NORTH CENTRAL TEXAS COLLEGE
COURSE SYLLABUS
|
Course
Title:
|
Customer Relations
|
|
Course Prefix & Number:
|
MRKG1301
|
Section Number:
|
310
|
Semester/Year:
|
SU1/20
|
|
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
|
|
Required or Recommended Course Materials:
Customer Service Kills for Success, 7th Edition
Robert Lucas, McGraw Hill
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.CONNECT access code for Online REQUIRED
|
| |
|
|
|
|
|
|
INSTRUCTOR INFORMATION
|
Name of Instructor:
|
Teresa Laman
|
|
Campus/Office Location:
|
Corinth
|
|
Telephone Number:
|
940-367-3787
|
|
E-mail Address:
|
tlaman@nctc.edu
|
OFFICE HOURS
|
Monday
|
Tuesday
|
Wednesday
|
Thursday
|
Friday
|
|
6 – 7 am
|
6 – 7 am
|
6 – 7 am
|
6 – 7 am
|
6 – 7 am
|
|
5 – 6 pm
|
5 – 6 pm
|
5 – 6 pm
|
5 – 6 pm
|
5 – 6 pm
|
STUDENT LEARNING OUTCOMES (From Academic Course 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
|
# of Graded
Course Elements
|
Graded Course Elements
|
Percentage or Point Values
|
|
1
|
Final Exam Exam
|
15%
|
|
1
|
Final Project – Case Study (Learning Outcome)
|
25%
|
|
10
|
LearnSmart Assignments
|
15%
|
|
10
|
Chapter Quizzes
|
20%
|
|
5
|
Discussion Forums
|
25%
|
COURSE SUBJECT OUTLINE (Major Assignments, Due Dates, and Grading Criteria)
|
The Customer Service Professional
|
Overview
|
|
Contributing to the service culture
|
Defining and establishing a service culture including strategies
|
|
Verbal communication skill
|
Tow-way communication, positive/negative communication and strategies and feedback
|
|
Non-verbal communication
|
Definitions, gender, and culture
|
|
Listening to the customers
|
Defining listening, characteristics of good listeners and strategies for improvement
|
|
Customer Service & behavior
|
Behavioral styles and how to communicate with each other
|
|
Service breakdown and recovery
|
Defined, dealing with difficult customers and reasons for customer defection
|
|
Customer service & diversity
|
The role of diversity in customer service including values and communication
|
|
Customer service via technology
|
Role of technology, call centers, web based and mobile technologies
|
|
Encouraging customer loyalty
|
The role of trust and customer relationship management and enhancing customer satifacton
|
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 JUNE 30th, 2020.
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 selfadvocacy 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)________
- Communication
- Mathematics o Government/Political Science
- Life and Physical Science o Social and Behavioral Sciences
- Language, Philosophy & Culture o Component Area Option
- Creative Arts
- American History
REQUIRED CORE OBJECTIVES (For classes in the Core)
- Critical Thinking
- Communication
o Empirical and Quantitative
|
x Teamwork
- Personal Responsibility
- Social Responsibility
|
COURSE TYPE
- Academic General Education Course (from ACGM but not in NCTC Core)
- Academic NCTC Core Curriculum Course
x WECM 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:
- Zero on the Assignment & a warning. First Offense
- 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
|