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BU274-ONL1-Customer Relations Summer 2009
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Class begins: May 30,
2009 |
Class ends: July 2,
2009 |
Last Day to Drop: June 22, 2009 |
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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-Assignment 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 reading and questions, PowerPoint
presentations, internet research. |
How is this course organized?
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This course is setup by weekly reading
and responses, short written assignments, papers/projects, quizzes, and exams. |
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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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By the end of the 4th week of the
semester, you will have an opportunity to evaluate your progress in this
course and decide if you need to make any adjustments (additional study,
tutoring, conference with instructor) to assure your success in this course. |
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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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Quizzes
(14 at 10pts each) |
140 |
A
= 900-1000 Points |
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Exams
(2 at 100pts each) |
200 |
B
= 800-899 |
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Chapter
Assignments (14 at 20pts each) |
280 |
C
= 700-799 |
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“Field
Trip” Project/Papers (4 at 50pts each) |
200 |
D
= 600-699 |
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Case
Studies (3 at 60pts each) |
180 |
F
= Below 599 |
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Total |
1000 |
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*NOTE:
Assignments are due by midnight on Monday via email to sservey@frederick.edu Quizzes
and exams must be taken by the deadline unless you’ve spoken to me prior. |
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Attendance/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.
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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. You MUST include BU274
– Your Name – Assignment 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
(grades, posted assignments, and tests excluded) within 24 to 48 hours. All assignments will receive a “Rec’d”
message from me to let you know I am in possession of your work. If you DO NOT receive an email with “Rec’d” in reply to your message
within 24 hours – please call me so that we can discuss why I haven’t gotten
your email. If you don’t call and I have not received
your assignment, I will assume you didn’t turn it in and record a “0”. Your earned grade will be documented in
BB within 2-3 days of the due date. |
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., arrive on time, be courteous,
offer constructive criticism, 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 §
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 emailed to the instructor at sservey@frederick.edu
by the due date/time. Please use
the Subject Line and format it as follows: BU274
- Last Name - Assignment All assignments
must be typed in MS Word, 12-point font, double-spaced using standard
one-inch margins. Students who do not
have MS Word will need to save and upload their assignments as an RTF (rich
text format) file type. The instructor
will not be responsible for converting assignments submitted in any other
format. Please be
sure to name (save file as) in the following format: BU274-Last
Name-Assignment All assignments
are graded for 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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Academic Honesty: |
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Work in this course
is subject to the provisions of the FCC Code of Academic Honesty. 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. In addition, be
certain that it is always you doing your own work – the on campus exam will
be a monitor for this as you will be required to show your student ID to take
that exam. |
Students with Disabilities
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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. |
Weekly assignments are posted on Blackboard
under the Assignments tab, by week and then by chapter.
Due dates are included on the Week
1 folder name.