLAINTS

 

Name of Chair/Coordinator:	Dr. Cheryl Furdge
Office Location:	Corinth Campus 230
Telephone Number:	940-498-6238
E-mail Address:	cfurdge@nctc.edu
Name of Instructional Dean:	Debbie  Huffman
Office Location:	Gainesville Campus
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 the class is online and is available 24/7, the instructor is also available 24/7. To clear up this misunderstanding, please note the following:

The instructor will also answer email, and phone calls within 24 Hours.

If you need to meet with the instructor 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 instructor 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.

 

 

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 and Keeping Up with your grades:

It is your responsibility to read the chapters and take notes. 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.

It is the student’s responsibility to keep up with your grade reports on Canvas.  If a “0” is entered and you believe that you have turned in the assignment, it is your responsibility to address the issue with the instructor.

 

Assignments Directions and Short Explanation

 

Research Paper- 100 Points

This is a course Objective assignment. 

The overall course objective as stated in the syllabus is that the student will be able to "explain the internal and external customer relationship management (CRM) strategies." A grading rubric is available below the assignment.

For specific guidelines on the relationship of module objectives, textbook references see the FINAL PROJECT LEARNING OUTCOMES AND OBJECTIVES REFERENCE GUIDE in the module below this assignment.

This project will involve analyzing a company of your choice from an internal and external perspective using primary and secondary data. Primary data is information you collect personally such as personal interviews or the mystery shopper experience. Secondary Data is information you get from other sources like the internet or company annual reports.

Customer Relations Company Case Study Requirements:

This is a formal research paper. You are expected to write a scholarly paper. Using proper APA citation of all sources used in compiling this paper. Remember, even if information is paraphrased from a source and not quoted directly, it MUST be cited. The general rule is if you use three or more words from a source, it must be cited. Watch the videos or go to the reference guides provided in the module if you are unsure. Plagiarism will not be tolerated and will result in a zero for this assignment and Academic Dishonesty procedures may be initiated.

Upload the completed WORD document to this drop box before Midnight on Sunday.

FORMATING: Use 1” margins, Times Roman 12 font, double space, do NOT double-double space between paragraphs. The paper should include a cover page with the company name, student name and class/section information. Include a works cited page at the end of the document.

LENGTH Requirement: This paper should be 5-6 pages long – NOT including the cover page and works cited page.

Pick a company that you are interested in. You will analyze this companies internal and external customer service practices using primary data (interviews, personal shopper experiences, etc.) and secondary data (Internet sources, company website, books, reports, new articles, industry information).

If you want suggestions on some companies with great customer service reputations, these are few: Nordstrom, Zappos, Southwest Airlines, Starbucks, Disney, Ritz Carlton, GE, Chik-fil-a, Amazon, Lexus, Apple.

1. Company Overview/History: Begin the paper with a detailed description of the company, it’s history, locations, and products and services offered. This information is usually available from the company website and other Online sources. Document these sources.

2. Internal Customer Service: Next, analyze the internal customer service practices. What is the culture like at the company you chose? What information is available about recruiting and retention of employees? What can you find on how people feel about work there and with each other? Does the company have an EAP?  Interviews with employees or hiring websites such as Glassdoor can provide this type of information.

3. External & Customer Relationship Management: Examine the company’s Customer Relationship Management Practices. This section may need to be completed through primary data sources such as interviews with company employees. The mystery shopper experience may also contribute to this section.

• A. Operations - Examine the company’s sales and service activities. How do they handle sales, advertising, complaints and service requests?
• B. Culture. What approach(s) are evident in the company’s service culture to the external customer? Relational or Collaborative. How does the company interact with external customers (what channels)?
• C. Technology. Does the company use technology in their customer service practices? For example AVR system, website, internet. Does this differ for B2B customers, consumers and internal employee customers, etc.)
• D. Analytical Data. How does the company analyze data for marketing, finance and service quality levels? How does the company acquire, retain and satisfy customers?
• E. Loyalty Program. Does the company have customer loyalty program? If so, what is it and how successful is it at promoting customer loyalty.

