NORTH CENTRAL TEXAS COLLEGE
COURSE SYLLABUS
COURSE AND INSTRUCTOR INFORMATION
Course title: Customer Relationship Management
Course prefix, number, and section number: MRKG 1301 0490
Semester/Year of course: FA 24
Semester start and end dates: August 26, 2024 – October 19, 2024
Modality Hybrid
Class meeting location, days, and times: M 12:30 PM – 1:50 PM Corinth 315
Lab meeting location, days, and times:
Semester credit hours: 3
Course Description: 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 a clear and professional manner and conflict resolution.
Course prerequisites:
Required course materials: Customer Service Kills for Success, 8 th Edition Robert Lucas, McGraw Hill
Name of instructor: David Virgil
Office location: Corinth 201
Telephone number:
Email address: dvirgil@nctc.edu
Office hours for students: M W 9:30 AM – 10:30 AM Corinth 201
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 Project-Case Study (Learning Outcome) 20%
- 1 Aspire to be Hired Video & Paper 15%
- 10 Chapter Quizzes 35%
- 1 Final Exam 10%
- 6 Discussion Boards 15%
Final grade scale:
- A 90% - !00%
- B 80% - 89%
- C 70% - 79%
- D 60% - 69%
- F 0 – 59%
Late work policy: To be fair to all students, I do not accept late work except for documented reasons. I am not unreasonable and will review your request for extra time on an assignment. Do not wait until after the assignment is due to ask for extra time. You have 7 days to complete assignments. Please take advantage of the time you have. If you have a problem uploading an assignment and choose to email it to me, it must be time stamped before 11:00 p.m. on Sunday or whatever the due date is. All assignments are important so please do not discount them.
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)]”.
Artificial Intelligence Policy: The use of generative AI in this course is encouraged with certain tasks and with attribution. You can choose to use AI tools to help brainstorm assignments or projects or revise existing work you have written. When you submit your assignment, you must clearly attribute what text was generated by the AI tool.
Attendance Policy: Regular attendance is expected of all students in all classes for which they have registered. All absences are unauthorized unless the student is absent due to illness or emergencies as determined by the instructor. 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 the 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. A 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)
Students must participate in more than 75% of all classroom sessions to successfully complete this course. There are 32 class sessions in this semester. The final grade will be reduced 5% for more than 3 unexcused absences. Therefore, it is important that you notify your instructor when you are absent and provide a valid reason for missing class.
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: September 30, 2024
Student Learning Outcomes: Examine internal and external customer relationship management (CRM) strategies
COLLEGE POLICIES
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.
AI STATEMENT
Absent a clear statement from a course instructor, use of or consultation with generative Artificial Intelligence (AI) or other similar technologies shall be treated analogously to assistance from another person, agency, or entity. In particular, using generative AI tools to substantially complete an assignment or exam is not permitted. Students should acknowledge the use of generative AI (other than incidental use) and default to disclosing such assistance when in doubt.
When students use generative AI to replace the rigorous demands of personal engagement with their coursework, it runs counter to the educational mission of the college and undermines the heart of education itself. Artificial Intelligence, large language models, and other such technologies hold promise for deploying knowledge in service to others and accelerating the discovery of new knowledge. However, such technology poses new challenges to pedagogy and to integrity. Within the context of the teaching mission of the college and consistent with the Student Code of Conduct, the authority to define the appropriate use, study, and deployment of these technologies rests with the faculty.
Individual course instructors, in coordination with their divisions, set policies regulating the use of generative AI tools in their courses, including allowing or disallowing some or all uses of such tools. Course instructors will set such policies in their course syllabi and clearly communicate such policies to students. Students who are unsure of policies regarding generative AI tools are encouraged to ask their instructors for clarification.
STUDENT HANDBOOK
Students are expected to follow all rules and regulations found in the Student Handbook.
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: Teresa Laman, Division Chair
Office location: Corinth, Suite 170, Office 172
Telephone number: 940-498-6263
E-mail address: tlaman@nctc.edu
Name of Instructional Dean: Debbie Huffman
Office location: Gainesville 2106
Telephone number: 940-668-3357
E-mail address: dhuffman@nctc.edu