MRKG 1301 - Customer Relationship Management

Business Department

Daniel McLemore, Ed.D.

Daniel.McLemore@lsco.edu

Ron E. Lewis Building Rm. 111

(409) 882-3917

Office Hours: Wednesdays 3:30pm – 5:30pm

Virtual Hours: Wednesdays 3:30pm – 5:30pm

General principles of customer service including skills, knowledge, attitudes, and behaviors.

None

OER Textbook - Customer Centric Strategy, 2nd Edition by Kerri Shields

https://ecampusontario.pressbooks.pub/customercentricstrategy2/

Upon registration, LSCO students are automatically charged $25 per semester credit hour for access to all required textbooks, lab manuals, access codes, and e-books through the Gator Book Pack program. Physical materials may be picked up in Beaumont or shipped for an additional fee. Information and FAQs are available on the LSCO Gator Book Pack webpage. Students have until the second class day of the semester to opt out of the program.

Students are expected to have access to all required materials during the first week of class and are responsible for completing all assigned coursework. Students who do not have access to their materials during the first week should notify the instructor immediately for guidance.

Upon successful completion of this course, students will acquire the following course learning outcomes:

The course is split into 4 modules with 2 weeks in each module. Each weekly folder will be made available just prior to the start of the week. Each week starts on Monday and ends on Sundays. 

Each week will include chapter readings, lecture content, discussions and / or assignments. Some weeks will include a video podcast and a quiz where you will reflect on what you learned from the video podcast. There will be a mid-term exam at the end of week 4 that will cover weeks 1-4 only, and a final exam at the end of week 8 that will cover weeks 5-8 only. The final is not comprehensive.

Module 1

The Foundations of Customer Service

Week 1: What is Customer Service

8/24/26 – 8/30/26

• Introduction Video

• Chapter 1 Lecture: Defining Customer Centricity

• Week 1 Discussion: Introduce Yourself

• Week 1 Assignment: Syllabus Quiz

Week 2: The Role of the Customer Service Representative (CSR)

8/31/26 – 9/6/26

• Chapter 2 Lecture: Being a Customer Service Representative (CSR)

• Week 2 Discussion: Great Customer Service

• Week 2 Assignment: Become a CSR

Module 2:

Building a Customer-Centric Strategy and Team

Week 3: Creating a Customer Service Philosophy

9/7/26 – 9/13/26

• Chapter 3 Lecture: Managing a Customer Service Team

• Week 3 Discussion: Is the Customer Always Right? 

• Video Podcast: Triple R Brothers

• Triple R Brothers Quiz

Week 4: Understanding the Contact Center Environment

9/14/26 – 9/20/26

• Chapter 4: Working in a Customer Contact Center

• Chapter 5: Managing a Customer Contact Center

• Week 4 Assignment Contact Center Job Postings

• Midterm: Module 1 & 2 – Chapters 1-5

Module 3:

Technology and Processes in Customer Service

Week 5: Leading a Customer Service Team

9/21/26 – 9/27/26

• Chapter 6: Using Contact Center Technology to Improve Customer Experience

• Chapter 7: Designing Products, Services, and Processes with Customers in Mind 

• Week 5 Assignment: Improved Technology Example

Week 6: Designing Services with the Customer in Mind

9/28/26 – 10/4/26

• Chapter 8 Lecture: Using Design Thinking to Improve Customer Experience

• Week 6 Discussion: Story Time

• Video Podcast: 5 Under

• 5 Under Quiz

Module 4:

The Bigger Picture of Customer Service

Week 7: Design Thinking in Customer Service

10/5/26 – 10/11/26

• Chapter 9: Building Strong Customer Relationships

• Week 7 Discussion: Customer Centricity and AI

• Video Podcast: Chick-fil-A

• Chick-fil-A Quiz

Week 8: Customer Service as a Marketing Tool

10/12/26 – 10/16/26

• Chapter 10: Leading a Customer-Centric Strategy

• Assignment 8: Who Does it Best and Why?

• Final: Module 3 & 4 – Chapters 6-10

Faculty who suspect violation of academic honesty, cheating, plagiarism, collusion, or abuse of resource materials may assign an academic penalty. Students must be notified of their right to appeal before the academic penalty is imposed.

Students subject to penalty due to academic honesty have the right to appeal the decision. Refer to the current LSCO Catalog for details on the appeal process.

LSCO students are required to use their LSCO email account (Office 365 / Microsoft Outlook) for all electronic communication. In order to ensure the privacy and identity of the student communicating via electronic methods, LSCO faculty will direct students to use their LSCO email accounts rather than personal accounts. If a student has trouble accessing their LSCO email account, they should contact the LSCO Help Desk at (409) 882-3033 or helpdesk@lsco.edu.

