Customer Relationship Management Syllabus for 2026-2027
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Instructor Information

Course Information

AI Statement

Collusion is defined as “the unauthorized collaboration with another person or by any other means, including artificial intelligence (AI) and computer translators, in preparing work for fulfillment of course requirements.” Using AI like (ChatGPT or Google Gemini) to create a document is considered colluding. The use of Generative Artificial Intelligence on specific assignments is at the discretion of the instructor.

Title IX and Sexual Misconduct Reporting

Amarillo College prohibits discrimination and harassment based on sex, including sexual harassment, sexual assault, dating violence, domestic violence, and stalking, under Title IX and Texas Education Code §51.253–255. Faculty and staff are mandatory reporters and must share any related concerns with the Title IX Coordinator at titleix@actx.edu. Reports and additional information are available at https://www.actx.edu/hr/title-ixtitle-ix. Confidential counseling and advocacy services are available through the Counseling Center and Advocacy & Resource Center.

Recording Policy

Disability Statement

If you have a disability (learning, mental, physical) that affects your ability to participate effectively and have access to any program or service at Amarillo College please contact Disability Services at (806) 345-5639 . Our offices are located in the Enrollment Center, Suite 700. More information may be found at www.actx.edu/disability.
Disability Services facilitates access to all programs and services according to the ADA, Americans with Disabilities Act and Section 504 of the Rehabilitation Act, as well as other federal and state laws.

Amarillo College Web Accessibility Policy Statement

Amarillo College is committed to providing equal access to all programs and services, including all working, learning, and service environments that affect equal access for persons with disabilities. This commitment to provide equal access and opportunity for persons with disabilities is in compliance with federal and state law. Amarillo College also strives to provide Electronic and Information Resources (EIR) that are accessible to all authorized users.

If you find you are unable to access material in an accessible format please contact the Disability Services Office at (806) 345-5639 . This office will work in conjunction with other campus resources to address and accommodate your issue in a timely manner.

Statement for Mental Health and Advocacy & Resource Center:

As a student you may experience a range of issues that can cause barriers to learning, such as strained relationships, increased anxiety, alcohol/drug problems, feeling down, difficulty concentrating and/or lack of motivation. These mental health concerns or stressful events may lead to diminished academic performance or reduce a student's ability to participate in daily activities. Amarillo College offers services to assist you with addressing these and other concerns you may be experiencing. If you or someone you know are suffering from any of the aforementioned conditions, you can learn more about the broad range of confidential mental health services available on campus by calling the AC Counseling Center at 806-371-5900. The AC Counseling Center website is https://www.actx.edu/counseling/ . Also, if you are in need of social services (affordable housing, utilities, transportation, food, clothing, childcare, medical/dental/vision, legal), please call the AC Advocacy & Resource Center at 806-371-5439. The AC Advocacy & Resource Center website is https://www.actx.edu/arc

Amarillo College Tutoring for Success Policy:

Tutoring for Success applies to any student whose overall performance in the course falls below 75%. The instructor will create the task in the Student Engagement Portal (Watermark) to direct the student to the appropriate tutoring service, which may be faculty- or SI-led, discipline-specific, and/or general. The tutoring service assigned, the due date for when the tutoring must be completed, and the amount of tutoring required are at the discretion of the instructor. Additionally, the task will alert the student’s success team. Students who do not fulfill the assigned tutoring task may be subject to program- and course-specific penalties that could result in a grade reduction and/or in not being allowed to progress in the course until the tutoring requirement has been satisfied.

Administrative Drop Policy

Students who do not attend class on or prior to the census date will be administratively dropped. Effective Fall, 2016

Student Withdrawal Procedures

Students who wish to withdraw from a course must complete all steps indicated on the Academic Withdrawal Request form by the course withdrawal deadline.

NOTE: Students who are attending Texas institutions of higher education, for the first time fall 2007 and later, may not withdraw from more than six courses during their academic career. This withdrawal limitation does not include dual credit or developmental classes (Senate Bill 1231 Rule 4.10.) For more information on Drop and Withdrawal Policies, please visit the Registrar's Office Web site.

Privacy Statement

The Amarillo College Privacy Policy is found at https://www.actx.edu/-amarillo-college-privacy-notice , and applies to all Amarillo College students.  If you have questions about this privacy statement or you believe that your personal information has been released without your consent, send email to humanresources@actx.edu .

