Customer Relationship Management Syllabus for 2021-2022
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Instructor Information

Office Location

R. E. Byrd Business Building 323D

Office Hours

Office Hours:  M - W, 8:30-12:30  or by appointment

Text: (806) 584-9833 (9 a.m. - 9 p.m.)  **Please give up to 24 hours to reply and refrain from sending multiple texts.

**There may be a slower response on the weekends

Course Information

COVID-19 Protocols

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 Student Service Center office 112. More information may be found at
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 . 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

Amarillo College Tutoring for Success Policy:

The Tutoring for Success policy applies to any student whose grade or performance in the course falls below a departmentally determined minimum threshold. In either of those cases, the instructor will direct the student to the appropriate tutoring service, which may be faculty-led, discipline-specific, and/or general. Under this policy, the instructor will follow specific departmental guidelines governing the use, duration, and grade component of the tutoring need.

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 , 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 .


MRKG-1301-001 Customer Relationship Management


Course Description

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

Student ResourcesStudent 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
Make appointment at

You can also contact the Legal Clinic, or the faculty member in charge of the educational program that you seek to enroll in. The further information you will receive will include notification to you of your right to request a criminal history evaluation letter from the licensing authority in order to clarify your particular situation.


(3 sem hrs, 3 lec)

Class Type

Online Course

Syllabus Information


Customer Service, A practical Approach by Elaine K. Harris --- 6th Edition

ISBN 978-0-13-274239-9



  • * Customer Service, A practical Approach by Elaine K. Harris --- 6th Edition

    ISBN 978-0-13-274239-9

  • * Computer/tablet    (Be aware: not all class objectives can be accessed on tablets or smartphones)
  • * Ability to access the course in Blackboard through AC Connect to submit assignments.
  • * Students MUST have the ability to access the course in Blackboard through AC Connect to submit assignments, take exams/quizzes, participate in discussion boards and team projects (

 *If you don't have computer and printer access as home, make sure you locate the computer lab of your choice on campus to complete your assignments on time.

Technical support and assistance to log on to the course:
AC Connect / Blackboard Support Information

Student Performance

1. Identify and discuss the four marketing mix components, the selling process, and its application to all forms of sales. *SCANS Information C5, C7

2. Outline the role of marketing segmentation in developing a marketing strategy. SCANS* Information C5, C7

3. Outline the economic forces that affect marketing decisions and consumer buying power. SCANS* Systems C15

4. Identify the elements of the communication process between buyers and sellers in business. SCANS* Information C5, C7

5. Identify the psychological differences between consumer buying patterns and business industrial buying decisions. SCANS*Information C5, C7

6. Define the sociological factors that marketers influencing consumer and organizational decision-making processes. SCANS* System C15

7. Define the global factor that marketers must be aware of that influence consumer and business/industrial buying behavior. SCANS*Systems C15

8. Discuss the processes of interpreting market research data to forecast industry trends. SCANS* Thinking Skills F7, F8, F9, F12

9. Define how marketing decision makers use marketing research data to better meet consumer needs in a dynamic environment. SCANS* Information C5, C6, C7, Interpersonal C11, C12

10. Discuss ethical issues and legal restrictions of American business and how the affect salespeople. SCANS* Systems C15


*Meets Secretary's Commission on Achieving Necessary Skills (SCANS*)

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, and knows how to learn and reason.

Students Rights and Responsibilities

Student 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 .

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

Students are expected to be self-disciplined in order to meet the requirements of this course.


  1. This is an 8 week class, have your book at the BEGINNING of class...we will hit the ground running!
    1. There is a reference book for your use located on the 4th floor of the WARE
  2. If this is your first online class, get into Blackboard and "get lost"
  3. Log into Blackboard on Mondays to see what is due for the week (check the college email several times a week to stay informed) Communication will be through class announcements and college email. 
  4. Plan ahead if you have limited internet access
  5. Communicate, communicate, communicate with your instructor (I don't bite!)
  6. ALWAYS USE SPELL CHECK  (What do you think about the person or an articles with incorrect spelling?)
  7. Know your resources, (student help, library hours, tutoring locations, etc.) if you don't know and need help....ask!!

