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***** YOU MUST READ THIS SYLLABUS CAREFULLY THEN PRINT THIS OUT FOR YOUR FILES *****
Total Course Information and Syllabus
CIS 102 – Customer Service for I.T. Professionals #31599
Fall 2014
8/25 to 10/17 FRIDAY END OF CLASS
ONLINE
Canvas Class Login: http://learn.maricopa.edu
PVCC Online Hub: http://www2.pvc.maricopa.edu/online/
Instructor: James Gordon Patterson
E-mail: JGPatterson.online@paradisevalley.edu
Photography and Faculty Web Page: http://JamesGordonPatterson.com
(If you want to reach me, online is the way to go. If you have a question others would benefit from knowing, post it within the online
classroom. Keep in mind - I live on the Internet!)
PVCC Office: J-122
10:15am to 11:30am MTWTh
Office Hours:
Virtual office hours; E-mail me (jgpatterson.online@pvmail.maricopa.edu) with questions after you have re-read the syllabus and
asked other students! I respond normally within 24 hours of your email.
Textbook: Timm and Jones, Technology and Customer Service.
You may purchase all textbooks and software at the PVCC bookstore OR order online at http://shop.efollett.com/ Or, get the ISBN
numbers of the texts and order from anywhere online! It is far easier to purchase through our bookstore given SAM is a requirement.
Course Objectives:
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1. Identify and describe the key components of a customer focused organization
2. Develop listening and oral communication skills.
3. Evaluate personality types and the effect on interpersonal relationships.
4. Identify and describe methods of successful telephone call management and list the techniques that may be used for effective
response to a variety of customer complaints and/or requests.
5. Describe career paths according to personality types.
6. Discuss the role of the information technology professional and how to establish professional relationships.
Internet access and a browser. I have great luck with MS Internet Explorer. You can use any ISP (Internet Service Provider) you
want. I suggest you add the following two sites to your “bookmarks” (for Netscape) or “favorites” (for Internet Explorer) list so you
can go to the sites quickly.
Canvas Class Login: http://learn.maricopa.edu
You must also have use your own private college email address. DO NOT use your boyfriend/girlfriend, brother, uncle, dad, etc…
email. You also have an automatic Google email address. Go to https://google.maricopa.edu/for more information. This is the email
address I will use for you! All college and course email will go through your Google email!
What else do I want you to do? I want you to become self-motivated and self-reliant. Instead of giving up or asking me, first try to
figure it out yourself. Re-read the syllabus, the chapter, or look it up on the Internet. Then, ask fellow classmates. Email me
(including your FULL name, course and section number in EVERY email to me) only if you’ve tried everything and everybody else.
I want you to be less reliant on me and more reliant on yourself and your fellow classmates. I also want you to be able to effectively
work together in groups for the group projects. You will also have to be willing to take on learning (for many of you) the new skill of
web page development! Don’t worry; it’s fun and easy. Elementary school kids are posting marvelous web sites. I’m really not
looking for much more than that level.
Who is Jim?
I have a broad academic background. I have degrees and interests in journalism, international relations, instructional technology, business,
and computer information systems. I am also a published author with three books. And I am an avid photographer. I’ve made many
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national conference presentations and conducted training for both corporate and military audiences. Prior to coming to Paradise Valley
C.C., I was an education specialist with the U.S. Army’s Military Intelligence School at Fort Huachuca, AZ. In my younger days, I was a
radio reporter and news director for stations in both Michigan and Arizona. Before teaching at PVCC, I taught at the University of
Phoenix, Jackson (MI) Community College (main campus and prison branch... my captive audience!), Pima C.C., and the University of
Arizona. I have a B.A. from the University of Arizona, a M.A. from Eastern Michigan University, a Certificate in Distance Education
from Thomas Edison State College, an Ed.S. in instructional technology from Valdosta State University, and an M.B.A. from Morehead
State University. I am the campus Faculty Online Learning Coordinator. I am proficient with Mac products like iWeb and iMovie,
Office, and Adobe PhotoShop and Lightroom for editing photos and graphics - see my digital photography site which also links to my
faculty site at http://JamesGordonPatterson.com You will see I have a real passion for photography. I am a member of the National
Association of Photoshop Professionals (NAPP), Wedding and Portrait Photographers International (WPPI), and American Society for
Media Photographers (AMSP).