Statement on State-Authorized Courses at Amarillo College

For-credit academic and workforce education courses offered at Amarillo College are limited to the course options available in the statewide inventory for two-year public institutions. Courses in the state-authorized lower-division Academic Course Guide Manual and Workforce Education Course Manual have specific descriptions that prescribe course content and may include specific student learning outcomes. The Texas Higher Education Coordinating Board (THECB) maintains and regularly updates these manuals. Amarillo College faculty and leaders ensure that these courses are aligned with THECB guidelines and evaluated based on student performance outcomes. Students enrolled in these courses are expected to engage with and learn course content. According to the AC Board of Regents Policy Manual, "faculty members are entitled to academic freedom in the conduct of research and teaching and are tasked with the associated responsibilities" (DGC). Students are entitled to academic freedom in the classroom, as well, and faculty "must not attempt to force on students a personal viewpoint and must at all times allow diversity of opinion" (Amarillo College Academic Affairs Manual).

Course

MRKG-1301-002 Customer Relationship Management

Prerequisites

Course Description

General principles of customer relationship management including skills, knowledge, attitudes and behaviors.

Student Resources Student Resources Website

Department Expectations

Occupational License Disclaimer

Notice to Students enrolled in an educational program for preparation of issuance of certain occupational licenses:

Students enrolled in an educational program in preparation for obtaining certain occupational licenses are potentially ineligible for such license if the student has been convicted of an offense. For further information, please contact:

Melodie Graves
Justice Involved Advocate
Student Service Center 117
mgraves24@actx.edu
806-371-5995
Make appointment at https://melodiegraves.youcanbook.me

Hours

(3 sem hrs 3 lec )

Class Type

Online Course

Syllabus Information

Textbooks

*You will need a code for this book. All assignments, exams, and submissions will be online through McGraw-Hill Connect. 

Customer Service Skills for Success, 8th edi by Robert Lucas; Copyright: 2023.   ISBN: 9781264569717

https://connect.mheducation.com/class/r-mccampbell-26fa1-mrkg-1301-002

*If you are not on financial aid, it is less expensive to purchase this code directly, not from the Amarillo College bookstore. Please email me if you have questions. 

Please email me if you have any questions concerning our content/book code. 

Supplies

Student Performance

COURSE LEARNING OUTCOMES:

1. Explain the need and roles, characteristics, and skills of managers and supervisors.  SCANS* Information C5
2. Define and discuss the principles of planning, organizing, staffing, leading, and controlling at the supervisory level.  SCANS* Information C5, Resources C4, Interpersonal C12, Systems C16, Personal Qualities F13, F16
3. Identify and discuss the human skills necessary for supervision including the following:
   A.  Understanding job descriptions, job assignments, and work schedules.  SCANS* Resources C4
   B.  Interviewing, selecting, and training employees. SCANS* Resources C4
   C.  Delegating. SCANS* Interpersonal C10
   D.  Identifying problem employees, classifying disciplinary problems, managing conflict and stress, and showing knowledge of how the disciplinary due process works.  SCANS* Thinking Skills F12
   E.  Decision making.  SCANS* Thinking Skills F12
   F.  Team development.  SCANS* Interpersonal C10
   G.  Managerial control function.  SCANS* Information C6
   H.  Motivation, leadership, and coaching techniques used by a supervisor.  SCANS*  Thinking Skills F12, Interpersonal C10
4. Explain motivational techniques and give examples of how they can be utilized by a supervisor.  SCANS* Thinking Skills F12
5. The student will discuss ways to structure a working environment which will provide a variety of ways for employees to become motivated.  SCANS* Interpersonal C9

*Meets Secretary’s Commission on Achieving Necessary Skills (SCANS)
Resources:Identifies, organizes, plans, and allocates resources (time, money, materials and facilities, and human resources).
Information:  Acquires and uses information.
Interpersonal:  Works with others, serves clients, exercises leadership.
Systems:  Understands complex interrelationships (evaluates, monitors, improves social, organizational and technological systems).
Thinking Skills:Thinks creatively, makes decisions, solves problems, visualizes, knows how to learn, and reasons.
Personal Qualities:Displays responsibility, self-esteem, sociability, self-management, integrity, and honesty.

Students Rights and Responsibilities

Log in using the AC Connect Portal

In order to receive your AC Connect Email, you must log in through AC Connect at https://acconnect.actx.edu .

If you are an active staff or faculty member according to Human Resources, use "Exchange". All other students, use "AC Connect (Google) Email".

Expected Student Behavior

Expected Student Behavior

Expectations

Technology issues are not acceptable reasons for the submission of late assignments. Students must have access to the internet and a computer. The Underground on the Washington Street Campus may be utilized if necessary. Academic Success Center is also available to help students as well.  

Online Courses: You are expected to work independently. You are required to log in multiple times per week. 

