GRADING SYSTEM:
This course is divided into 2 Modules.  Each Module will cover a specific set of chapters and at the end of each chapter, there will be a Chapter Homework Assignment that you will access LearnSmart using MHConnect software and a discussion.  Each Module will contain one Exam.  Each student will be responsible for developing a comprehensive Customer Relationship Plan that you will work on throughout the semester. 

EXAM ONE, 225 points (Chapters 1, 2, 3, 4, 5)
EXAM TWO,  225 points (Chapters  6, 7, 8, 9, 10)
Discussions, 20 points each (200 points total)
LearnSmart Chapter Assignments (1-10), 20 points each; 200 total possible
Customer Relationship Touchpoint Plan Assignment, 110 points
Mandatory Orientation Quiz in Blackboard, 20 points
Mandatory Welcome Self-Introduction Discussion, 20 points
*Extra Credit assignments (2), 25 points each; 50 points possible

Exams = 450 points, Customer Relationship Plan Assignment = 110 points, Discussions = 200 points, Chapter Assignments = 200 points, Orientation Quiz = 10 points, Self-Introduction = 10 points

Important Dates for Spring 2024:

Exam One: 3/5/24
Exam Two: 4/23/24
Customer Service Plan: 5/7/24
Last Day to Withdraw:  April 22, 2024
Spring Break: March 10-17, 2024

COURSE POLICIES:

The Use of  Artificial Intelligence (AI): Any work written, developed, created, or inspired by artificial intelligence (AI) will be considered plagiarism and will not be tolerated.  While there are many new and exciting developments with AI in the marketing industry, in terms of education and learning your original work is irreplaceable. Your purpose as a student is to learn from your own experiences and apply these experiences in authentic and creative ways.  Using AI robs you of the opportunity to think critically and apply the knowledge you are working so hard to achieve.  If it it believed that your work is not entirely your own you will be held responsible under the College Academic Integrity Process.

Attendance/Class Participation
Regular and timely class participation in discussions and completion of work is expected of all students.  Discussions will be offered for participation asynchronously in an online discussion board forum or through a virtual synchronous session via Zoom. 

The instructor is required to submit a formal attendance certificate by January 31, 2024.  Any students who have failed to participate in the course by this date will be withdrawn from the course automatically by the college.

If attendance or compliance with other course policies is unsatisfactory, the instructor may withdraw students from the class.

Missed Exam and Late Work Policies:

• MISSED EXAMS – If you miss an exam you have 48 hours to contact me to request a make-up exam. Permission for a make-up exam will only be granted under extreme circumstances. Lack of preparation is not considered an extreme circumstance and will not be awarded a make-up option. The final must be taken at the scheduled time.  There is NO make-up for the final
• Assignments will NOT be accepted late.  All deadlines are absolute. 
• Academic work submitted will be your thoughts, research, or self-expression. 
• Absolutely no plagiarism.

Required Textbook and Supporting Materials

• Digital access to the McGraw-Hill Connect materials for this textbook.

A copy of the Textbook:Lucas, R. W. (2023). Customer service: Skills for success. McGraw Hill. 8th edition.  ISBN: 9781265013776(ebook)

The text and materials for this course is part of the First Day Access (FDA) program at ACC.  These items are part of your tuition when you enroll in this course unless you opt-out. It is NOT recommended that you Opt-Out, as these materials are required to complete the course. You can choose to Opt-Out on the first day of class, but you will be responsible for purchasing your course materials at the full retail price and access to your materials may be suspended. For more information and FAQs go to customercare.bncollege.com

If you choose to Opt-Out please be advised that you are responsible for obtaining the material required for this course which has been customized to the specifications of this class.  During the course, you will be required to complete multiple assignments using MHConnect,  an innovative online learning system that is integrated with the text and proven to help students achieve greater success.  Assignments completed in MHConnect will make up a significant portion of your total grade in this course, so you should arrange access immediately. 

Hardware/Software:

• A computer/iPad. A cell phone is not sufficent. 
• A working webcam.  It can be an auxiliary webcam that you plug into your computer OR a built-in camera.
• Reliable internet access.
• Minimum operating system of Windows 10 for PC’s  or  Mac OS X for Mac’s. Please note: Microsoft 10 in “S” mode or Chromebooks will not allow proper access to the course or the exams.
• Download the Respondus LockDown Browser. Review the System requirements for the complete requirements. In addition to the brief informational video, a Student Quick Start Guide is also available.

COURSE OUTLINE/CALENDAR: Please note that schedule changes may occur during the semester.  Any changes will be posted as a Blackboard Announcement.   

• Customer Service Plan Students will complete a comprehensive customer service plan which they will work on in groups.
• Discussions: Students will discuss a topic provided by the instructor.  Students have the option of attending a virtual discussion or using the online discussion board.
• Exams: Each exam will be taken remotely (using RespondusLockDown Monitor). Exams will consist of 45 multiple-choice questions on topics from the textbook. A webcam is required for remote exams. Chromebooks and Microsoft “S” mode will not support the exam software.
• LearnSmart Chapter Assignments.  Completed in MHConnect.
• Extra Credit: Submit(in Blackboard) a summary of a self-sourced, relatable marketing article with a 1-page summary.

STUDENT LEARNING COURSE OUTCOMES:
1. Understand how customer relations is related to other business functions and its importance to the success of the business entity.

2. Understand the importance of customer relations.

3. Be able to identify, analyze general principles of customer service.

4. Understand customer relations as it relates to the global environment.

5. Chapter objectives that appear in the textbook

COURSE RATIONALE: 

The purpose of this course is to prepare the student to address general principles of customer service including skills, knowledge, attitudes and behaviors pertinent to the professional development of the student. This course will help students develop the understanding and skills necessary to become successful in customer relations.

Customer Relations is not just about textbook learning: it challenges students to use their critical/creative skills in all aspects of Customer Relations, not just those covered in this course.

CLICK HERE FOR ACCESS THE THE FULL SYLLABUS FOR SPRING 2024