Class Procedure, Homework, Absences, etc….
This is online. Online doesn’t mean easier. Online is often HARDER. You must be self-reliant, self-motivated, and a bit of an
independent learner. As an experienced online instructor AND online student, my best advice is LOG ON EVERY DAY! Do a little
each day for this class; otherwise, you will fall hopelessly behind. Believe me. I know. And read the announcements I post for the
course within Canvas for any reminders and changes to assignments. This course is a combination of a little bit of weekly lecture (I
don’t want to bore you or me!), group discussion on my lecture, group work completing the MS Office assignments, and individual
hands-on stuff (doing a web page).
Do the reading and homework and hand it in on time. No make-ups and no extra credit. I don’t care what other instructors do,
either. That is my policy. Here’s a quote you will hear me say a million gazillion times: 99% of success is just showing up. Learn to
budget your time and get the material in when it is due. Don’t bother if it is late. Don’t wanna see it. Common traits of those who
have failed this course includes a failure to turn in assignments on time, not reading and following directions, and just not showing up.
Common traits of those who are successful include doing work on time and as assigned, working well with their group, being a
persistent learner who participates fully, and one who goes above and beyond what I want.
You will need regular access to a computer and the Internet. Whether that is at work, home, or in the PVCC computer lab, it doesn’t
matter.
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If you miss something, you are still responsible for it. If you take off for that extended four week tour of the continent with your
relatives, YOU are still responsible to participate in the class and send in the material ON TIME. I have often gone on vacation AND
kept up with teaching or taking an online course. It is possible. It really isn’t that hard. However, if you must be gone for any length
of time, you might consider retaking the course when you can give your all to it. Make friends in here. I encourage students to learn
from the text, from each other, and maybe even from me. Do not rely on me to re-lecture or re-explain material I have already
covered. It’s hard to participate in class if you aren’t logging in!
I retain the right to drop you for non-attendance in the discussion area. If you miss more than two weeks, you might be
dropped with a “Y” (withdraw failing). It is your responsibility to drop the class if you no longer wish to attend. I WILL
NOT DO THAT FOR YOU!
* On emailing me: Sometimes you might need to email me, whether it is to send a zipped group assignment or ask a question.
ALWAYS include your FULL NAME and section number of your class. For instance, CIS 102 #5571. #5571 is an example of a
section number. If you email me about your group, include your full name and the names of your group members, too! NOTE: You
are responsible for responding and reading email to your college email address. Missed messages are your fault, not mine. So
monitor the PVCC email and check at LEAST once a day.
On plagiarism…. Plagiarism is stealing somebody else’s writing or ideas and not giving him or her proper credit. This is wrong. In
the past, students who have plagiarized have received punishments ranging from failing the assignment in question, failing the course,
all the way to being expelled from the college. Hint: DO YOUR OWN WORK! Don’t cheat. Learn more about the plagiarism
problem from http://www.plagiarism.org/faq.html Also see the Indiana University’s web page on plagiarism at
http://education.indiana.edu/~frick/plagiarism/
It is your responsibility to become familiar with PVCC’s drop/add policy. I do not give students a “W” from my courses for nonparticipation and I do not assign “I’s” or incompletes. If you stop participating in class, you must complete an official withdrawal
form through PVCC or you will receive an “F” for the class. I WILL, however, drop you from Canvas after the second week
of class for non-participation.
In Case our Learning Management System Goes Down
It is rare, but sometimes the server that hosts Canvas crashes. The PVCC Center for Distance Learning is always a good contact.
Unless I instruct you otherwise, do not submit work to me via email. We will all weather the storm and resume when the server is
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back up. I do not penalize for late postings if there is a server crash. Just continue your work and we’ll resume when it comes up.
