INTRODUCTION TO INFORMATION TECHNOLOGYBUA130.I1 Winter 19

Number of Credits: 3Days Class Meets: onlineMeeting Times: onlineLocation: onlineInstructor: Angel Fonseca

Office: WA226DContact Phone: 517.796.8512Contact Email: fonsecaangelm@jccmi.edu Office Hours: Hours at this link

Preferred Communication Method: email

Course DescriptionIn the face of change, an uncertain economy, and intensive competition, the student will learn how to create an unexpected, highly evolving experience, to create customer loyalty and compelling word of mouth customers. The core element of service quality will be applied to both people centered and technology-centered businesses, industries and organizations. The ultimate goal of this course is to help improve students’ abilities to communicate effectively with internal and external customers.

Prerequisite(s)CIS 095*, ENG 085*, ENG 090*

Course ObjectivesThe course goals and objectives incorporate specific General Education Outcomes (GEOs) established by the JC Board of Trustees, administration, and faculty. These goals are in concert with four-year colleges and universities and reflect input from the professional communities we serve. GEOs guarantee students achieve goals necessary for graduation credit, transferability, and professional skills needed in many certification programs. The GEOs and course objectives addressed in this class include the following:

Evaluate the customer service environment• Identify what and who is a customer• Apply techniques for creating customer loyalty with

exceptional service and strategies Implement essential customer service skills

• Relate critical customer workplace skills• Implement problem solving skills

• Classify extreme customers and apply customer retention skills• Manage customer service strategies

Execute appropriate communication behaviors• Identify communication essentials for internal/external customers• Gather performance-enhancing feedback through listening• Analyze nonverbal communication, dress and manners• Formulate models for telephone and digital communications.

TextbookThis is a Text Book Zero! Course: You may rent an etext for our course, or you have the option of renting or buying a printed text. This is a Cengage product, and you may already subscribe to Cengage Unlimited – which then makes this text free. You may seek it out in Chegg ( HYPERLINK "https://www.chegg.com/textbooks/the-world-of-customer-service-3rd-edition-9780840064240-0840064241?trackid=27b30164&strackid=0d27e016" Chegg link) or Amazon (HYPERLINK "https://www.amazon.com/World-Customer-Service-Pattie-Gibson/dp/0840064241"Amazon link)…I will have a copy in the library for you to check out for a few hours at a time, if you want to see the printed copy periodically.

The World of Customer Service, 3rd Edition, Gibson ISBN-13: 978-0840064240

EquipmentYou must have access to an Internet connected computer. You are also expected to have "backup computer" plans; at a friend's computer, a relative's computer, JC, or at a library. Establish computer plans in case your usual computer access is disrupted during the semester. The course will continue to move along regardless of whether or not your computer works. I provide instructional support, not computer support. It is your responsibility to establish and maintain technical connections. If your computer does not work for any period of time, you are expected to find a way to do the work.

Grading ProcedureEach week you will use JetNet and your internet browser to complete a set of activities, discussions, readings, video-viewings, and self-assessments. After studying the course materials each week, you will analyze the readings, videos, activities and self-assessments (not just reporting the results of the self-assessments) and apply them to you and then practice with your customers rather like a lab experiment. You’ll report the results and create a plan for improvement, each week. Your final course project will be the Impact Project where you report on the documented and overall results of each week’s work (lab experiments) and the culminating impact. It may not be your final work as many students remark how they continue with their efforts long after the coursework is completed.

Late assignments will be accepted with a 50% deduction up until the red “drop dead” date on the course calendar. If this is abused, I reserve the right to refuse late assignments. Review the course calendar for the final date allowed to submit late work.

Grading ScaleGPA Grade Range4.0 94-100%3.5 88-93%3.0 82-87%2.5 76-81%2.0 70-75%1.5 64-69%1.0 58-63%0.5 52-57%0.0 0-51%

Activities (subject to change)

Intro 5 ptsCourse quiz 10 pts3 Module Assignments (100 pts) 300 pts12 Quizzes (20 pts) 240 ptsFinal Project 100 ptsFinal Exam 100 ptsTotal = 735 pts

Academic Honesty PolicyAcademic honesty is expected of all students. Academic Honesty is defined as ethical behavior that includes student production of their own work and not representing others' work as their own, by cheating or by helping others to do so.