4. Conclusion: Conclude the paper with a summary and your findings and analysis of the company.

 

 

 

 

 

Research Paper Project Rubric

 

 

 

Customer Service Case Study
Criteria	Ratings	Pts
This criterion is linked to a Learning Outcome Company History	25.0 pts Excellent Contains a detailed description of the company, its history, locations, and products and services offered. 19.0 pts Meets Expectations Contains a detailed description of three of the required elements company description, it’s history, locations, and products and services offered. Or, lacks detail. 13.0 pts Partially Meets Contains a detailed description of two of the required elements company description, it’s history, locations, and products and services offered. Or, lacks detail. 7.0 pts Below Standards Contains a detailed description of one of the required elements company description, it’s history, locations, and products and services offered. Or, lacks detail. 0.0 pts Does Not Meet No submission or required elements are missing or significantly lack detail.	25.0 pts
This criterion is linked to a Learning Outcome Internal Customer Service	25.0 pts Excellent Fully analyzes the internal customer service practices, the culture, and the company's recruiting and retention of employees using primary and secondary data. 21.0 pts Meets Expectations Analysis of the internal customer service practices, the culture, and the company's recruiting and retention of employees using primary and secondary data lacks some detail. 17.0 pts Partially Meets Lacks analysis of two factors of the internal customer service practices, the culture, and the company's recruiting and retention of employees using primary and secondary data. Or, lacks appropriate detail and thoroughness. 15 pts Analysis of one of the required elements thoroughly. Or, does not use both primary and secondary sources for data. 0.0 pts No Marks No submission or required elements are missing or significantly lack detail.	25.0 pts
This criterion is linked to a Learning Outcome External Customer Service & CRM	35 pts Excellent Covers all five areas thoroughly: operations culture, technology, analytical data, customer loyalty and CRM 30.0 pts Meets Expectations Covers four of the required areas thoroughly: operations culture, technology, analytical data, customer loyalty and CRM. Or lacks detail in one or more areas. 25.0 pts Satisfactory Covers three of the required areas thoroughly: operations culture, technology, analytical data, customer loyalty and CRM. Or lacks detail in one or more areas. 20.0 pts Needs Improvement Covers three of the required areas thoroughly: operations culture, technology, analytical data, customer loyalty and CRM. Or lacks detail in one or more areas. 15.0 pts Below Standards Covers twp of the required areas thoroughly: operations culture, technology, analytical data, customer loyalty and CRM. Or lacks detail in one or more areas. 0.0 pts No Marks No submission or required elements are missing or significantly lack detail.	35.0 pts
This criterion is linked to a Learning Outcome Grammar & Mechanics	10.0 pts Excellent Uses proper grammar, spelling and punctuation throughout the paper. Uses APA style appropriately for citations in text and in work cited page. 8.0 pts Meets Expectations Contains some minor grammar, spelling and punctuation but does not detract significantly from the paper's content. Uses APA style appropriately most of the paper for citations in text and in work cited page. 7.0 pts Partially Meets Contains some grammar, spelling and punctuation that do not detract significantly from the paper's content. Or does not use APA style appropriately most of the paper for citations in text and in work cited page. 6.0 pts Does Not Meet Contains many grammar, spelling and punctuation that detract significantly from the paper's content. Also does not use APA style appropriately most of the paper for citations in text and in work cited page. 0.0 pts No Marks No submission or significant and numerous grammatical and mechanic errors exist and detract substantially from the readability of the paper.	10.0 pts

 

 

 

 

 

 DISCUSSION FORUM REQUIREMENTS & RUBRIC  80 Points

 

By Sunday at 11:59 pm Central Time please post a 50-word minimum length "Initial Post" in response to the topic requirements on each forum during its scheduled week.

 

As this is a Discussion Forum and not a “Comment Forum” additional posts are required. Also, required for each forum are two (2) 25-word minimum length “Reply Posts” to at least two different classmates.

 

Forums are scholarly dialogs, so while sharing what you think and not just what published authors wrote is encouraged, only stating opinion isn't acceptable. The key textbook concepts must be used when completing discussion forum posts.

