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BU274-ONL1-Customer Relations Spring 2010
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Class begins: 1/23/10 |
Class ends: 5/14/10 |
Last Day to Drop: 4/9/10 |
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You must use your FCC
email address for all emails in this class. Check BB to ensure that
your FCC email address is in your profile correctly. NOTE: All Emails MUST have BU274-Name in the Subject field. |
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Instructor Information: |
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Name: Samantha Servey |
Office: N/A |
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E-mail: sservey@frederick.edu |
Phone Number: 301-865-6057
(h) 301.748.2927
(c) |
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Office Hours: By Appointment |
Campus Mail Box #: 603 |
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Course Information: |
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Credits: 3 |
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On-campus Meetings: None |
On-campus Exams: 1 |
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Pre-requisites: EN50A and EN52 Or
ESL95 and ESL99 |
Co-requisites: N/A |
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Course Description: |
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Examines
the role of customer relations in business and emphasizes the theory and
practice of developing, fostering and managing relationships between the
company and the customer. The course
will focus on those practices that lead to customer loyalty and
retention. Value equation applications
and a systems approach to service excellence are introduced in the
course. The course will also address building
excellent customer relations into the mission of the company and committing
to customer service as competitive advantage. |
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Core Learning Outcomes: |
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By
the completion of the course students will: 1. Describe the role of the
associate and management in developing and maintaining customer relations. 2. Describe the ways in which
customer relations policy can add value to the product and affect the
profitability of an organization. 3. Analyze various methods of
handling conflict between the company and the customer. 4. Create a customer information
file. 5. Identify the various
techniques of gathering information from the customer. 6. Describe customer relations
in terms of both product differentiation and market advantage. 7. Develop a company mission
statement that incorporates customer service excellence. |
Instructional Methods: |
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Text, PowerPoint Presentations, Internet
Research, Field Trips, Case Studies. |
How is this course organized?
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This course is setup by weekly chapter
activities (including reading, responses, quizzes, and papers). There are 2 Tests. |
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Text(s) for Course: |
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"CUSTOMER SERVICE, CAREER SUCCESS
THROUGH CUSTOMER Loyalty"
Prentice Hall, 2008 Fourth Edition ISBN#: 0-13-2236583/978-0-132236584 |
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BlackBoard,
Student Access Kit, Customer Service ISBN#: 0132236982 |
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PACKAGE
ISBN#: 0131355619 |
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Progress Report: |
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Because this in an online course, you
will have a weekly opportunity to evaluate your progress using the Blackboard
grade book. If you need to make any
adjustments (additional study, tutoring, conference with instructor) to
assure your success in this course, please let me know. |
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Evaluation Methods: |
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Tests
/ Papers / Projects
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Point
Value
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Final
Grade Scale |
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Chapter
Assignments (13 at 30 pts each) |
390 |
A
= 450-500 pts |
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Activity/Video/Article
OR Case Questions (15); Quiz
(10); Discussion
Questions (5) |
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B
= 400-449 |
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C
= 350-399 |
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Tests
(2 at 30 pts each) |
60 |
D
= 300-349 |
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Paper |
50 |
F
= Below 300 |
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Total |
500 |
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*NOTE:
Assignments are due by midnight on Sunday submitted via Blackboard. Tests
must be taken by the deadline unless you’ve spoken to me prior. |
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Student Services |
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A variety of services are available to
assist students in succeeding at FCC. Students can learn more about these
services by visiting the Student Services web page: http://www.frederick.edu/student_services/index.aspx. Students with disabilities who are in need
of accommodations or who have questions related to disabilities services
should contact the Services for Students with Disabilities (SSD) office at
301-846-2408. Students can learn more about these services by visiting the
Services for Students with Disabilities web page: http://www.frederick.edu/student_services/disability.aspx. |
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Attendance/Participation Policy: |
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To
maintain the highest quality of academic work, students are expected to
participate fully in all course activities. In
case of serious illness, emergency, religious holidays, or participation in
official college functions, students remain responsible for completing the
requirements of the course. The course is highly interactive between
the class and the instructor. Through
case studies/presentations, problems, and specific activities students will
have the opportunity to use the concepts, ideas, and strategies presented online
in assignments. Your
presence online is expected.
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Email Policy: THIS IS VERY IMPORTANT |
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Email is an instructional tool essential
to student-instructor and student-student communication. In the Blackboard
environment by default, your email address is available to all students in
this course. However, students are permitted to use
email addresses of other students in this course only for the purpose and the
duration of this course. Students who are concerned about the
privacy of their personal email address are reminded of commercially
available products that allow them to create unique email addresses
specifically for the purpose and duration of this course. The instructor can be expected to
respond to regular student email inquiries (grades, posted assignments, and
tests excluded) within the time frame of 24 to 48 hours. You MUST
include BU225 – Your Name in the subject line of all emails. YOU
MUST use your FCC email account and check it and the Blackboard announcements
at least weekly!! When you hit “Send” it does not
automatically mean I have received your email. If
you DO NOT receive an email with “Rec’d” in reply to your message within 24
hours – please call me!
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Instructor’s Expectations: |
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Participate in class fully prepared having
read all assigned material § Contribute to the class discussion in a way that enhances
the learning process §
Conduct yourself in online discussions
as you would in a business situation (i.e., on time, be courteous, compliment
on a job well done, and give thoughtful feedback.) §
Provide the instructor with feedback
regarding how this class is meeting your needs §
Share responsibility for the quality of
the experience – you must do the work to be prepared §
Participate in all online activities,
failure to do so will adversely affect your grade §
Submit all assignments on a timely
basis, late assignments will NOT be accepted without permission §
Self-monitor grades and progress – it is
all in Blackboard (Grades/Tools – My Grades) §
At any time if you have a question,
please contact me via email or phone |
Expectations of Written Work |
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Assignments are
to be turned in via Blackboard. ALL assignments
are graded for completeness, content in meeting the defined objectives, and
clarity of communication (proficient use of English
grammar and punctuation is expected).
All reference resources must be properly cited. |
Students with Disabilities
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FCC provides reasonable
accommodations to otherwise qualified students with disabilities in
accordance with the Americans with Disabilities Act of 1990 (ADA) and Section
504 of the Rehabilitation Act of 1973 (Section 504) and amendments. Students with disabilities who are in need
of accommodations must contact the Services for Students with Disabilities
(SSD) office at 301-846-2408 (A Building, Room 106A) in order to request and
apply for services. The SSD office
will require appropriate documentation of a disability. Questions related to accommodations or
services can be directed to the SSD office.
Additional information related to services can be viewed at the
following FCC web page: http://www.frederick.edu/student_services/disability.aspx. If you currently receive services
from the SSD office, please submit your Student Success Plan to me and make
an appointment with me to discuss your accommodations and needs in
class. I will hold any information you
share with me in strict confidence unless you give me permission to do
otherwise. |
TOPICAL OUTLINE
NOTE: Instructor
reserves the right to make changes to this outline as needed. |