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: Summer1 2026

Semester start and end dates: June 1, 2026 – July 1, 2026

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 B&N Lion Bundle Program)

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.

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.

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. This includes but is not limited to WORD Copilot assistance, Google Doc AI assistance, Grammarly, Grammarly Plus, CoPilot, ChaptGPT, Scribrand Claude, etc.

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).

Attendance in this course is taken through assignment completion. If a student does not complete assignments for two weeks or attends less than 75% of the class session, the instructor may withdraw them for non-attendance. This may affect financial aid eligibility.

There are two mandatory instructor meetings in this class which require attendance and are a significant percentage of the final grade.

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 22, 2026

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.

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