Customer

Frederick Community College
BU 274-1 Customer Relations Index# 1968
Fall 2013

Class Starts:
January 27, 2014
Class Ends:
May 16, 2014
Last day to withdraw:
April 12, 2014

Instructor Information:
Name: Samantha Robertson
Office: N/A
E-mail: srobertson@frederick.edu
Cell Number: 443-206-4586
Office Hours: Available on request
Campus Mail Box Number: 750

Course Information:
Credits: 3

Prerequisites: EN 50, EN 52
Co-requisites: None
On-campus Meetings: N/A
Meeting Time: Online

Course Description:
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.

Core Learning Outcomes:
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 mystery shopper form.
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. Evaluate the four step model of customer relations standards.

Instructional Methods:
Lecture and related online discussion activities
Multimedia presentations
Video
Group exercises/discussions
Homework problem-solving reviews
Text for the Course:
Required: Customer Service: Career Success through Customer Satisfaction, Fifth Edition, Paul R. Timm, 2014, Prentice Hall Publishing Company with the companion access code for the textbook Online Resources

Time Commitment for Academic Success
At Frederick Community College, in all online credit courses, students are expected to invest a minimum of 37 hours of “time on task” per credit. For example, in a 3-credit online course, students can expect to spend 112 hours for their course work. In a traditional 15-week, 3-credit online course, students should expect to invest an average minimum of 7.5 hours of course work per week.
In a 3-credit hybrid course students are expected to spend at least 18 hours of on-campus instructional time and should invest a minimum of 94 additional hours of ”time on task” for course work.

Evaluation Methods:
Tests/Quizzes/Exams/Assignments
Point Value
Final Grade Scale
Chapter Case Studies (1-14) 20 points each
280
A = 90-100%
Chapter Activities (1-14) 15 points each
210
B = 80-89%
Chapter Quizzes (1-14)
10 points each
140
C = 70-79%
Chapter Discussion Board (1-14) 5 points each
70
D = 60-69%
Test 1
100
F = 0-59%
Test 2
100

Secret Shopper Paper
100

Total
1000

Examination Policy: All exams must be taken when scheduled unless prior notification is received. Failure to notify the instructor in advance may result in penalties being assessed at the instructor’s discretion. All assignments must be turned in when due. Failure to do so may result in penalties being assessed at the instructor’s discretion.

Progress Report:
Students will receive a graded evaluation by the sixth week of the class, but can inquire via BlackBoard at any time.

Participation Policy:
Your presence online is expected.
1. You are expected to review and complete all assignments by the due date and time. You should receive feedback on assignments within a week unless otherwise specified.
2. You are expected to read the Course Announcements at least weekly.
3. You are expected to participate in any online discussions.
4. You are expected to take one exam (date to be determined) at the on campus testing center.

Time Commitment for Academic Success
At Frederick Community College, in all online credit courses, students are expected to invest a minimum of 37 hours of “time on task” per credit. For example, in a 3-credit online course, students can expect to spend 112 hours for their course work. In a traditional 15-week, 3-credit online course, students should expect to invest an average minimum of 7.5 hours of course work per week.
Student Services
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 .

Codes of Academic Integrity and Student Conduct
Students are required to uphold the Code of Academic Integrity and the Code of Student Conduct. Students who violate either of these codes may receive a failing grade in the class. Information about these codes and other student policies, procedures, and penalties is available on the Student Policy and Procedures web page at http://www.frederick.edu/student_services/studentpolicies.aspx .

Email Communication
All students will receive and be expected to use their FCC email address for their correspondence with faculty and staff at the college. Students can establish and access their FCC email accounts at the login page: https://myfcc.frederick.edu.

TOPICAL OUTLINE

Week
Dates
Text Chapter
Content
Estimated
Hours Required
1
1/27/14
Chapter 1
Know Why Service Matters
8-10
2
2/3/14
Chapter 2
Use Behaviors that Engage Your Customers
8-10
3
2/10/14
Chapter 3
Listen to Your Customer
8-10
4
2/17/14
Chapter 4
Use the Telephone Well for Good Service
8-10
5
2/24/14
Chapter 5
Use Friendly Web Sites and Electronic Comm.
8-10
6
3/3/14
Chapter 6
Recognize and Deal with Customer Turnoffs
8-10
7
3/10/14
Chapter 7
Insight into Emerging Trends
8-10
8
3/17/14
Test 1
Take this Test at the FCC Testing Center this week. It covers Chapters 1-7
4-6
9
3/31/14
Chapter 8
Get Customer Feedback
8-10
10
4/7/14
Chapter 9
Recover the Potentially Lost Customer
8-10

4/12/14

LAST DAY TO WITHDRAW

11
4/14/14
Chapter 10
Exceed Expectations with Value 8-10
12
4/21/14
Chapter 11
Exceed Expectations with Information
8-10
13
4/28/14
Chapter 12
Exceed Customer Expectations with Convenience
8-10
14
5/5/14
Chapter 13
Dealing Emotional Labor
8-10
15
5/12/14
Chapter 14
Get Employees to Give Great Service
TEST 2 Chapters 8-14! Take at home via Blackboard. Due May 16, 2014!
8-10
4-6

TOTAL
~ 120-140

TOPICAL OUTLINE MAY BE CHANGED AT THE DISCRETION OF THE INSTRUCTOR.