Federal regulations require students who receive financial aid to have begun “attending” and participate substantially in each course for which they are enrolled on or before the official census reporting date outlined on the LSCO Academic Calendar. Students documented as “not attending” a course upon the census date are assumed (for financial aid purposes) to have not begun attendance for that course This negatively affects their financial aid eligibility and disbursement and requires the student to repay any financial aid funds that have already been disbursed.

Attendance in an ONLINE course is verified by substantial participation in the course on or before the census date published in the LSCO Academic Calendar. Substantial participation in this online course is defined as logging in and completing/participating in at least one requirement of the course. Note: Simply logging in to your online course does not constitute attendance.

Hybrid classes are a mix of face-to-face and online environments. Students will be expected to attend class during the scheduled meeting time. (Include the policy on absences and tardiness.) In addition to classroom attendance, your weekly active participation in the online component (Blackboard and/or homework software) will be considered and expected.

Hybrid-Flexible (HyFlex) courses utilize a blended course design that allows students to choose how they will ATTEND their class sessions. Students can choose to attend sessions in-person or live online without attending class on campus. A watch later option is available to students taking a HyFlex course, however, students may utilize watch later sessions no more than three classes during an 8-week term or five classes during a 16-week term.

Make up exams may be allowed ONLY in the event of unforeseen emergencies that prevent the student from attending an exam. The event must be documented to the satisfaction of the instructor.

Late assignments will incur a 20% deduction / day up to 5 days. A zero will be given after 5 days.

Online - Since face-to-face meetings in the classroom may be replaced by online meetings through discussion boards, emails, and/or Blackboard Collaborate, students are expected to follow the rules of netiquette in these forums.

Exams are taken online through Blackboard.

Students should use AI technology responsibly and ethically. This includes refraining from using AI to engage in harmful or unethical activities, such as generating false information, spreading misinformation, or engaging in malicious behaviors. The use of AI should align with the principles of academic integrity, honesty, and respect for others. Students are responsible for adhering to LSCO's Academic Honesty policy found in the Catalog. LSCO's full AI policy can be found at AI Policy | Lamar State College Orange (lsco.edu)

For every hour in class (or unit of credit), students should expect to spend at least two to three hours per week studying and completing assignments. For a 3-credit-hour class, students should prepare to allocate approximately six to nine hours per week outside of class in a 16-week session OR approximately twelve to eighteen hours in an 8-week session. All Online/Hybrid students should expect to spend at least as much time in this course as you would in the traditional, face-to-face class.

There are a total of 1,000 points possible in the course. Extra credit opportunities may be provided throughout the course, but are not guaranteed. 

A = 895+ points earned

B = 795 – 894 points earned

C = 695 – 794 points earned

D = 595 – 694 points earned

F = below 594 points earned

Grading Scale: 1,000 points total

Discussions = 5 @ 50 points each = 250 points

Assignments = 5 @ 50 points each = 250 points

Podcast Quizzes = 3 @ 100 points each = 300 points

Tests = 2 @ 100 points each = 200 points

The instructor will respond to emails within 24 hours, excluding weekends and holidays. On weekends and holidays, the instructor will respond to emails from students within 24 hours of the first business day following the weekend or holiday. 

Weekly participation and engagement in the courses are critical for student success. Assignments should be completed by the due date. Students should also refer to the instructor’s attendance policy for additional information. (See LSCO Catalog, Class Attendance.)

If the student has an issue with his/her grade, the instructor must be contacted no later than three (3) days after receiving the grade. 

This syllabus contains information, policies, and procedures for a specific course. By enrolling, the student agrees to read, understand, and abide by the rules, policies, regulations, and ethical standards of Lamar State College Orange as those contained in the current LSCO Catalog and schedule of classes.

The instructor reserves the right to make changes to this syllabus if deemed necessary. All changes will be provided to the students orally or in writing before the implementation of the change.

TimelyCare is a virtual health and well-being platform that is available 24/7 for all non-dual credit enrolled LSCO students. There is no cost to eligible students for this service. TimelyCare providers offer emotional support, mental health counseling, health coaching, psychiatry, and basic needs support. Non-Dual Credit students enrolled in classes can log in to the TimelyCare website or app available at timelycare.com/LSCO.

Any student who faces challenges securing their food, housing, transportation, or childcare for minor dependents and believes this may affect their performance in the course is encouraged to contact the student care office (studentcare@lsco.edu)for guidance on how to access possible resources. Please notify the instructor of your circumstance if you are comfortable doing so.

