Customer Relationship Management Syllabus for 2023-2024
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Instructor Information

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 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 .

Course

MRKG-1301-001 Customer Relationship Management

Prerequisites

Course Description

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

Student ResourcesStudent Resources Website

Department Expectations

In this course, you are expected to read all assigned materials and agree to abide by the rules and guidelines presented in the department academic integrity policy; by submitting an assignment, you acknowledge this policy. https://drive.google.com/file/d/1VG1NSpxZzc8HDz_ElcnwYALIMYy-tCSl/view?usp=drive_link

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

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.

Hours

(3 sem hrs, 3 lec)

Class Type

Hybrid

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

*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. 

*Optional, purchase a loose-leaf version of the book is available for a discounted price. 

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

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 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

Establishing a Safe, Respectful Classroom Environment 

Learning takes place best when a safe environment is established in the learning environment. I will seek to support an environment that nurtures individual and group differences, encourages engaged, honest discussions, and allows us to communicate across differences. I also hope that together we create a safe environment where everyone feels comfortable to share and explore ideas. In the course of class discussions, it is quite possible that disagreements will arise. I welcome disagreements in the spirit of critical academic exchange, but please be respectful of other points of view, whether you agree with them or not. In this class, derogatory comments based on race, ethnicity, class, gender, sexual orientation, or nationality will not be tolerated. Therefore:

• Everyone gets a fair hearing.
• Seek first to understand, then to be understood.
• Share “air time.”
• If you are offended, say so, and say why.
• Honest disagreements in the spirit of critical academic exchange are encouraged. While you can disagree, don’t personalize it; stick to the issues. No name-calling or stereotyping.

Derogatory comments based on race, ethnicity, class, gender, sexual orientation, or nationality will not be tolerated.

• Speak for yourself, not others.
• One person speaks at a time.
• What we say stays here, unless we agree to change that. What we learn here, though, we can share with others.

Adapted from The Guide for training study circle facilitators (1998) by the Study Circle Resource Center, © Topsfield Foundation

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. 
• If numerous pages, and/or a report is required, APA Style 7th edition formatting will be used. 
• Be prepared on a computer, using 12-point font, double spacing, and a standard print style (e.g., Times New Roman).
• Follow the Publication Manual of the American Psychological Association (APA style) 7th edition in order to write your assignments (e.g., cite within the text, use a direct quote, paraphrase other author’s work, provide a list of references used to compose a paper).
• Be on time. Late work is not accepted.
• Points will be deducted if you go over the page limit of any paper/assignment or if instructions are not followed. The course cover page, abstract, references, and appendix sections are not included in this count.

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.

Submitting Assignments

The “Assignments” section in Blackboard will serve as a central place for you to submit weekly activities. Please include your name and date in the file name for any attachments. Use general titles in the file name like “week 1 assignment” or “interview” in the filename, versus descriptive titles you may use on a title page. All assignments will include a heading: Name, Assignment, Course, Instructor, and Date.

Do not submit assignments through email, they will not be accepted. Submit all assignments in the submission box in Blackboard.

 

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: 40%

Assignments: 30% 

Exams: 30%

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 Tuesdays
• Reply Posts, 150-200 word minimum, due at 11:30 p.m., CST on Saturday of each week; you must reply to a minimum of 2 classmates' posts by Saturday at 11:30 p.m., CST unless otherwise stated.
• Include your name in the title of each post. 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.

Discussion Board Suggestions

 To post to the Discussion Board, enter the Discussion Board area of the course.

Click on the title of the forum you want to enter. Make sure you check your answers for spelling and grammar. When ready to post your answer, click Submit. 

When ready to reply to a response by your classmate, go to the question in the forum and click on the answer of the person you want to reply to. (Do not click on the author's name or you will open an email window.) The selected answer to the question will appear. Click on the Reply button in the lower right corner and type or paste your reply. Click Submit. 

The Discussion Board is not an informal chat room. Your answers and replies should be thoughtful, considerate; collegiate language, and grammar are expected. I recommend that you carefully compose your answers on a word processing program.

Before posting your answers, check them for spelling and grammatical errors, save them, and then copy/paste them to the Discussion Board. It is important that you save your document in your word processing program before you paste it to the discussion board. You may use Google Doc, be sure to save as a Word Doc. 

Replying to Discussion Boards

In addition to writing your own answer, each week you will compose a response to at least 2 answers posted by other students. In your replies to other students you can:

1) Expand on or clarify a point made in the answer.

2) Offer an additional argument to support a position taken in an answer.

3) Suggest ways in which an idea could be more clearly expressed.

4) Identify passages where you think the writer misunderstood a concept or applied it incorrectly.

5) Disagree with a point or position made in an answer.

• If you are disagreeing with the views of another student, please be constructive and respectful. You may criticize a position but not the author. Just writing "Your position on Enron stinks" will not do! State precisely the point you disagree with. (Make sure you have not misinterpreted the writer's position.) Offer reasons why you think their view is incorrect and support your position by citing the text or other sources.

A well-constructed response will include some or all of the following features: 

• There are virtually no errors in punctuation or spelling, grammar, or usage.
• All parts of the question are completed answered.
• Sentences are carefully constructed.
• The words chosen are clear, accurate, and precise.
• All parts of the questions are answered completely.
• Vague or ambiguous terms are clearly defined. Use supporting information is superior: the evidence clearly supports the positions and the evidence is sufficient and specific.
• The ideas reflect critical thinking and insight.
• There is originality in the writer's response. 
• All answers avoid triteness and unsupported generalizations.
• The content has depth and substance.
• The answer or response holds the reader's interest.  

Students are to reflect thoughtfully and exchange ideas on the philosophical topics covered in this course. 

Assignments, Quizzes and Exams

All assignments, discussion boards, quizzes and exams will be open the first day of the course. Students may work ahead if they choose. 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. 

A heading is required on all assignments: Name, Assignment, Course, Instructor, & Date

 

Attendance

Attendance for Hybrid and Tech-Supported Courses

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 Census Day Last Day to Drop August 21, 2023 August 29, 2023 October 3, 2023