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Frederick
Community College BU274-ONL1-CUSTOMER
RELATIONS Spring 2012
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Class begins: 1/30/12 |
Class ends: 5/18/12 |
Last Day to Withdraw: 4/16/12 |
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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: 301.748.2927 (Cell) |
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Office Hours: By Appointment |
Campus Mail Box
#: N/A |
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Course Information: |
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Credits: 3 |
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On-campus
Meetings: None |
On-campus
Exams: 1
– Test #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. |
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Instructional Methods: |
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Text reading and questions, PowerPoint
presentations, videos, internet research, Blackboard discussions. |
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How is this course organized?
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This course is setup by weekly reading
and response (quizzes, discussion, and chapter activities) as well as a secret
shopper assignment paper. |
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Text(s) for Course: Required |
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CUSTOMER SERVICE: CAREER SUCCSS &
BLKBD SAK, 5/E, TIMM ISBN-10: 0132164531 / ISBN-13:
9780132164535 Publisher: Prentice Hall, Copyright:
2011, Format: Adhoc Bundle |
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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 (14 at 50pts each) |
700 |
A = 900-1000 Points |
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Activity/Video/Article(s)
& Case Question(s) (35); Quiz
(10); Discussion Questions (5) |
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B = 800-899 |
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Tests (2 at 100pts each) |
200 |
C = 700-799 |
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Secret Shopper Assignment Paper |
100 |
D = 600-699 |
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Total |
1000 |
F = Below 599 |
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NOTE:
Assignments are due by midnight on Sunday (Due Dates on Topic Outline) and
MUST be 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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Participation Policy: |
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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. 1. You
are expected to review and complete all assignments by the due date and
time. You should receive feedback on
assignments within 2-3 days unless otherwise specified. 2. You
are expected to read the Course Announcements at least weekly. 3. You
are expected to participate in any online discussions. 4. You
are expected to take one exam (date to be determined) at the on campus
testing center. |
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Email Policy: THIS IS VERY IMPORTANT |
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All students will receive and be expected to use
their FCC email address for their correspondence with faculty and staff at
the college. Students can establish
and access their FCC email accounts at the login page: https://myfcc.frederick.edu. Email is an instructional tool essential
to student-instructor and student-student communication. You MUST include BU274 – Your Name in the subject
line of all emails. You are responsible for checking your
email on a regular basis and replying to the instructor in a timely (2-3
days) fashion. I will post course
announcements in BB and also send announcements via email. Please note that this is my ONLY means of
communication with you. When you hit “Send” it does not
automatically mean I have received your email. I will respond to email inquiries within 24
hours. If you DO NOT receive a reply to your message
within 24 hours – please call me! |
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Academic Integrity |
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Work in this
course is subject to the provisions of the FCC Code of Academic
Integrity. Plagiarism in any form will
not be tolerated. As a student, it is
your job to practice academic honesty at ALL times. Make sure that all sources, particularly
internet sources, get proper credit for quotations, paraphrases, and ideas. More information about this and the Student
Conduct Code are available at: http://www.frederick.edu/student_services/studentpolicies.aspx. You must send
your Academic Integrity Pledge to the instructor. The form is available at
http://courses.frederick.edu/_utilities/regform.htm |
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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 time, 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 |
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Expectations of Written Work |
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Assignments
are to be submitted via Blackboard. Interview
Papers will be attached in Blackboard. Paper
assignments must be typed in MS Word, 12-point font, double-spaced using
standard one-inch margins. Please be
sure to name (save file as) in the following format: BU274-Last
Name-Assignment. 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. |
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TOPIC
OUTLINE Every
effort will be made to keep to this schedule; however, the instructor
reserves the right to alter or amend it as necessary. Additional dates, as
published in the academic schedule of classes and listed below, may be
required as make-up days for inclement weather.
TOPICAL OUTLINE
NOTE: Instructor
reserves the right to make changes to this outline as needed. |
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