• Instead, thoughtfully integrate relevant Textbook concepts and theories or research you read about this week and strive to make connections between that academic content and your own observations and experiences.
• Formal citations are not required in the discussion forums.
  Your responses to the postings of other students should be relevant and substantive. It must contribute significantly to the discussion.
• Reply posts containing just a few sentences or statements of agreement or disagreement only or that stray away from the topic, congratulating classmates for a “good job”, or repeat what another classmate has already said in his or her posts does not demonstrate substantive discussion.   
• Please be certain to post the name of the person you are responding to in each post you make; this is essential for tracking who said what to whom.

NETIQUETTE

Online courses promote the advance of knowledge through positive and constructive debate--both inside and outside the classroom. Discussions on the Internet, however, can occasionally degenerate into needless insults and “flaming.” Such activity and the loss of good manners are not acceptable in a college setting--basic academic rules of good behavior and proper “Netiquette” must persist. Remember that you are in a place for the fun and excitement of learning that does not include descent to personal attacks, or student attempts to stifle the discussion of others. 

 

	Excellent	Satisfactory	Needs Improvement	Unsatisfactory	Points Awarded
Initial Post Content 2 Points   MUST be made before Midnight on Wednesday to receive credit.	Comments are thorough, well written, and insightful. Ideas are well organized. Student’s mastery of content is demonstrated through critical analysis of the material and comments are grounded in scholarly research or textbook concepts and theories. Posting demonstrates in-depth understanding of the topics.  2 Points	Comments are well written and complete. Ideas are mostly well organized. Student demonstrates analysis of the material and makes some integration of research or textbook concepts and theories. Posting demonstrates an understanding of the topics. 1 Point	Comments lacks critical analysis and depth. Student demonstrates a basic understanding of the topics, but does not support that understanding with relevant research or textbook concepts and theories. 0 Points	Posting does not meet the requirements for the assignment and demonstrates little understanding of the material. 0 Points
Peer Responses and Replies Content 2 Points	Student posts at least four, well-developed, substantive posts to classmates that demonstrate in-depth analysis and critical thinking. 2 Points	Student posts at least three posts which are well-developed, substantive, and demonstrate in-depth analysis and critical thinking. 1 Point	Student posts at least two post to peers which somewhat contributes to the discussion; however, post does not demonstrate in-depth analysis or critical thinking. 0 Points	Student does not post to peers and/or posts do not add to the discussion.   0 Points
Utilizes Correct Grammar, Mechanics, Spelling and Sentence Structure 1 point possible	Postings are professional and generally free of errors in mechanics, spelling, usage and sentence structure.   1 Point	Postings are professional but may contain minor errors in mechanics, spelling, usage and sentence structure.   .5 Points	Posting is adequate but contains some errors in mechanics, spelling, usage and sentence structure that somewhat interfere with understanding. 0 Points	Posting has numerous errors in mechanics, usage, spelling and sentence structure. Errors interfere with readability. (No Points)
Total points earned					5

 

 

Customer Service Scenarios   120 Points

There will be four customer service scenarios where students will research and answer a series of questions for each.

 

Grading Rubric

Readings and Research                                                Up to 10 Points

Grammar / Writing /Spelling                                       Up to 5 Points

Discussion and Answers                                            Up to 10 Points

Solutions                                                                     Up to 5 Points

                                                                                    30 Possible Points

 

 

           

 

Executive Summary Book    30 Points

Students will read the executive summary, and watch the Ted talk over the book

Extreme Ownership.  Then answer a series of questions in a paper.

 

Rubric

Depth and Purpose/ Knowledge of Reading                           Up to 10 Points

Grammar/Spelling                                                                   Up to 5 Points

Answered the questions thoroughly                                       Up to 10 Points

Opinion and Conclusion                                                         Up to 5 Points

                                                                                                Total Possible Points 30

 

 

Chapter Quizzes

There will be a series of chapter quizzes each from the online book, and are graded automatically through the online book system.

 

                                                                                                80 Points Possible