Remember the login instructions I asked you to print out? At the bottom is a contact name if you have problems.
How I Evaluate Weekly Discussion Board Postings
For each chapter, you will have to offer thoughtful complete answers as assigned in the correct discussion board. Post these answers
by Friday of each week. You will also include a question for fellow students on each chapter assigned. You will answer another
students question on each chapter by Sunday of that week. For each chapter done thoroughly, you can receive up to 3 points.
I will evaluate discussion postings based on the following guidelines:
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Post on time. Late postings are not beneficial to the group.
Be concise. Develop your idea in 200 words or less.
Connect your comments to what you are learning in the course.
Reply to other students’ posts. Let them know how useful the post was to you.
Be informative. Go beyond just agreeing or repeating by adding to the conversation.
Bring together or synthesize others’ comments from the discussion.
Illustrate your points with examples.
Relate personal experiences, but be careful not to release confidential information.
Use professional conventions of communication (e.g. etiquette, grammar and word usage).
Base your comments on research from at least one source. Note your sources.
Make sure each answer can stand on its own. In other words, if a reader did not have the questions in front of them, would he
or she understand your answer???
As a bare minimum, you should login to class at least three times a week. To excel in this class, you will want to login at least five
times a week. ONE POST PER WEEK NEVER GETS FULL CREDIT!
DATES
Week One: 8/25
to 8/31
Activities:
Introduce yourself in the classroom
Read Ch. 1 – Recognize the Role of Customer Loyalty in Your Success. Discuss both questions 2 and
3 under “application activities” at the end of the chapter in this week’s discussion board
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Do “Key Terms and Concepts” from the end of the chapter and save as a Word file called “your full
name CIS102 key terms” (you will hand in this Word file containing all eleven end-of-chapter “key
terms and concepts” at the end of the class under ASSIGNMENTS
Week Two: 9/1
to 9/7
Read Ch. 2 – Understand and Deal with Customer Turn-offs. Discuss questions 1, 2, and 3 under
“application activities” at the end of the chapter in this week’s discussion board.
Do “Key Terms and Concepts” from the end of the chapter and add it to your Word file (you will hand
in a Word file containing all eleven end-of-chapter “key terms and concepts” at the end of the class
under ASSIGNMENTS).
Lecture Ch. 3 – Exceeding Expectations for Proactive Loyalty Building. Discuss questions 1, 2, and 3
under “application activities” at the end of the chapter in this week’s discussion board.
Do “Key Terms and Concepts” from the end of the chapter and add it to your Word file (you will hand
in a Word file containing all eleven end-of-chapter “key terms and concepts” at the end of the class
under ASSIGNMENTS).
Week Three: 9/8
to 9/14
Read Ch. 4 – Achieve Loyalty with A-Plus Value and Information. Discuss questions 1 and 2 under
“application activities” at the end of the chapter in this week’s discussion board.
Do “Key Terms and Concepts” from the end of the chapter and add it to your Word file (you will hand
in a Word file containing all eleven end-of-chapter “key terms and concepts” at the end of the class
under ASSIGNMENTS).
Read Ch. 5 – Achieve Loyalty with A-Plus Personality and Convenience. Discuss questions 2 (one
company is fine) under “application activities” at the end of the chapter in this week’s discussion
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board.
Do “Key Terms and Concepts” from the end of the chapter and add it to your Word file (you will hand
in a Word file containing all eleven end-of-chapter “key terms and concepts” at the end of the class
under ASSIGNMENTS).
Week Four: 9/15
to 9/21
Lecture Ch. 6 – Use Effective Call Centers to Build Customer Loyalty. Discuss questions 1, 4, and 5
under “application activities” at the end of the chapter in this week’s discussion board.
Do “Key Terms and Concepts” from the end of the chapter and add it to your Word file (you will hand
in a Word file containing all eleven end-of-chapter “key terms and concepts” at the end of the class
under ASSIGNMENTS).
Take the week to catch up on your “key terms and concepts” work.
