NORTH CENTRAL TEXAS COLLEGE
COURSE SYLLABUS
COURSE AND INSTRUCTOR INFORMATION
Course title: MRKG Customer Relationship
Course prefix, number, and section number: 1301-0380
Semester/Year of course: Spring 2022
Semester start and end dates: Start of Semester January 18- End Date May 14, 2022
Modality (Face to face/Synchronous or Asynchronous online/Hybrid): Online
Class meeting location, days, and times: Complete Online Class
Lab meeting location, days, and times: Complete Online Class
Semester credit hours: 3 Hours
Course description: General principles of customer service including skills, knowledge, attitudes, and behaviors. Topics will include teamwork in an organization, internal and external customer relationship; communication in clear and professional manner and conflict resolution.
Course prerequisites: None
Required course materials: Customer Service: Skills for Success, 7th
Robert Lucas, McGraw Hill
Link to Text Book:
https://connect.mheducation.com/class/k-stewart-mrkg-1301-0380-spring-2022
Name of instructor: Karen Stewart
Office location: Online Virtual Hours
Telephone number: 940-498-6295
E-mail address: kstewart@nctc.edu
Office hours for students: Virtual Mon-Wed 11:00-1:00 Tues-Thurs 11:00-1:00
SYLLABUS CHANGE DISCLAIMER
The faculty member reserves the right to make changes to this published syllabus if it is in the best interest of the educational development of this class. Any such changes will be announced as soon as possible in person and/or writing.
SUMMARY OF COURSE ASSIGNMENTS
List of graded assignments:
|
1
|
Final Exam
|
110 Points
|
|
10
|
Chapter Quizzes x 10 Chapters
|
100 Points
|
|
4
|
Customer Service Scenarios x 5 x 10 Points
|
50 Points
|
|
1
|
Research Paper
|
100 Points
|
|
8
1
|
Weekly Class Discussions 5 x 8 Points Each
Aspire to be hired Paper
|
40 Points
100 Points
|
Including 20 Attendance Points added at the end of the semester
Class is Worth 500 Points Total
Final grade scale: Points System:
500-450=A 449-399=B 398-348=C 347-297=D 296-Below ="F"
Late work policy: Assignments will be deducted 10% for every day late.
SEE CANVAS FOR THE COMPLETE COURSE CALENDAR, OUTLINE, DETAILED DESCRIPTION OF GRADED WORK, AND OTHER RELATED MATERIAL.
COURSE POLICIES
Academic Integrity Policy: 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)]”.
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)
A 20 point attendance grade will be given for the following: Based on Time spent in Canvas
16-20 Hours = 20 Points
11-15 Hours = 15 Points
6-10 Hours = 10 Points
1-5 Hours = 5 Points
Withdrawal Policy
A student may withdraw from a course on or after the official date of record. It is the student’s responsibility to initiate and complete a Withdrawal Request Form.
Last day to withdraw from the course with a “W” is: April 4, 2022
Student Learning Outcomes:
|
At the successful completion of this course the student will be able to:
|
|
|
Examine internal and external customer relationship management (CRM) strategies.
The capstone for the Business Management Certificate is the POFT 1220 – Job Search Skills.
The capstone requirement for the Business Management AAS Degree is BUSG 2380 – Cooperative Education General Business. It should be taken the last semester before graduation. This course may not be substituted.
|
Core Objectives:
o Critical Thinking
o Communication
o Empirical and Quantitative
o Teamwork
o Personal Responsibility
o Social Responsibility
|
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
|
COLLEGE POLICIES
STUDENT HANDBOOK
Students are expected to follow all rules and regulations found in the Student Handbook.
ADA STATEMENT
NCTC will adhere to all applicable federal, state and local laws, regulations and guidelines with respect to providing reasonable accommodations to afford equal educational opportunity. It is the student’s responsibility to contact the Office for Students with Disabilities to arrange appropriate accommodations. See the OSD Syllabus Addendum.
STUDENT SERVICES
NCTC provides a multitude of services and resources to support students. See the Student Services Syllabus Addendum for a listing of those departments and links to their sites.
QUESTIONS, CONCERNS, or COMPLAINTS
The student should contact the instructor to deal with any questions, concerns, or complaints specific to the class. If the student and faculty are not able to resolve the issue, the student may contact the chair or coordinator of the division. If the student remains unsatisfied, the student may proceed to contact the instructional dean.
Name of Chair/Coordinator: Cherly Furdge
Office location: Corinth 234
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