Cape Fear Community College
MKT-223-I1S, Customer Service
Instructor: Omar Noor Al-Deen
Office # : NA-326
Voicemail # (910) 362-7251
Email oynooral-deen52@mail.cfcc.edu
Section #: I1S......a DE (distance ed) course
Course Description
Course Goals
Required Course Book and Supplies
Prerequisities & Corequisities
Performance Expectations and Attendance
Further Notes
Grading System
Grading Scale
Weekly Class Schedule
Standard Disclaimer and a Note :
COURSE DESCRIPTION :
This course stresses the importance of customer relations in the business world. Emphasis is placed on learning how to respond to complex customer requirements and to efficiently handle stressful situations. Upon completion, students should be able to demonstrate the ability to handle customer relations.
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COURSE GOALS :
Define services marketing.
Discuss in detail the fundamental concepts and strategies that differentiate the marketing of services from the marketing of tangible goods.
Learn to manage the service encounter .
Focus on methods for tracking service failures and employee recovery efforts.
Examine various customer retention strategies.
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REQUIRED COURSE BOOK and SUPPLIES :
Lovelock, C. and Wirtz, J. ; Services Marketing; People, Technology, Strategy. 7th Edition (2011). New Jersey: Pearson_Prentice-Hall Publishing.
(ISBN: 13: 978-0-13-610721-7)
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PreREQUISITIES / Co-REQUISITIES
Prerequisities: None
Corequisities: None
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PERFORMANCE EXPECTATIONS and ATTENDANCE :
The following are the primary expectations of all students: self-directed work toward completion of assignments, on-time completion of assignments, participation in all online classes, and effective personal leadership and management. Moreover, it is important to keep in mind the following:
Students are expected to have knowledge of and access to a functional computer because this is by definition an 'online' course.
Class participation is strongly desirable. In an online course, this means at least sending appropriate feedback via email or joining in our occasional discussions in the chat room, and so forth.
Learn to use your Web Portal account ( https://my.cfcc.edu ) for this class. This 'free' service for all CFCC students will give you access to both the incoming emails and anouncements from me to you as well as your grades that you accrue for the various assignments and tests in this course.
Note: This is the official CFCC Web Portal statement:
myCFCC is your student web portal - there you can access your class websites, email, and WebAdvisor (official academic info such as grades, transcripts, schedules, etc). Your official CFCC-provided email account is to be used for all e-mail correspondence with your instructors and CFCC staff. Some information from CFCC will ONLY be emailed to this address, and not sent through postal mail, so it is very important that you check this account. To access this account, visit the myCFCC portal - there is a link to the portal near the top of the CFCC.edu website. Login and click the Email link. Your username is part of your email address: user@mail.cfcc.edu. (Note if you've had a CFCC email address in the past, this one differs because we've changed 'email' to 'mail' in the address.) This email account is provided to you as long as you are enrolled in classes (you can take the summer off), and may be used for personal email as well as academic email. The class websites linked from the portal are automatically created for every class - it is up to the instructors to decide whether and how to use them. Even if they are not used, you can send an email to your instructor by clicking the Send Email link on your class homepageemail.
In the 'non-Internet' classes (i.e.; the traditional 'Brick & Mortar' classroom experience), it is noteworthy that students are required to attend class and to maintain a demeanor therein which is in accordance with the policies of CFCC. Students must be in attendance at least eighty (80%) percent
of the clock hours of a course to receive credit for the course. Those who do not meet minimum attendance requirements will be given the grade of “F”, which will be computed in the student's grade point average as a failing grade. If they anticipate missing more than the required clock {class} hours, it may be wisest for such students to utilize a 'Withdrawal form' in a timely fashion. For further explanation of the CFCC Attendance policy consult the CFCC 2010-2011 Catalog and Student Handbook ( p. 19).
Although our MKT-223-I1 course will not be directly subject to attending class during a pre-determined time period (you have the flexibility of the online medium), you will still have to submit assignments, to participate, and to take the two tests on schedule in order to acquire the necessary grade to pass this course. Please take note that CFCC has updated its Attendance Policy for Distance Learning (DL) Courses. Basically, that policy states that, “Attendance in (Online) courses is measured not only by initial log-in (first 8 days of the semester) but also by completing 80% of the required coursework” (CFCC 2010-2011 Catalog and Student Handbook, p. 19 ). In part, that policy essentially points out that missing 20% of the required coursework equals an F for the course. For our class, please realize that this means missing 20 percent of the “Participation” , “ Tests”, and/or “HWAs” (Homework Assignments ) as per our class Syllabus and detailed further in the upcoming Grade Report . Obviously, if any student elects not to take the tests or repeatedly scores poorly in the assignments, he/she will unfortunately and most likely be destined to not pass the course irrespective of their ‘attendance’ pattern in that class. Simply recognize for now that CFCC essentially wants all ‘Online’ students to take part (attend) their course during the semester!
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FURTHER NOTES :
It is the policy of the instructor not to allow for make-up of examinations, unless notified beforehand and accompanied thereafter by a bonafide (per the instructor's evaluation) and documented emergency {e.g.; hospital or court}. This policy will also be applied to any case where a student seeks to avoid a grade reduction for a late Homework Assignment ( HWA ).