Week Five: 9/22
to 9/28
Read Ch. 7 – Offer Help Desks to Build Customer Loyalty. Discuss questions 1 and 4 under
“application activities” at the end of the chapter in this week’s discussion board.
Do “Key Terms and Concepts” from the end of the chapter and add it to your Word file (you will hand
in a Word file containing all eleven end-of-chapter “key terms and concepts” at the end of the class
under ASSIGNMENTS).
Post your final paper idea (focused and specific) to the discussion board AND email me for approval.
Look at chapter subheadings and “notes” at the end of each chapter for ideas on a final paper.
Take the week to catch up on your “key terms and concepts” work.
Week Six: 9/29 to Read Ch. 8 – Apply the Power of CRM to Build Customer Loyalty. Discuss questions 2 and 3 under
“application activities” at the end of the chapter in this week’s discussion board.
10/5
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Do “Key Terms and Concepts” from the end of the chapter and add it to your Word file (you will hand
in a Word file containing all eleven end-of-chapter “key terms and concepts” at the end of the class
under ASSIGNMENTS).
Read Ch. 9 – Design Websites That Build Customer Loyalty. Discuss questions 1 and 2 under
“application activities” at the end of the chapter in this week’s discussion board.
Do “Key Terms and Concepts” from the end of the chapter and add it to your Word file (you will hand
in a Word file containing all eleven end-of-chapter “key terms and concepts” at the end of the class
under ASSIGNMENTS).
Week Seven:
10/6 to 10/12
Read Ch. 10 – Anticipate Future Technology Trends to Build Customer Loyalty. Discuss questions 1
and 5 (advantages and disadvantages of telecommuting) under “application activities” at the end of the
chapter in this week’s discussion board.
Do “Key Terms and Concepts” from the end of the chapter and add it to your Word file (you will hand
in a Word file containing all eleven end-of-chapter “key terms and concepts” at the end of the class
under ASSIGNMENTS).
Read Ch. 11– Understand and Deal with Customer Turn-offs. Discuss questions 2 and 3 under
“application activities” at the end of the chapter in this week’s discussion board.
Do “Key Terms and Concepts” from the end of the chapter and add it to your Word file (you will hand
in a Word file containing all eleven end-of-chapter “key terms and concepts” at the end of the class
under ASSIGNMENTS).
Week Eight:
10/13 to 10/17
Final Paper in ASSIGNMENTS area
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FRIDAY CLASS
ENDS!
Turn in “Key Terms and Concepts” Word file covering all eleven chapters in ASSIGNMENTS area
Grading:
Weekly Discussion Boards covering 11 Chapters = 33 points
Post weekly discussion answers in the discussion board by Friday of each week; Answer another students question by Sunday. ONE
POST PER WEEK NEVER GETS FULL CREDIT!
Chapters one to eleven “Key Terms and Concepts” =33 points
Hand in ONE Word file containing all eleven end of chapter “key terms” by the end of the course under ASSIGNMENTS.
Final Paper = 34 points. Pick a limited and focused topic you find from the text that you want to investigate more in-depth. Five
pages (not including a cover page and sources) written double-spaced in APA style (“Google” APA style if you don’t know and don’t
guess!). Here’s the best site for APA: http://owl.english.purdue.edu/owl/resource/560/01/ Have at LEAST three outside sources not
including the textbook.
Find this exam under ASSIGNMENTS.
90 to 100 = A
80 to 89 = B
70 to 79 = C
60 to 69 = D
< 60 = F
I will Periodically Update Your Grades in the Online Gradebook
TOTAL POINTS
= 100
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Grading Scale:
A = 90-100
B = 80-89
C = 70-79
D = 60-69
F = 00-59
NOTE: By accepting this syllabus, you understand the grading, assignment, and attendance policies I have for this class. This syllabus is subject to change, but
I will announce the change in advance. You also agree to follow the section on campus computer technology (p. C-27) located in the Student Rights and
Responsibilities in the student handbook.
Students with disabilities who believe that they may need accommodations in this class are encouraged to contact Disability Resource Center, BBuilding –119, 602-787-7170.
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