Plagiarism is defined as the failure to give credit for the use of material from outside sources.

• Plagiarism includes but is not limited to: • Submitting other's work as your own• Using data, illustrations, pictures, quotations, or paraphrases from other

sources without adequate documentation• Reusing significant, identical or nearly identical portions of one’s own prior

work without acknowledging that one is doing so or without citing this original work (self-plagiarism)

Cheating is defined as obtaining answers/material from an outside source without authorization. Cheating includes, but is not limited to:

• Plagiarizing in any form• Using notes/books/electronic material without authorization• Copying• Submitting others' work as your own or submitting your work for others• Altering graded work• Falsifying data• Exhibiting other behaviors generally considered unethical• Allowing your work to be submitted by others

Please refer to the Student Handbook for Student Rights and Responsibilities.

CONSEQUENCES: Anyone caught plagiarizing or cheating on an assignment or exam will receive a zero for that project. If caught cheating more than once, the student will receive a zero for the class. All academic dishonesty violations will be reported to the Dean of Occupational Education. While JC encourages students to collaborate in study groups, work teams, and with lab partners, each student should take responsibility for accurately representing his/her own contribution. File sharing is NOT collaborating; it is cheating and violates academic honesty policy!

Course ManagementBe respectful of your instructor and your peers. This is a learning community – and we all will learn something – so be positive and encouraging of those around you. Any behavior considered being disruptive, disrespectful, inappropriate, or threatening will be addressed by the instructor and/or security and/or the Dean of Students.

Consequences may involve deduction of points/grade and/or may include removal from class.

HelpTutors (plus additional services for academic success) can be accessed by calling 796-8415 or by stopping by the Center for Student Success (see this link: https://www.jccmi.edu/center-for-student-success/tutoring-center/). Students requiring special assistance (including those affected by the Americans with Disabilities Act) should contact the Center for Student Success. This is the first step in acquiring the appropriate accommodations to facilitate your learning.It is important to contact a Center for Student Success professional prior to the start of the semester in order to receive accommodations in a timely manner. While we will make every effort to coordinate accommodations in a timely manner, failure to self-identify prior to the start of the semester may delay notification to instructors and timeliness of acquiring accommodations. Accommodations do not automatically carry over to the next semester.

https://www.jccmi.edu/center-for-student-success/accommodations-for-students-with-disabilities/

Important Dates: Fall 2018

Semester Dates Jan. 14 – May 5, 2019Learning Days Jan. 9 – 11, 2019Day and evening classes begin Jan. 14, 2019In-Service Day Feb. 1, 2019 No classesMid-Semester Break March 11-17, 2019 No classesCommencement May 4, 2019End of Winter Semester May 5, 2019Grades Due May 7, 2019

Student ResponsibilitiesRequirements beyond scheduled classes or laboratories, e.g., clinicals, extra credit assignments, TBA sessions, field placement, special project instructions, contract learning conditions, study hours required outside class, unscheduled class meetings, attendance at concerts or other required events.

Attendance/Participation PolicyIn compliance with Federal Title IV funding requirements, as well as college initiatives, reporting of student participation in classes will occur at three designated times each semester. Instructors will assign one of three non-transcripted letter symbols to each student during each reporting period (see below). Students identified as no longer participating will be dropped or administratively withdrawn from the class, and students identified as needing academic assistance will be contacted.

Participation/Progress Symbols

H – The student is not doing acceptable work and needs Help to be successful. Q – The student has not participated and the instructor believes they have

unofficially withdrawn (Quit). These students will be dropped/withdrawn from the class.

V – The instructor Verifies that the student is participating and doing acceptable work.

Your success will depend greatly on your participation in class, time spent completing assignments, and time practicing on the computer. Attendance will be reported periodically to the Registrar’s Office. It is ultimately the responsibility of the student to withdraw from the course. You should also contact your instructor when considering a withdrawal.