Frederick Community College

 

BU274-ONL1-Customer Relations

Summer 2009

 

Class begins:  May 30, 2009

Class ends:  July 2, 2009

Last Day to Drop: June 22, 2009

 

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.

 

Instructor Information:

 

 

Name:   Samantha Servey

Office:  N/A

E-mail:  sservey@frederick.edu

Phone Number:            301-865-6057 (h)

                                    301.748.2927 (c)

Office Hours:  By Appointment

Campus Mail Box #:     603

 

 

            Course Information:

 

Credits:  3

On-campus Meetings:  None

On-campus Exams:  1

Pre-requisites:  EN50A and EN52

                        Or ESL95 and ESL99

Co-requisites:  N/A

 

Course Description:

 

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.

 

Core Learning Outcomes:

 

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:

 

Text reading and questions, PowerPoint presentations, internet research.

 

 How is this course organized?

 

This course is setup by weekly reading and responses, short written assignments, papers/projects, quizzes, and exams.

 

Text(s) for Course:

 

 

"CUSTOMER SERVICE, CAREER SUCCESS THROUGH CUSTOMER Loyalty"  Prentice Hall, 2008 Fourth Edition

ISBN#: 0-13-2236583/978-0-132236584

BlackBoard, Student Access Kit, Customer Service

ISBN#: 0132236982

 

PACKAGE ISBN#:  0131355619

 

Progress Report:

 

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.

 

 

Evaluation Methods:

Tests / Papers / Projects

Point Value

Final Grade Scale

 

Quizzes (14 at 10pts each)

140

A = 900-1000 Points

 

Exams (2 at 100pts each)

200

B = 800-899

 

Chapter Assignments (14 at 20pts each)

280

C = 700-799

 

“Field Trip” Project/Papers  (4 at 50pts each)

200

D = 600-699

 

Case Studies (3 at 60pts each)

180

F = Below 599

 

Total

1000

           

 

 

 

*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.

  

Attendance/Participation Policy:

 

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 are of course welcome to work ahead.  You should receive feedback on assignments within 2-3 days unless otherwise specified. 
  2. You are expected to read the Course Announcements – weekly postings of expectations will be documented there.
  3. You are expected to participate in any online questions with instructor/discussions – please check the system at least 2 times per week.
  4. You are expected to take one exam (date to be determined) at the on campus testing center.
  5. You must contact the instructor prior to an assignment due date if there is a problem or the assignment will earn you “0” points.

 

 


 Email Policy:              THIS IS VERY IMPORTANT

 

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:

 

§  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

 

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.

 

Academic Honesty:

 

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

 


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

 

Class

Text

Content

1

Chapter 1-4

Know Why Service Matters

Use Behaviors that Engage Your Customers

Apply Your Best Listening Skills

Use the Telephone Right for Good Service

2

Chapter 5-7

Use Friendly Web Sites and Electronic Communication

Recognize and Deal with Customer Turnoffs

Get Customer Feedback

3

Exam #1

Chap 8-9

Covers Chapters 1-7

Recover the Potentially Lost Customer

Exceed Expectations with Value

 

4

Chap 10-12

Give Customers A-Plus Information

Exceed Customer Expectations with Convenience

Managing Your Time and Tasks to Reduce Stress

5

Chap 13-14

 

Exam #2

Get Employees to Give Great Service

Recognize the Emerging Trends in Customer Service

Covers Chapters 8-14

 

 

 

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.