MRKG 1301 Customer Relationship Management COURSE SYLLABUS

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1 MRKG 1301 Customer Relationship Management COURSE SYLLABUS COURSE NUMBER AND TITLE: MRKG 1301 Customer Relationship Management (Online Lecture Class) COURSE (CATALOG) DESCRIPTION: Study of general principles of customer service including skills, knowledge, attitudes, and behaviors. INSTRUCTOR INFORMATION: Instructor: Delia B. Leal, M.Ed. Campus Office: Building C, #107 Office Phone: (956) I will respond to s within hours Virtual Office Hours for Summer 2013: Monday and Wednesday 10 to 11 a.m. Tuesday and Thursday 3 to 5 p.m. Sunday 6 to 7 p.m. MAJOR COURSE REQUIREMENTS: This course has been divided into three units. In each unit you will be given a lecture/demonstration along with a PowerPoint presentation. Each chapter contains group and individual assignments focusing on the various aspects of customer service. Students will be expected to be able to work in groups to complete many of their assignments which will be discussed in class forums. Groups will be assigned by the instructor for each individual assignment necessitating groups. There will be a quiz for each chapter. After each unit there will be a knowledge exam. Each exam is based on the information discussed during the lecture, the reading assignments and the class assignments. Unit 1 Customer Service Environment Chapter 1 What is Customer Service? Chapter 2 The Global Customer Chapter 3 Exceptional Customer Service Chapter 4 Customer Service Strategy Unit 2 Customer Service and Essential Personal Skills Chapter 5 Critical Workplace Skills Chapter 6 Problem Solving Chapter 7 Extreme Customers and Customer Retention Chapter 8 Managing Customer Service

2 Unit 3 -- Communication Skills for Customer Service COURSE DELIVERY Chapter 9 Communication Essentials Chapter 10 Customer Focused Listening Chapter 11 Nonverbal Communication, Dress, and Manners Chapter 12 Telephone and Digital Communication Delivery of this course will be completely online using TSTC Moodle ( If you have difficulty accessing the Moodle Website, please contact the TSTC Help Desk at (956) as soon as the semester begins or sooner if possible. STRUCTURE OF THE COURSE The lecture portion of this class is divided into units that contain individual chapters. Each chapter is subdivided into sections for Course Materials (contains presentations and handout information), Assignments (contains copies of assigned work and discussion questions), Quizzes and Tests (contains quizzes and tests), and Upload Links (contains individual links for assignments). To facilitate identification of current chapter being worked on in Moodle, the chapter will be highlighted with green bars on the sides. Each chapter will require that you complete various assignments. Four chapters make up a unit. At the end of the each unit, there will be a proctored exam based on the material covered. In order to be successful in this course, you will need to do the following: 1. Do not fall behind. Since online classes are so flexible, it is very easy to get behind in your work. Log in regularly. Don t leave all your assignments until the day they are due. Use the assignment sheet provided for each chapter to track your completion progress. Assignments that are not graded still need to be done. Their completion is necessary for other graded assignments. 2. Be self motivated. In an online class, you do not have certain times every week to meet. This is one of the advantages of an online class, and also one of the reasons that you must be self-motivated in order to be successful in this course. 3. Be active on the Moodle site. This includes participating in discussions when assigned and responding to posts by other students. If you do not log onto the course on TSTC Moodle and participate in the introductory activities during the first week of class, you will be considered a NO SHOW for the course. 4. Check due dates. Submit all your assignments on time. Check Moodle and your weekly assignment sheet for submission dates. 5. Contact your instructor. Since there is no face-to-face contact, ensure that you e- mail me via Moodle with your questions and concerns. I will respond to you within hours of receiving your message. ASSIGNMENTS AND DUE DATES

3 All assignments are due on the dates specified. Deadlines are there for a reason, and any assignments which are not turned in by the deadline will receive a grade of zero (0). Online quizzes and exams will deactivate if they are not completed by the appropriate deadline. To give you ample time to complete assignments, most assignments will be due at 11:55 p.m. on Sundays. All assignments are to be done using Microsoft Word or Rich Text Format. Ensure that your documents contain either a.doc, a.docx or a.rtf file extension. This identifies them as having be done using Word or Rich Text Format. If a document is mistakenly turned in using another format, only the first time will be excused without penalty. Subsequent assignments submitted in incorrect formats will receive a grade of zero (0). All assignments must be submitted through Moodle. All assigned work will have a corresponding upload link in Moodle. Ensure that your work and the link match before you upload. If you encounter problems uploading any assignment due to Moodle being down, you may me your assignment(s). This is only for emergency situations. Assignments submitted after the upload links are closed will not be considered as emergency situations! Discussion question requirements. All discussion posts must be at least 50 words in length and contribute to the discussion topic. Students may use sources other than the class textbook to add to the discussion. In addition to posting a response to the instructor s question, students must also respond to 2 other students to receive full credit. Please review the Discussion Question Rubric provided in the General Course Information section of the course. LEARNING OUTCOMES: Student Learning Objectives for Critical Thinking A. Demonstrate the ability to identify the essential question, issue, and/or problem. B. Demonstrate the ability to gather data relevant to the essential question, issue, and/or problem. C. Demonstrate the ability to interpret appropriate data effectively. D. Demonstrate the ability to develop informed conclusions/solutions. E. Demonstrate the ability to communicate any or all parts of the above process in written or oral form. Student Learning Objectives Upon completion of this course, students will be able to: A. The student will evaluate appropriate internal and external customer relationship management strategies in addressing a variety of customer service issues. B. Students will demonstrate the ability of integrating short, intermediate, and long term goals in the development of customer relationship management plans using a variety of customer service techniques.