Hybrid Courses and Tech-Supported Courses: Attendance is expected and required. Non-attendance will result in deductions.

For Tech Supported Courses: Blackboard Collaborate or Zoom will be utilized. An announcement and email will be sent before the first class meeting to inform students which platform will be used in this course. 

Learning Activities

Currently, we are all expected to interact, work, and learn with people from diverse cultural and linguistic backgrounds and lifestyles. Therefore, the students in this course are expected to be inclusive and respectful of differences and act accordingly when participating in-class activities and discussions.  

Students will practice good conversation, dialogue skills and exercise the rules of decorum at all times.

All course participants will share the responsibility for the content, process, and outcomes of learning. Students are expected to actively participate in class discussions and activities and will on occasion be responsible for presenting or leading class discussions as described in the course assignments section of this syllabus.

Learning activities may include lectures, guest speakers, fieldwork, required reading, class learning exercises, class discussions, written assignments, interviews, student presentations, and Internet resources

Quality of Work and Expectations

All written work submitted must:

• Include a heading. 
  • Heading: Name, Course, Title, Date, Instructor Name
• Be of professional quality, neatly presented, grammatically correct, and free of spelling and punctuation errors. 

Getting Questions Answered

E-Mail Communication

Please send an email message to the course instructor directly if your concern is of a personal nature. Sending email messages through the Blackboard site will ensure that the course number is included in the subject line of your message; if for any reason it is not, please begin the subject line of your message with the course number (MRKG 1301-001). You can also email classmates using the email function in Blackboard, but be aware that recipients of your message will not see the names of other recipients, and you will not be able to make a group reply.

Email Response Time

Generally, I will respond to emails within two working days of receiving them. Please know that responses on weekends may be limited and will be made on an as-available basis, so try to anticipate questions for your weekend work in advance. Notification will be provided if I will not be available by computer for more than two working days. Also, please reply to emails received from your professor promptly. 

Amarillo College Policy

Amarillo College policies and Code of Student Conduct is strictly adhered to when dealing with plagiarism, cheating, and duplication of work product. Any evidence of plagiarism, cheating, or duplication of work product will result in a zero on the work in question. A complete statement regarding scholastic dishonestly can be found in the Student Code of Conduct in the Student Rights and Responsibilities Handbook.

Grading Criteria

GRADING SCALE 

            90 - 100%         =          A          Excellent

            80 -   89%         =          B          Above Average, Very Good

            70 -   79%         =          C          Average, Good

            60 -   69%         =          D          Poor, but passing  

          Below 60%          =          F          Failing 

Grading Percentages

Discussion Boards: 30%

Assignments: 35% 

Exams: 35%

Discussion Board Guidelines 

Every week you will be asked to reflect on the Discussion Board question(s) and post your contribution(s) to the topic(s) on the Discussion Board. Your contribution to the topic(s) should be clear, complete, and accurate. This assignment also requires that you read the answers posted by your classmates and each week respond. For each Discussion Board assignment enter the appropriate Forum, read the posted questions, and pick one to answer. Click on "Reply" and compose your answer. When you have finished writing your answer click on the "Submit" button at the bottom of the page.

• Initial Posts, 200-300 word minimum, due at 11:30 p.m., CST on Wednesday
• Reply Posts, 150-200 word minimum, due at 11:30 p.m., CST on Sunday of each week; Late discussions will not receive credit. Early posting enables initial thoughts and aids in timely discussions. Each discussion board has a value of 100 points.
• One (1) to twenty-five (25) points will be deducted if parts of the question are not answered or are not answered completely.
• One (1) to twenty-five (25) points will be deducted if an answer is inaccurate, lackadaisical, unorganized, or inattentive.
• Points will be deducted if you fail to post an answer or fail to meet minimum word counts for posts.
• Points, up-to-half, will be deducted for unclear, inaccurate, or inattentive; numerous errors in punctuation, spelling, grammar and usage; or if minimum requirements are not met.
• Please note, no credit will be given for late postings.

 Before posting your answers, check them for spelling and grammatical errors, save them, and then copy/paste them to the Discussion Board. 

Assignments, Quizzes and Exams

There are weekly folders that include the objectives (a checklist/due dates) for each week.  

Late work is not accepted; The instructor reserves the right to subjectively influence the final grade relative to class attendance, participation, and attitude. 

Attendance

Attendance for Hybrid 

Students will be administratively dropped from the course if the student does not participate before the Census date. 

Calendar

Additional Information

First Day of Class            August 24, 2026

Census Day                      August 31, 2026

Last Day to Withdrawal     October 6, 2026