BU 274-1 Customer Relations Index# 1968
January 27, 2014
May 16, 2014
Last day to withdraw:
April 12, 2014
Name: Samantha Robertson
Cell Number: 443-206-4586
Office Hours: Available on request
Campus Mail Box Number: 750
Prerequisites: EN 50, EN 52
On-campus Meetings: N/A
Meeting Time: Online
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.
Lecture and related online discussion activities
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.
Final Grade Scale
Chapter Case Studies (1-14) 20 points each
A = 90-100%
Chapter Activities (1-14) 15 points each
B = 80-89%
Chapter Quizzes (1-14)
10 points each
C = 70-79%
Chapter Discussion Board (1-14) 5 points each
D = 60-69%
F = 0-59%
Secret Shopper Paper
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.
Students will receive a graded evaluation by the sixth week of the class, but can inquire via BlackBoard at any time.
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 .
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.
Know Why Service Matters
Use Behaviors that Engage Your Customers
Listen to Your Customer
Use the Telephone Well for Good Service
Use Friendly Web Sites and Electronic Comm.
Recognize and Deal with Customer Turnoffs
Insight into Emerging Trends
Take this Test at the FCC Testing Center this week. It covers Chapters 1-7 4-6
Get Customer Feedback
Recover the Potentially Lost Customer
LAST DAY TO WITHDRAW
Exceed Expectations with Value
Exceed Expectations with Information
Exceed Customer Expectations with Convenience
Dealing Emotional Labor
Get Employees to Give Great Service
TEST 2 Chapters 8-14! Take at home via Blackboard. Due May 16, 2014! 8-10
TOPICAL OUTLINE MAY BE CHANGED AT THE DISCRETION OF THE INSTRUCTOR.