4 SCANS COMPETENCIES: Competency Number 2A 3A 3D 7A 7C Competency Statement Participates as a Team Member Acquires and Evaluates Information Uses Computers to Process Information Creative Thinking Problem Solving Instructional/Evaluation Methodology Throughout the semester the student will participate as a team member to discuss, analyze, and present results for various customer service issues and problems. During the semester the student will participate in assignments that will require acquisition and analysis of customer service management processes and principles. During the semester the student will use a computer and a variety of Office 2010 programs to complete a variety of assignments. During the semester the student will use creative thinking to address and manage customer needs effectively and to establish customer service procedures in a variety of classroom assignments. During the semester the student will apply problem solving skills to find solutions to common customer service issues.

5 MAJOR COURSE LECTURE, TOPICS DESCRIPTION/REQUIRED/RECOMMENDED READINGS/ELECTRONIC RESOURCES TO VIEW: Tentative Schedule (Subject to change by your instructor) Week Topic/Lecture/Event Required/Recommended Readings/Electronic Resources to View 1 Course Orientation Introduction to Moodle Chapter 1- What is Customer Service Moodle Orientation on mycourses.tstc.edu Course Orientation on mycourses.tstc.edu Chapter 1 2 Chapter 2 - The Global Customer Chapter 2 3 Chapter 3 - Exceptional Customer Service Chapter 3 4 Chapter 4 - Customer Service Strategy Unit 1 Test Chapter 4 5 Chapter 5 - Critical Workplace Skills Chapter 5 6 Chapter 6 - Problem Solving Chapter 6 7 Chapter 7 - Extreme Customers and Customer Retention Chapter 7 8 Chapter 8 - Managing Customer Service Unit 2 Test Chapter 8 9 Chapter 9 -Communication Essentials Chapter 9 10 Chapter 10 - Customer-Focused Listening Chapter Nonverbal Communication, Dress and Manners Telephone and Digital Communication Unit 3 Test 12 Final Summary Due Chapter 11 Chapter 12 REQUIRED TEXT AND MATERIALS: The World of Customer Service, 2010, 3 rd Edition South-Western Cengage Learning, by Pattie Gibson. ISBN 13: Materials One (1) USB Storage Device (minimum 512 MB capacity)

6 GRADING CRITERIA: GRADING SCALE: Quizzes... 20% A Assignments... 20% B Discussions... 10% C Group Projects... 15% D Exams... 35% 0-59 F Grades will be determined by completing assignments, quizzes, and exams by the deadlines and by actively participating in class. Chapter Quizzes are in exam format, but are not proctored. The unit Tests must be proctored and are password protected. You must schedule these with the TSTC Testing Services Center located at the Consolidated Student Services Center Building EK, Room Proctored exams are taken on campus at the Testing Center. The following is the procedure students will need to follow when scheduling proctored exams: 1. Register for exam time slots at: (Walkins WILL NOT be allowed) 2. Provide a valid TSTC student ID card prior to taking the proctored exam 3. Read and sign the Online Learning Student Proctored Exam Agreement 4. Adhere to the Scholastic Honesty Policy outlined in the TSTC Harlingen Student Handbook Days/times for testing have changed. Students will register for these slots by going to the link (also provided in step 1 above). Regular TSTC Proctored Testing Time Slots: Monday and Tuesday: 9:30 a.m., 11:30 a.m., 1:30 p.m., & 3:30 p.m. Thursday: 9:30 a.m., 11:30 a.m., 1:30 p.m., 3:30 p.m., & 5:30 p.m. Saturday: 9 a.m. **MIDTERMS & FINALS SCHEDULE ONLY** Monday - Wednesday: 9:30 a.m., 11:30 a.m., 1:30 p.m., 3:30 p.m., & 5:30 p.m. Friday: 9:30 a.m., 11:30 a.m., 1:30 p.m., & 3:30 p.m. Saturday: 9 a.m. & 12 p.m. For more information regarding the required steps for registering, please see the video at: Chapter Quizzes and Unit Theory Exams must be taken within the week they are released (see course schedule and weekly assignment sheets for availability). A missed quiz or missed exam cannot be made up.