For every one credit hour in which you enroll, you should spend approximately two to three hours outside of class studying. Therefore, to help determine the course load most appropriate for you, use the formula: 3 credit hours (1 course) = 3 hours in class per week = 6-9 hours study time per week.  This is an 8 week course, the hours should be multiplied by 2, thus 12-18 hours a week. 12-18 hours is should be plenty of time to get the coursework in this class done.  

****I understand you have busy lives with work, family, children, etc. but get into good studying habits the first week to be successful.  Schedule time, or schedule the same time every week for homework.  Give yourself extra time just in case emergencies come up.  This class is set up for you to be successful, but you have to do your part. ****


  1. The purpose of discussion boards is to share experiences and learn from each other. 
  2. Use complete sentences in discussion boards.  DO NOT use abbreviated language used in text messaging. 
  3. There are virtually no errors in punctuation or spelling, grammar or usage.
  4. All parts of the question are completed answered.
  5. Sentences are smooth and carefully constructed.
  6. The words chosen are clear, accurate, and precise.
  7. Vague or ambiguous terms are clearly defined.
  8. The answer avoids triteness and unsupported generalizations.
  9. Use of supporting information is superior: the evidence clearly supports the positions and the evidence is sufficient and specific.
  10. The ideas reflect critical thinking and insight.
  11. There is some originality in the writer's response.
  12. The content has depth and substance.
  13. The answer or response holds the reader's interest.


Exams/Quizzes are to be taken INDIVIDUALLY.  If at student is caught participating in group testing or copying from an outside resource(s), he/she will automatically receive a "0" and will be subject to further disciplinary actions as outlines in the AC Students Rights & Responsibilities. 

Emailing Instructors

It is the policy of the Management office to hold the standards of business of the workforce.  Therefore, if you need to send an email to your instructor(s):

   1. Give a salutation  (Good morning Ms. Lindseth....)

   2. State the who, what, where, when, why and how  (Please don't assume I know the assignment you are working on or the class you are in, etc.)

   3. Be respectful.  (Snarky emails will result in an unanswered email)

   4. Proof your email before you send it.  How does it sound?  Is it a fact based email? (is it a win-win email?)

   5.  Signature   (Best regards, Sincerely...)

Plagiarism, Cheating and Individual Work Ethic

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 dishonesty can be found in the Student Code of Conduct in the Student

Rights and Responsibilities Handbook at


is included in all assignments, reports and projects.  You will have access to the report that the instructor will receive when handing in assignments.  If the report shows more than 35% is copied (ie, plagerism, non-MLA cited, misquoted) the student will receive a 0 but will have a chance to justify the report for a docked grade.  If no justification is made, the 0 will remain in effect.

Grading Criteria


            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

Instructor reserves the right to subjectively influence the final grade relative to class attendance, participation, and attitude.

*Feedback is always given for anything other than a 100%.  It is important to read the grading feedback in case there were problems with the assignment upload or the discussion board comments that will help future successful submissions. 

Weighted Total:

40% Assignments

35% Discussion Board

25% Exams/Quizzes              

100% Course Grade



  • * Weekly assignments MUST be typed and submitted into Blackboard. 
  • * Assignments are due by 11:30 p.m. CST on Mondays. (and close at 11:30 p.m!)
    • - It is recommended to submit homework by 11:00 p.m. CST for successful submission.
    • - A confirmation code with be given when assignments are submitted and it is recommended you keep the confirmation code.
  • * Late assignments are not accepted.
    • - Extenuating circumstances will be considered, if communicated BEFORE the due date.  (Computer glitches at 11:30 p.m CST aren't extenuating circumstances)
    • - Travel for work, conferences, vacations are not considered extenuating circumstances
    • - If an assignment needs to be resubmitted, it will be reopened up in Blackboard for submission.
    • - The instructor will ask for an assignment confirmation
    • - Assignments are required to be submitted in Word .doc.  Any other submission isn't guaranteed a successful submission.
    • - It is the students' responsibility to check the assignment preview to make sure the assignment uploaded. 
  • *Resubmitted assignments must be uploaded within a week of the request.  (Thus, it is important to read your grading feedback)
  • * Assigned papers or reports are required to be in  MLA format.  MLA format guidelines are located in the How To folder. 
  • *There are TWO attempts to submit each assignment.  If two attempts have been used and a third attempt is needed, contact the instructor to clear past attempts. 
  • * Extra credit is not available.  (There are plenty of opportunities to increase grades with heavily weighted discussion boards and assignments)  Thorough assignments, additional replies and on time deadlines may receive additional points. 


