NORTH CENTRAL TEXAS COLLEGE COURSE SYLLABUS

 

Course Title:	Customer Relations
Course Prefix & Number:		MRKG1301	Section Number:	0310	Semester/Year:	FA 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):
Required or Recommended Course Materials: Customer Service: Skills for Success, 7th Robert Lucas, McGraw Hill Link to Text Book: https://connect.mheducation.com/class/k-stewart-mrkg-1301-0340 (Links to an external site.)

 

INSTRUCTOR INFORMATION

Name of Instructor:	Karen Stewart
Campus/Office Location:	COR320
Telephone Number:	940-498-6261
E-mail Address:	kstewart@nctc.edu  (preferred)

 

OFFICE HOURS

Monday	Tuesday	Wednesday	Thursday	Friday
Appt	Zoom 5-7:00	Appt	Zoom 5-7:00
12:30-2 pm		12:30-2 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	Points Values
2	Exams 2 at 100 Each	200 Points
6	Chapter Quizzes	60 Points
4	Customer Service Scenarios x 25 each	100  Points
1	Research Paper	100 Points
14	Weekly Class Discussions 10 Points Each	140 Points

Class is Worth 600 Points Total

 

Grades for the Class are based on the Following:

Points System:  

600-550=A        549-499=B           498-449=C             448-398=D   397-Below ="F"

COURSE SUBJECT OUTLINE (Major Assignments, Due Dates, and Grading Criteria)

The Customer Service Profession

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Listening to the Customer

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service via Technology

Encouraging Customer Loyalty

 

 

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 __March 10___.

Student Responsibility - It is your responsibility to keep up with your grades through CANVAS.  Know where your grade stands at all times in the class.

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)

 

o            Critical Thinking

o           Communication

o           Empirical and Quantitative

 

o           Teamwork

o           Personal Responsibility

o           Social Responsibility

 

COURSE TYPE

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

o        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)]”. 

 

QUESTIONS, CONCERNS, or COMPLAINTS

Name of Chair/Coordinator:	Cheryl Furdge, Ph. D.
Office Location:	Rm 234 COR
Telephone Number:	940-498-6238
E-mail Address:	cfurdge@nctc.edu
Name of Instructional Dean:	Debbie Huffman
Office Location:	Gainesville
Telephone Number:	940-668-3357
E-mail Address:	dhuffman@nctc.edu

The Instructor Reserves the Right to Amend the Syllabus as neededThe Instructor Reserves the Right to Amend the Syllabus as needed

Week 1 January 19th

Canvas/Connect Intro 

Discussion-  Customer Service Profession   10 Points

 Due by Sunday Jan 24th

 

Week 2 Jan 25th

Chapter 1 – The Customer Service Profession Discussion-Customer Service Profession

Due By Sunday Jan 31

 

Week 3   Feb 1

Chapter 2- Service Culture

Chapter 2 Quiz Online  

Discussion- Service Culture Due Sunday Feb 7 

 

Week 4  Feb 8

Chapter 3-Verbal Communication

Customer Service Scenario #1

Discussion- Customers are always correct

Due- Sunday Feb 14

 

Week 5 Feb 15

Chapter 4- Non-Verbal Communication

Chapter 4 Quiz

Discussion- Communication  Due Sunday Feb 21

 

Week 6 Feb 22

Chapter 5- Listen to Customer

Chapter 5 – Quiz  Discussion- What did they say?

 Due- Sunday Feb 28

 

Week 7  March 1

Chapter 6- Service & Behavior

Discussion- Customer Service and Behavioral Trends

Chapter 6 Quiz  Due  Sunday March 7

 

Week 8  March 8

Chapter 7-Service Breakdowns and Recovery

Discussion- What broke down?  Due Sunday March 14

 

Week 9  March 22

Chapter 8 – Customer Service in a Diverse World

Research Project  

Discussion- Diverse Customers  Due Sunday March28

 

Week 10  March 29

Chapter 9-  Customer Service Via Technology

Chapter 9- Quiz

Discussion- Technology   Due April 4

 

Week 11  April 5

Customer Service Scenario #2

Discussion- Difficult Customers

Due Sunday April 11

 

Week 12  April 12

Chapter 10- Encourage Customer Loyalty  

Discussion- Loyal to Business

Chapter 10- Quiz  Due April 18

 

Week 13  April 19

Customer Service Scenario #3  

Discussion- Employee Relationships with customers

 Due April 25

 

Week 14  April 26 

Discussion- Personal Customer Service Experience

Due May 2 

 

Week 15  May 3

Review for Final Exam Customer

Service Scenario #4

Discussion- Your Knowledge 

Due Sunday May 9 

 

Week 16  May 10                Final Exam Week

 

COVID-19 Specific Syllabi Statements Fall 2020

 

Syllabi statement regarding potential Conversion of Onsite Classes to Online/Remote Format: North Central Texas College students should be aware that in the event of a college closure due to COVID-19, onsite classes will be converted to an online/remote format. Students should plan ahead to ensure they have access to the computer equipment (either PC, MAC, or tablet), webcam, and internet connectivity to continue their classes in an online/remote format. Please read all your official North Central Texas College student emails as the transition from onsite to online/remote might require a reorganization in your personal situation. Students will be granted a 72-hour transition and grace period. Online classes will continue as scheduled without disruption. Wear a mask, stay safe, and contact your Instructor as the situation arises. These policies and procedures were updated on July 30, 2020 and are subject to change.

 

Syllabi Statement Regarding Face Coverings: Per the North Central Texas College guidance on face coverings on campus, in the instructional setting, faculty and students must wear face coverings, such as masks or face shields. Students without coverings, or those who do not comply with the rules relating to face coverings, will not be able to participate in on-campus classroom activities. To request an exception to this requirement, students should contact the NCTC HR Office of Enrollment Management (ccove@nctc.edu). Failure to comply with the face coverings requirement may result in the Instructor directing the student to leave the classroom. Any student asked to leave the classroom may be referred to the student conduct officer. These policies and procedures were updated on July 30, 2020 and are subject to change.

 

Temporary COVID-19 Attendance Policy for Face-to-Face Meetings: We are facing an unprecedented situation in which all of us must be flexible and make prudent decisions in the best interest of our families, our campus, and our community. In light of this, North Central Texas College is temporarily establishing the requirement that faculty keep records of student attendance for face-to-face course meetings as well as a documented seating chart. In addition, students who are sick or need to quarantine should not attend classes. Students will not be required to provide formal documentation from a health care provider and will not be penalized for COVID-19 related absences when proper notification to campus health officials is made in accordance with the guidelines stated below.

 

Faculty will:

 

• Notify students about important course information and delivery changes through Canvas and campus email.

 

Students should:

Provide notification to campus officials (via NCTC Daily Health Check protocol through Canvas) if they have tested positive for COVID-19 or have to quarantine