7 You are expected to participate in this course by interacting with your instructor as well as other students in the class. You level of participation in the course will be part of your overall grade. Assigned discussions will be graded according to your level of participation in them. ACCOMMODATION STATEMENT: If you have a documented disability which will make it difficult for you to carry out classwork as outlined and/or if you need special accommodations due to a disability, please contact (956) or visit the Support Services Office in the Consolidated Student Services Center as soon as possible to make appropriate arrangements. CLASS POLICIES: Academic Dishonesty All work that you submit for this course must be your own and no one else s unless it is a form of group work. Copying anything is considered plagiarism. Even copying something from another student or from your textbook is plagiarism. All forms of scholastic dishonesty described in the TSTC handbook are forbidden in this course. For more information, please see the student handbook at Students found engaging in forms of dishonesty may receive a zero (0) on the work, an F in the course, and/or be reported to the College. Copyright Statement The materials used in the course [textbooks, handouts, media files (podcast, MP3, Videos, RSS (Feeds), and all instructional resources on the colleges Learning Management System (Moodle)] are intended for use only by students registered and enrolled in this course and are only to be used for instructional use, activities associated with, and for the duration of the course. All materials generated for this course, which includes but are not limited to syllabi, quizzes, exams, lab problems, in-class materials, review sheets, and any additional materials. These materials may not be retained in another medium or disseminated further. They are provided in compliance with the provisions of the Teach Act. These materials may not be reproduced, displayed, modified or distributed without the express prior written permission of the copyright holder or TSTC. For further information contact your instructor. Communication (MyMail System) All communication though needs to be conducted within Moodle. If for some reason you cannot access Moodle , you must use your TSTC MyMail address. The use of your MyMail TSTC College Student account will be the only way to receive official notices from the College. When communicating with instructors and/or employees of the college, you are required to use your TSTC MyMail student

8 address. If you choose to forward your to another account, please be advised that you must respond from the MyMail account. TSTC Harlingen faculty, staff, and students are asked to report all threats, perceived or real, immediately to College Police located in the Auxiliary Building. If the threat is imminent, the College Police emergency phone line at or should be called. College Police will then coordinate the proper response in accordance with State and federal laws and TSTC System/College rules and regulations. Office Hours (Virtual and Face-to-Face) and I will have virtual office hours on the TSTC Moodle course Web site for one hour every weekday (hours to be announced later). I will also be available virtually for one hour on Sunday evenings (hour to be announced later). During these times, I will be able to answer messages immediately through the TSTC Moodle site. Any sent at other times will be answered as soon as possible but normally within a 24-hour period. I will always try to respond to any within 24 hours during the week. Weekend responses will be limited to my office hour on Sunday night. If you do not believe that you have grasped a concept completely, please contact me and ask for help. If my office hours will not work for you, contact me and we can set up a meeting at a time more convenient for you. Critical Thinking You will have to think critically in this course. This may sound like an imposing concept, but you actually think critically every day without realizing it. Thinking critically will allow you to understand how the information you learn in this class applies to your life and business career. Netiquette This refers to network etiquette. Since we will not see each other, it is important to remember that we are all human beings and should be treated with respect. The following are general rules of netiquette, some of which were excerpted from the book Netiquette by Virginia Shea. These are rules that you should always abide by in this course. 1. Remember that even though you are speaking to someone online he/she is a human being. Think about how and what you are saying to someone online. Ask yourself whether you would speak to a person in this manner if you were face-toface. 2. Pay attention to your spelling and grammar. Others (including the instructor) are reading your work, therefore, make sure that you are not making it difficult for them by using poor spelling and grammar choices. In addition, there is no place for inappropriate language in this course. 3. Be willing to share your knowledge with others in this learning environment. When it comes to discussion boards, post comments in a timely manner.

9 Special Notes 1. TSTC Harlingen faculty, staff, and students are asked to report all threats, perceived or real, immediately to College Police located in the Auxiliary Building. If the threat is imminent, the College Police emergency phone line at or 911 should be called. College Police will then coordinate the proper response in accordance with state and federal laws and TSTC System/College rules and regulations. 2. For tutoring and supplemental instruction schedules, please refer to the Student Success Office Web site: 3. It is the student s responsibility to withdraw from the course by the published deadline or receive a grade of F. According to TSTC policy, instructors are not allowed to drop students. NOTE: Any changes to this syllabus will be provided in writing to the student and updated on all posted locations (HB 2504, course Moodle sites, building offices, etc.).

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