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BU274-ONL1-Customer Relations Summer
2010
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Class begins: 6/2/10 |
Class ends: 7/7/10 |
Last Day to Drop: 6/24/10 |
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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 BU274 – 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 twice 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 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. |
TOPICAL OUTLINE
NOTE: Instructor
reserves the right to make changes to this outline as needed. |