Lamar State College Orange (LSCO) is an equal opportunity educational institution and does not discriminate against any person regardless of race, sex, color, religion, national origin or ancestry, age, marital status, disability, sexual orientation, gender identity, or veteran status, in admissions, educational programs, student activities or employment. For further information about this policy, contact the Director of Student Care and Accessibility at studentcare@lsco.edu.

LSCO prohibits discrimination, including sexual harassment and retaliation, against any student on the basis of race, color, religion, gender, national origin, disability, or any other basis prohibited by law. Any student who believes that he or she has experienced prohibited conduct or believes that another student has experienced prohibited conduct should immediately report the alleged acts to the Title IX Coordinator, Rebecca Gentry rebecca.gentry@lsco.edu.

LSCO students will access Blackboard through the MyGator portal. Login credentials will use the following format: NetID@my.lsco.edu/Password. For help in identifying your NetID/Password, visit https://www2.lsco.edu/sspr/userinfo1.asp.

Students needing help learning how to navigate Blackboard are encouraged to reach out to LearningTechnology@lsco.edu. Blackboard student resource videos and help-sites are available at https://www.lsco.edu/distanceed/blackboard-student.asp.

Lamar State College Orange provides career advising services to all students and alumni through Career Coach, an online career planning tool. Career Coach assists students through all phases of developing, initiating, and implementing career plans.

Information regarding employment opportunities and career options are provided along with access to live local job postings. Full-time and part-time employment opportunities, as well as internships, are available through Career Coach. Access https://www.lsco.edu/advising/career-planning.asp for more details on how to use LSCO’s Career Coach to plan for and learn more about your future career.

Lamar State College Orange provides currently enrolled students support for daycare and/or transportation costs on a first come first serve basis as funding allows.

Access https://www.lsco.edu/advising/gator-assistance.asp for details on assistance services.

Students needing course content or study skills support are encouraged to make an appointment or walk in to receive tutoring and academic support services. Our series of student success seminars, named Lifesavers, are available Face-to-face, online, and self-paced throughout the semester. Reach out to OASIS@lsco.edu for more information on how students can receive academic support. Visit https://www.lsco.edu/student-life/library/lifesavers.php for more information about Lifesavers.

Students are encouraged to visit library.lsco.edu to find the library’s current operating hours, access the catalog to locate print materials, and access GatorSearch to explore the vast electronic collection. The library provides over 77 electronic database collections that include eBooks, newspapers, magazines, academic journals, and streaming video. The physical library contains a specialized collection of research materials specifically chosen to support the degrees and courses offered. Additionally, Students with research questions or questions about library services are encouraged visit the library in person, call 409-882-3352, access the chat on the library webpage, or to email their question to lscolibrary@lsco.edu.

Under the Texas State System, Lamar State College Orange complies with Section 504 of the Rehabilitation Act of 1973 and the Americans with Disabilities Act of 1990, pertaining to the provision of reasonable academic adjustments/auxiliary aids for students with disability. We strive to provide reasonable academic adjustments/auxiliary aids to students who request and require them.

Students who believe they have a disability requiring an academic adjustment/auxiliary aid are encouraged to contact the Director of Student Care & Accessibility at studentcare@lsco.edu. Students are encouraged to apply before the start of the semester when at all possible. The Accommodation Request Form and details regarding the appropriate documentation needed can be found here: https://www.lsco.edu/advising/disability.asp. Once approved, the signed accommodation form provided by the Director of Student Care & Accessibility must be submitted to the instructor at least two business days in advance of need.

Lamar State College Orange provides currently enrolled students with access to online tutoring through a partnership with Upswing, an online tutoring platform. Tutors are available 24/7 online in almost every subject.

Access https://www.lsco.edu/tutoring/online-tutoring.asp for details on how to log-in to the FREE services.

In the event of an emergency campus closure in excess of three class days, Lamar State College Orange’s classes will continue via the use of Blackboard. In such an instance, the college website, www.lsco.edu, will have information concerning the event and anticipated re-opening plans.

Please be considerate of other classmates’ feelings, ethnic background, cultural differences, situations, and level of maturity. Students will be asked to leave the course if disruptive or inappropriate behavior is exhibited in any of the course requirements. If your instructor feels that you have not contributed appropriately to course requirements, your final course grade may be reduced accordingly.

The instructor reserves the right to manage a positive learning environment and will not tolerate inappropriate conduct in the course. Rude correspondence (discourteous or impolite, especially in a deliberate way) in e-mails, telephone calls, in person, or comments made to other class members, the instructor, or the office staff.

Students should develop a backup plan should their computer system or their Internet provider fail. Computer or internet connectivity issues are not valid excuses for missing a deadline. The College provides many opportunities for using computer equipment, as do many public libraries. Refer to the LSCO website for operational hours of the Library and OASIS.

