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MRKG 1301 0381 Customer Relations
NORTH CENTRAL TEXAS COLLEGE
COURSE SYLLABUS
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Course Title:
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Customer Relations
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Course Prefix & Number:
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MRKG1301
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Section Number:
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0381
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Semester/Year:
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FA 21
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Semester Credit Hours:
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3
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Lecture Hours:
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48
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Lab Hours:
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0
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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.
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Course Prerequisite(s):
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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-nctc-stewart-fall-2021-mrkg (Links to an external site.)
The Book has an access code associated with this class only. It is included in your tuition.
Aspire to be Hired Information: Mandatory Class Participation
ASPIRE to be HIRED! Assignments & Requirements.
This course is part of the Aspire to be Hired! program. The goal of this program is to intentionally and thoroughly prepare students for career obtainment and success thorough instruction and application of specific Employability Skills in a directed and intentional way so that students are better equipped to succeed in the work place. There is significant research that identifies vast “skills gaps”, as well as "awareness gaps" and "articulation gaps" of job seekers in regards to career preparedness. NCTC desires to equip students, through intentional instruction and targeted support services, with professional employability skills that will give them an edge in the job market.
The Aspire to be Hired! program provides students increased marketability and preparedness through building awareness of the importance and impact of employability skills, improved ability to articulate these skill sets, and opportunities to apply the professional skills and knowledge. The overall goal is to remove barriers and reduce the skills gap for long-term student success.
As part of this course, students will be required to submit at least one (1) Aspire to be Hired! assignment related to the following identified employability skills:
- Ethical Decision Making
- Teamwork/Collaboration
- Professional Spoken and Written Communication
- Problem Solving
Students enrolled in this course are also required to:
- complete a student survey.
- The survey is due no later than the 10th class day
- Face-to-Face sections will provide class time for students to complete the short survey, 15 minutes should be sufficient.
- Meet with a Career Coach who will provide personalized supporting career development training to [Program] students
- The Career Coach for the [Program Name] is [Career Coach Name and email: Shannon Solomon (ssolomon@nctc.edu ), Jerrelyn Gaines (jgaines@nctc.edu, Desiree Drattlo (ddrattlo@nctc.edu, Daphne Riddle, (driddle@nctc.edu)].
This module will meet the following QEP Program Outcomes:
- Intentional Instruction OF Ethical Decision Making
- Email course Syllabus to driddle@nctc.edu
- Syllabus will show the incorporation of the Aspire to be Hired Employability Skills being taught
- Awareness of Ethical Decision Making
- During this course instructors will need to explain to students the importance industry places on the development and display of professional employability skills in the attainment and progression of the student’s career. This needs to include:
- Why ethical decision making is important
- How they may use it on the job
- Benefits of ethical decision making to employer and student
- Articulation of Ethical Decision Making
- During this course instructors need to develop a student’s ability to describe or discuss their ethical decision making abilities
- Students need to be able to discuss the following:
- How might an employer ask you about your Ethical Decision Making abilities?
- Explain one situation where you used ethical decision making effectively.
- How does Ethical Decision Making impact the workplace, employers and employees?
- Application of Ethical Decision Making
- Provide an opportunity for the student to apply ethical decision making to a professional scenario
- Create a discussion in classroom or online to discuss steps taken in application of ethical decision making
SLO: Student will apply ethical decision-making skills to connect choices, actions, and consequences to their chosen career.
Utilize this rubric found in the Rubric Section of this course:
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INSTRUCTOR INFORMATION
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Name of Instructor:
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Karen Stewart
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Campus/Office Location:
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COR320
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Telephone Number:
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940-498-6261
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E-mail Address:
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kstewart@nctc.edu (preferred)
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OFFICE HOURS
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Monday
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Tuesday
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Wednesday
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Thursday
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Friday
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Appt
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Zoom 5-7:00
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Appt
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Zoom 5-7:00
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9:00-12:00 am
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9:00-12:00 am
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STUDENT LEARNING OUTCOMES (From Academic Course Guide Manual/Workforce Education Course Manual/NCTC Catalog
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At the successful completion of this course the student will be able to:
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Examine internal and external customer relationship management (CRM) strategies.
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GRADING CRITERIA
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# of Graded Course Elements
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Graded Course Elements
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Points Values
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1
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Final Exam
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110 Points
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10
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Chapter Quizzes x 10 Chapters
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100 Points
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4
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Customer Service Scenarios x 5 x 10 Points
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50 Points
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1
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Research Paper
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100 Points
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8
1
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Weekly Class Discussions 5 x 8 Points Each
Aspire to be hired Paper
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40 Points
100 Points
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Class is Worth 500 Points Total
Grades for the Class are based on the Following:
Points System:
500-450=A 449-399=B 398-348=C 347-297=D 296-Below ="F"
COURSE SUBJECT OUTLINE (Major Assignments, Due Dates, and Grading Criteria)
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The Customer Service Profession
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Contributing to the Service Culture
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Verbal Communication Skills
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Nonverbal Communication Skills
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Listening to the Customer
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Customer Service and Behavior
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Service Breakdowns and Service Recovery
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Customer Service in a Diverse World
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Customer Service via Technology
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Encouraging Customer Loyalty
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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 __November 1
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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.
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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
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Name of Chair/Coordinator:
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Cheryl Furdge, Ph. D.
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Office Location:
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Rm 234 COR
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Telephone Number:
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940-498-6238
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E-mail Address:
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cfurdge@nctc.edu
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Name of Instructional Dean:
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Debbie Huffman
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Office Location:
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Gainesville
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Telephone Number:
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940-668-3357
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E-mail Address:
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dhuffman@nctc.edu
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The Instructor Reserves the Right to Amend the Syllabus as neededThe Instructor Reserves the Right to Amend the Syllabus as needed