NORTH CENTRAL TEXAS COLLEGE

COURSE SYLLABUS

COURSE AND INSTRUCTOR INFORMATION

Course title: Customer Relationship Management

Course prefix, number, and section number: MRKG 1301 310

Semester/Year of course: Spring1 2022

Semester start and end dates: June 9, 2025 – July 10, 2025

Modality (Face to face/Synchronous or Asynchronous online/Hybrid): Online

Class meeting location, days, and times: Online

Lab meeting location, days, and times: None

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 clear and professional manner and conflict resolution.

Course prerequisites: None

Required course materials: (Included with Tuition)

Customer Service Kills for Success,

8^th 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.

Name of instructor: Teresa Laman

Office location: Corinth Suite 170, Office 172

Telephone number: 940-498-6263 Office

E-mail address: tlaman@nctc.edu; Preferred: Canvas Course email.

Office hours for students: Online Tuesday & Thursday 6-7 pm and by appointment.

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:

10  CONNECT Chapter Quiz                35%

10  Smart Book Readings                    10%

3    Discussions                                   10%

1    Final Project                                  25%

1    Aspire to be Hired                         10%

1    Final Exam                                     10%

Final grade scale: 

A = 90-100%
B = 80 – 89%

C = 70 – 79%
D = 60 – 69%
F = 0-59%

Late work policy:
There is extra credit available – do not ask for additional. Your grade will be based on the graded elements listed above. If you miss an assignment for a documented and approved medical reason or family emergency, you will be allowed 1 additional week to complete it without penalty.  All other late work is subject to a 1% grade reduction per day.

SEE CANVAS FOR THE COMPLETE COURSE CALENDAR, OUTLINE, DETAILED DESCRIPTION OF
GRADED WORK, AND OTHER RELATED MATERIAL.

COURSE POLICIES

Academic Integrity Policy:

1. Scholastic dishonesty shall include, but is not limited to cheating, plagiarism, academic falsification, intellectual property dishonesty, academic dishonesty facilitation and collusion.  Consequences for academic dishonesty may include:
2. The student will receive a failing grade of "O" on the assignment. If the assignment is within a group in which the lowest assignment is dropped, the assignment will not be able to count as a dropped score. It will count as part of the grade.
3. A "Scholastic Dishonesty Report Form" will be submitted regarding the incident
4. Student may be dropped from the course with a failing grade (letter grade of “F”) if there is a second infraction or the first infraction was deemed extremely serious.

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 for a documented and approved illness or family emergency. If a student is absent more than 2 classes/weeks, they may be dropped.  Attendance will be taken from participation in weekly Discussion Forums and assignment completion. If a student does not participate, they will be counted as absent.

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 June 30, 2025

Student Learning Outcomes:

At the successful completion of this course, you will be able to:

1. Examine internal and external customer relationship management (CRM) strategies

Core Objectives:

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.

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 and 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 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.

Artificial Intelligence Policy:

This course assumes that all work submitted by students will be generated by the students themselves, working individually or in groups. Students should not have another person/entity do the writing of any substantive portion of an assignment for them, which includes hiring a person or a company to write assignments and using artificial intelligence tools. No AI tools are permitted in the course including but not limited to ChatGPT and Grammarly Plus. Multiple AI detection tools will be used by the instructor.  If a student uses any AI tool and detectors find 20% or more of the content is AI generated. A score of ZERO will be entered for the assignment. The student will have 1 opportunity to revise the assignment to be completely their own original work. If multiple infractions occur, they could result in failing the course and expulsion from the college.

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