CIS102 Syllabus: Interpersonal and Customer Service Skills for IT Professionals

College Course Number: CIS102

Section: 20646

Semester: Spring, 2009

Delivery: Online

Instructor: Rachelle Hall

Instructor Office Location: 01-126

Email: rachelle.hall@gcmail.maricopa.edu

Instructor Web Page: Rachelle Hall

Instructor Phone: 623-845-3231

Campus: Glendale Community College

Course Description

Examines behaviors necessary to develop and support an effective client service organization. Focuses on methods of increasing the effectiveness of help-desk professionals when responding to a range of customer conditions.

Course Competencies

  • Identify and describe and key components of a customer-focused organization.
  • Develop listening and oral communication skills.
  • Evaluate personality types and the effect on interpersonal relationships.
  • 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.
  • Describe career paths according to personality types.
  • Discuss the role of the information technology professional and how to establish professional relationships.

Pre-requisites or Co-requisites

None.

Text

A Guide to Customer Service Skills for the Help Desk Professional >> Second Edition

ISBN: 0-619-21641-7

Course will be administered through the Blackboard Learning System.

Required Supplies

There are no supplies required for this course. There is; however, a computer connection required. If you plan to work and complete your courses from a remote connection, you will be expected to provide your own access to the course materials online. If you do not have such access, you have these available to you via the campus computers. Please see the hours of operation for the High Tech Center.

Attendance Policy

Distance Learning means you do not have a specific date and time to attend class; instead, you complete your course work in the HTC or other location at your convenience. In addition, Distance Learning means that you are self-disciplined and will set aside at least 4 hours (approximately) each week for completing the course work.

You MUST, however, begin the course within the first week of your start date or you could be withdrawn from the course. Start and end dates are displayed in both Blackboard in the My Grades section as well as online in MyMaricopa.

If you cannot complete the course with a passing grade, be sure to withdraw officially from the course. If not, a failing grade may be on your college record. Students are responsible for the policies outlined in the college general catalog.

Students have the right to observe major, required religious holidays.

The college will make reasonable accommodations for persons with documented disabilities. Student should notify Student Services (623-845-3080) and their instructors for any special needs.

Withdrawal Policy / Reinstatement Policy

Students are primarily responsible for withdrawing from a class. If you have failed to withdraw and have not completed all course work, you will be graded based on a score of zero (0) for any uncompleted work. This could result in an F for your final grade.

If you are not going to be able to complete your course work, withdraw from the course to ensure that you do not receive a failing grade on your transcript. The official date of withdraw is the date the withdraw request is received in the Office of Admissions and Records.

If after the first week from your start date no assignments have yet been completed, including the pre-course assessment and the syllabus survey, you will be withdrawn from the course.

If you have been WITHDRAWN and feel it is in error, contact your instructor or the college in accordance with the information in the General Catalog.

If you are receiving financial aid of any kind, it is your responsibility to protect your eligibility to receive financial aid by meeting the attendance requirements of this class.

Extension Policy

Since CIS102, Interpersonal and Customer Service Skills for IT Professionals is a one (1) credit course, extensions will not be granted for this course.

Evaluation

Final grades are determined by total points accumulated based on the following scale: (Note: Your instructor reserves the right to make subjective judgments to grades in certain cases.)

Item Description

Points
Pre-Course Assessment
10
Chapter Assignments (9 @ 50 points each)
450
Final Exam
100
Total
560

 

Points
Grade
504 - 560
A
448 - 503
B
392 - 447
C
336 - 391
D
Below 335
F

Final Grade Options

Letter grade Awarded if a student completes all work, including the final exam. For example: A, B, C, D, F
W
 Withdrawn - awarded if a student stops participating in class and officially withdraws from class or is withdrawn by the instructor for non-participation and student's work has been acceptable (passing) quality.
Y
 Withdrawn Failing - awarded if a student does not complete coursework in accordance with guidelines including the final exam and does not contact the instructor requesting an incomplete and student's work has not been of acceptable quality.
I

Incomplete - awarded if a student does not take the final exam but does notify the instructor and commits to a contract for completion. Students receiving an "I" must make up the final by appointment only, within the time frame specified by the instructor in the contract.

Requests are not automatically granted. The instructor will consider granting an incomplete only when all coursework is up to date and has been of acceptable quality and the student must miss the final exam through circumstances beyond the student's control. Students who know ahead of time that they will be unable to take the exam on the specified date should contact the instructor.

This course is distance learning; however, you will want to complete the course with the 16 weeks assigned to you. Since the college records are kept on a semester basis, a grade must be submitted at the end of the semester or at the time of your end date. Make sure you are aware of the policy of completing the course within the semester if you are receiving financial aid. Please see financial aid for further information.

Assignment Information

You will be using Blackboard for all your assignments. At the end of each chapter in your text, you will be submitting the assignment for that respective chapter through Blackboard via a chapter quiz. Once you have completed the assignment, your grade will post automatically unless fill-in or essay questions are included on the quiz. Then the grade will be posted after the instructor has graded those question types.

Should you dispute your assignment score, or you experience difficulty with Blackboard, please contact your instructor at once. You will not be allowed to resubmit assignments for this course. Check your work carefully before submitting assignments.

Test Information

Exam will be taken through Blackboard.

Time Management

You will be successful in a Distance Learning course if you do not procrastinate. The HTC is open long hours to serve your needs. The hours of the HTC are posted in both High Tech Center I and II and online.

Syllabus Survey

Upon completing your review of this course syllabus, students need to go to the Surveys section of Blackboard to complete the syllabus survey. The completion of this survey will serve as acknowledgment the student has read and received the course syllabus.