  • * Examinations/quizzes will consist of essay, true-false, multiple choice, matching or short answer questions.
  • * Final Examination will be comprehensive. 
  • * Should you have an emergency, contact me in ADVANCE before midnight.  There are no make-up exams/quizzes
  • * Take the exam with a reputable device and good internet connection location
  • * If a computer glitch happens while taking an exam:
  •        1.  Try to get back into the exam
  •        2.  Contact the instructor asap. 
  •        3.  The instructor will determine if the exam will be reset to be retaken. 
  •        4. Once an exam starts, it can not be stopped or paused


  • * Name is included in the title
  • * Initial posts are due on Wednesdays at 11:30 p.m. CST
  • * Two replies are due on Saturdays at 11:30 p.m. CST
  • * Initial post word count is 200-300 words (excludes discussion questions)
  • * Replies are 150 work count (excludes salutations)


  • * It is the responsibility of the student to initiate drop or withdrawal procedures through Instructor of the course.
  • * Students who stop attending class but do not officially drop or withdraw from this course will receive a grade of F if their average falls below a 60.  
  • * PLEASE communicate with the instructor to discuss options before considering dropping the class! 
  • * Communication must be made in person or via phone call.  (Emails, text messages or voicemails are not considered proper communication for a drop notification)
  • * Once the class is dropped, all grade records are deleted in Blackboard and can not be accessed again. 
  • *July 20th 2022 is the last date to withdraw.

                - Paperwork needs to be turned in BY the DROP Date

***If after two weeks of coursework, a student’s grade is under a 70, an academic retention alert will be sent to advisor and financial aid department.

The instructor will also require a student with a below 70 grade to get tutoring at one of the AC tutoring centers or the online tutoring website:

Please send the tutoring report to the instructor to complete the requirement.

AC Tutoring Centers:

Washington Campus:

Ware Tutoring Center

Writers Corner

Math Outreach Center

Science Tutoring and Success Center

East Campus Success Center

West Campus Tutoring

Moore County Campus Tutoring

Hereford Campus Tutoring



For times and locations:

****The instructor reserves the right to hold grades until the tutoring requirement is done.  A report from the tutoring center that was attended for the requirement to be completed.  


Accessing Grades Online:

To view your current course grades:

  • * Go to, click on AC Connect anf log in using your ACNetID and password
  • * Click on BMGT-1301
  • * Click on My Grades on the menu to the left.

Final grade will be determined by the weighted total of discussion boards, assignments, exams/quizzes.  The Instructor reserves the right to subjectively influence the final grade relative to class attendance, participation and attitude.

To view your Final course grades:

  • * Go to, click on AC Connect and log in using your ACNetID and password
  • * Scroll down to Self Service on bottom right of the page, and click on Current Student.
  • * Under current student, click on Academic Profile and click on Grades.

Be aware that the Family Educational Rights and Privacy Act of 1974 (as amended) does not permit instructors to disclose information regarding grades over the phone, via email, or to a third party. Therefore, if you need to discuss your grades, you must do so in person.



"90% of success is just showing up."  ~ Woody Allen 

In order to be successful in this class, students are expected to log in and participate at least three times a week.  Students are expected to participate in the weekly discussion boards.  Instructors can see when the last date of log in occurs. 

