Welcome to CIS102

Overview

CIS102 examines behaviors necessary to develop and support an effective client service organization. It focuses on methods of increasing the effectiveness of help-desk professionals when responding to a range of customer conditions.

Delivery

This course uses the Blackboard Course Management System to deliver course content. You will be using this system conjunction with your textbook to complete the course requirements.

Competencies

The following competencies will be covered with chapter-level objectives detailed within each assignment.

  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

Assignments

There are 9 chapters assigned from the textbook along with quizzes to be completed in Blackboard. Read the chapter and complete reviews on your own. Click on the quizzes section of Blackboard to complete the respective quiz. Detailed information on the assigned chapter can be found in the assignments section of Blackboard.

This is an 16-week course beginning on your assigned start date. You have 16 weeks to complete all assigned tutorials, assessments and exams by your end date. There are no due dates assigned other than you MUST complete the pre-course assessment and syllabus survey within the first week and you MUST complete the course within 16 weeks.

Assessment

Each chapter gives the student an opportunity to learn new and different objectives in the help desk profession. To assess the students' ability to apply these skills and objectives, a series of questions will be asked at the conclusion of each chapter surrounding the objectives defined for that chapter.

Textbooks

The textbook for this class includes reading and exercises for you to complete in each chapter. The only required items for the students to turn in are the quizzes to be completed at the end of each chapter in Blackboard. Detailed information regarding the textbook can be found in the Course Materials section of Blackboard.

Evaluation and Grading

The grade breakdown and evaluation is detailed in the course syllabus and includes the following:

  • Pre-Course Assessment (1) - 10 points
  • Chapter Quizzes (9) - 450 points
  • Final Exam (1) - 100 points
  • Total of 560 points

Your grades are posted within 3 business days of completing an assignment. Should there be an unannounced delay in receiving a grade, please notify your instructor immediately. Students can view their grades at any time by clicking on the My Grades section of Blackboard.

Communication

If at any time you need to communicate with your instructor, the best way would be via email; however, you can also call or stop by the office. Detailed instructor information regarding email address, phone number, office location and office hours is located in the Instructor information of Blackboard.

Please feel free at any time to contact your instructor with any question you may have about the course.

Starting the Course

To begin the course, click on the Start Here section of Blackboard and follow the instructions step by step.

Completing the Syllabus Survey and the Pre-Course Survey in the Start Here section tasks are considered your first assignment for this course and must be completed the first week from your start date.