For this class, all HWA (specifically, the emailed 'attachments') must be submitted in the requested software which be Microsoft Word.
HWA must be submitted to the instructor on the 'DUE Date'. Allow me to mention that I shall routinely update your Grade Report which will reflect your particular grade within a matter of a few days after the conclusion of a 'Due Date' for each assignment. In the event that your Grade Report indicates that I have not received a particular assignment at that point (reflected by a 'zero' on your Grade Report for that respective assignment), you will will have exactly five days after the transmission of that edition of your Grade Report to email a 'Proof-of-Delivery" (i.e.; electronically 'Forward' your original 'Sent' copy of the emailed assignment if it was previously transmitted on time). Failure to supply such verification via email within that specfic period of opportunity will result in the 'zero' grade remaining permanent for this course thereafter!
Tests will generally consist of Multiple Choice plus True/False questions based on the material that we cover in our textbooks. Please note that both of the tests will be given in a classroom with me present; and, I shall offer each test twice (once during the day and once in the evening) on weekdays for which at least the majority of the class have accepted beforehand. In the event that you cannot come to the CFCC-North campus to take either of these two tests, let me know at least two weeks before each scheduled exam in order that I have time to get them proctored at another community college of your choosing (although the time and date of the exams will remain constant for the entire class). At least one week before the scheduled week of the exam (see Weekly Schedule below), I shall email to the entire class the specifc date and times of each of the exams.
You must always adhere to the CFCC Computer Acceptable Use Policy (CFCC 2010-2011 Catalog and Student Handbook , pp. 47-48).
All students in this class must comply with the CFCC policies that pertain to academic honesty at this institution and specifically as they relate to issues such as Cheating and Plagiarism (CFCC 2010-2011 Catalog and Student Handbook, pp. 23-24). Stated plainly, if you violate these policies in relation to any assigned task (e.g.; test, assignment) in this class, then you will receive a numerical grade of zero for that task! And in that context, it is helpful to recognize one's subsequent entitlement to a CFCC Right of Appeal.
Absolutely no mobile devices (e.g. turn cell phones OFF; do not engage in text messaging) should be in use during our class (testing) period.
Tobacco use is prohibited on all CFCC property. The first offense is warning and the second offense may result in disciplinary action.
Per CFCC policy (Catalog and Student Handbook ), children cannot be taken into classrooms, laboratories or shops unless authorized by College personnel. Please be advised that, in part due to liability issues, children are not allowed into any classroom!
Finally, it is noteworthy that CFCC seeks "to operate programs, activities, and services to ensure that no otherwise qualified individuals with a disability shall be excluded from participating in, be denied the benefit of, or be subjected to discrimination under any such program, activity, or service solely by reason of their disability. Disability Support Services
provides numerous services that assist students in reaching their academic goals."
(CFCC 2010-2011 Catalog and Student Handbook , p. 9). Thus, students with disabilities or needing reasonable accommodation in this course (such as extended testing time), must register with the Office of Disability Services in Student Services at the Downtown Campus (Phone #: 910-362-7158). Students are required to provide a copy of the Accommodation Letter as soon as possible, preferably by the end of the first week of classes. You should then meet with me to make mutually agreeable arrangements based on the recommendations of the Accommodation Letter.
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GRADING SYSTEM :
Grade Composition
Component of Grade
|
Percentage of Grade ( %) |
Exams (Midterm, Final) |
30 |
Introduction |
2 |
Group Discussion |
8 |
HWAs (six) |
30 |
Project |
30 |
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GRADING SCALE :
Resulting Grade
Range of Percentage |
Letter Grade ( result ) |
100% - 92% |
A |
91% - 84% |
B |
83% - 76% |
C |
75% - 68% |
D |
67% and below... |
F |
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WEEKLY CLASS SCHEDULE :
Weekly Agenda
( upcoming Tests & HWAs announced via Emails)
Week of....(2011)
|
Chapter/Topic ( result ) |
15May |
Ch1, New Perspectives |
22May |
Ch2, Consumer Behavior |
22May |
Ch3, Positioning Services |
29May |
Ch4, Developing Service Products |
5June |
Ch5, Distribution Channels |
5June |
Ch6, Prices & Revenue |
12June |
Ch7, Promoting Services |
19June |
Ch8, Managing Processes |
19June |
MIDTERM Exam (Ch. 1-7) |
26June |
Ch9, Demand & Productivity |
26June |
Ch10, Service Environment |
3July |
Ch11, Managing People |
10July |
Ch12, Building Loyalty |
10July |
Ch13, Service Recovery |
17July |
Ch14, Improve Quality |
17July |
Discussion Group |
24July |
FINAL Exam (Ch. 8-14), Project |
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STANDARD DISCLAIMER & a NOTE :
Disclaimer : Information contained in this syllabus was, to the best knowledge of the instructor, considered correct and complete when distributed for use at the beginning of the semester. However, this syllabus should not be considered a contract between Cape Fear Community College and any student, nor between the instructor and any student. The instructor reserves the right, acting within the policies and procedures of the college, to make changes in course content or instructional techniques without notice or obligation.
Note : Homework Assignments ( HWAs ) will be assigned periodically. They must be handed in by the assigned 'Due Date' and these assignments are to be prepared by you alone!
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Last update:
May 12, 2011
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