  • * Due to the freedom that online courses offer, it may be tempting to wait until the last minute to work on the course. From past student experience, almost NONE of the learners who take this approach are able to finish the course.
  • * GET INTO THE HABIT OF GETTING ONLINE EVERY MONDAY to see the discussion boards, assignments and tests so you can plan accordingly and meet deadlines. 
  • * It is suggested to work work ahead or create a plan that allows access to the course at least three times a week.
  • * Learners who have biweekly attendance (or more) complete the course in a timely manner and get the best scores on their discussion boards, assignments, exams/quizzes and overall grades. Obviously the choice is up to you.
  • * It is NOT recommended to take a vacation during an 8 week course.  8 week courses move very fast and any interruptions will impede a successful completion.
  • * Content isn't opened early or accepted late when traveling for work, conferences, and vacation.  Take your electronic device with and check ahead for internet access to have a successful submission for your work. 

CENSUS DAY/ADMINISTRATIVE DROP:  Students must get on within the first week of class and participate in discussion boards, assignments, etc.  75% of the Week 1 work is required to have been accomplished to be marked "attended".  (This equates to two to three weeks of oringinal class time) If student's do not log in and access work for the class by Census Day - Monday, June 13th 2022 the student will be administratively dropped from the course no matter what the reason.  


  • * It is the responsibility of the student to initiate drop or withdrawal procedures through the Instructor of the course. 
  • * Students who stop attending class but do not officially drop or withdraw from this course will receive a letter grade at the end of the semester. 
  • * PLEASE communicate with the instructor to discuss options before considering dropping the class.
  • * Communication must be made in person or via phone call.  (Emails, text messages, voicemails or advisor emails are not considered proper communication for a drop notification)
  • * Drop date: July 20th, 2022 by 5:00 p.m.
    • Paperwork needs to be turned in BY the DROP Date

Steps to drop:  (just saying you want to drop, doesn't get you dropped from the class)

  1. Contact financial aid to see how it will effect financial status before dropping
  2. Consider how it will affect your status (students are only allowed 5 drops over the degree seeking period)
  3. Contact the instructor in person or via phone call
  4. Instructor will send a drop form via email
  5. Student signs drop form with reason of drop
  6. Instructor signs drop form
  7. Student takes drop form to academic advisor
  8. The student is not dropped from the class until the form gets to the academic advisor for their signature and academic advisor sends it on to registrar


  • * Exams/Quizzes will be open for 4 days.
  • * Students are expected to take the exam/quiz by the due date. 
  • * NO make-up exams/quizzes are allowed except for extenuating circumstances. 
  • * Take the exam with a reputable device and good internet connection location
  • * If a computer glitch happens while taking an exam:
  •        1.  Try to get back into the exam
  •        2.  Contact the instructor asap. 
  •        3.  The instructor will determine if the exam will be reset to be retaken. 
  •        4.  Once an exam is started, it can not be stopped or paused.


The instructor reserves the right to modify the calendar as needed during the semester.


The specific due dates for assignments, discussion board posting requirements, and the time frame that the exams will be open will be communicated to you in the course in Blackboard.  Weekly "to do" checklists will be provided in the lesson content online.  It is your responsibility to log on multiple times per week to make sure you are meeting required deadlines.


 Week 1

 Chapter 1

Quiz #1:Chapters 1

 Week 2

 Chapter 2-3

Quiz #2:Chapters 2-3

 Week 3

 Chapter 4-5

Quiz #3:Chapters 4-5

 Week 4

 Chapter 6-7

Quiz #4:Chapters 6-7

 Week 5

 Chapter 8-9

   Quiz #5:Chapters 8-9

 Week 6

 Chapter 10-11

  Quiz #6:Chapters 10-11

 Week 7

 Chapter 12

Quiz #7:Chapters 12

 Week 8

 Final Exam

Comprehensive (All chapters)

Additional Information

Important Dates to Remember

June 6

First Day

June 13

Census Day

July 4

Independence Day - College Closed

July 20

July 25-29

Last day to withdraw

Finals Week

Syllabus Created on:

06/06/22 1:34 AM

Last Edited on:

06/06/22 1:38 AM