Students should check in advance with the institution to which they plan to transfer credit to confirm transferability.

LSCO awards some certificates and degrees in which a criminal history MAY disqualify candidates from becoming licensed, certified, and/or employed upon degree/certificate completion. Students with a criminal background enrolling in courses leading to a degree/certificate in Criminal Justice, Barber, Cosmetology, Emergency Medical Technology, HVAC, Electrician, Plumbing, Massage Therapy, Medical Assisting, Vocational Nursing (VN), Registered Nursing (RN), Pharmacy Technician, Real Estate, or Teacher Preparation program are STRONGLY ENCOURAGED to discuss the certification and/or licensing regulations of the program with the program director listed in order to learn more about the current guidelines related to criminal history as well as the right of individuals to request a criminal history evaluation letter.

Never attending or ceasing to attend classes DOES NOT constitute a drop or withdrawal. You remain registered until you request a drop from the instructor. Failure to act in a timely manner will result in an "F" grade for the course. It is the student's responsibility to follow up with the LSCO advising office to ensure that all drops/withdrawals are processed as desired.

The grade of "I" may be given when any requirement of the course, including the final examination, is not completed. Students seeking an incomplete should have completed 75% of the course requirements and be passing the course at the time of the request. Arrangements to complete deficiencies in a course should be made in advance of the end of the semester with the instructor. The instructor will process the Incomplete form online, and a confirmation will be sent to the student’s LSCO email.

Incomplete work must be finished during the next long semester. If not, the Office of Admission and Records must change the "I" grade to the grade of "F." The course must then be repeated if credit is desired. An "I" grade also automatically becomes an "F" if the student registers for the course prior to removing the deficiencies and receiving a grade change. The instructor may record the grade of "F" for a student who is absent from the final examination and is not passing the course.

Grade determination and awarding of grades in a course are the responsibility of the instructor and should be calculated according to college policy, procedures, and written details provided in the course syllabus. NOTE: Final grades are available to students within 48 hours of the instructor posting the grade in Banner. Students may view final grades by logging into MyGator and then accessing Gator Self-Service.

An academic appeal process is afforded to students who desire to dispute a grade or any decision that affects the student’s ability to complete and earn a grade for the course provided it is not related to a violation outlined in the LSCO Student Code of Conduct. If an informal conference with the faculty member regarding an academic complaint fails to reach the outcome requested by the student, the student may initiate the formal process. Even after initiating the formal complaint process, students are encouraged to seek informal resolution of their concerns. A student whose concerns are resolved may withdraw a formal complaint at any time.

Refer to the current catalog or for details on the formal grade appeal process.

Lamar State College Orange has identified seven educational goals to specify the knowledge and skills that students should gain from completing academic and technical programs with the College. These goals are:

• Critical thinking (General Education, Technical) – Students will be able to demonstrate creative thinking, innovation, inquiry, analysis, evaluation, and synthesis of information.

• Communication (General Education, Technical) – Students will be able to effectively develop, interpret and express ideas through written, oral and visual communication.

• Empirical and quantitative skills (General Education, Technical) – Students will be able to manipulate and analyze numerical data or observable facts and create informed conclusions.

• Teamwork (General Education, Technical) – Students will be able to consider different points of view and to work effectively with others to support a shared purpose or goal.

• Social responsibility (General Education, Technical) – Students will be able to recognize and acquire a sense of intercultural competence, knowledge of civic responsibility, and the ability to engage effectively in regional, national and global communities.

• Personal responsibility (General Education, Technical) – Students will be able to connect choices, actions, and consequences to ethical decision-making.

• Professional competency (Technical) – Students will be able to recognize or demonstrate skills that depict professional values and employability. If the career has licensure or certification requirements, students may prepare for the licensure and certification in a capstone course and sit for the licensure or certificate at the end of the program.

Current students will access many LSCO applications through the MyGator portal. Login credentials will use the following format: NetID@my.lsco.edu/Password.

Students can set a password here: https://www2.lsco.edu/sspr/

IMPORTANT: It is a violation of College policy, state laws, and federal laws for anyone to gain or help others gain unauthorized access to MyGator or any LSCO application or service. All accounts shall be for use by a single individual – the person for whom the account was approved or assigned. This includes Blackboard accounts as well as any application within MyGator. Sharing or loaning accounts is strictly prohibited, can be construed as a form of cheating, and violates College policy, state laws, and federal laws.

LSCO adheres to the policies and procedures established in the Texas Education Code, Texas State University System Rules and Regulations, LSCO Faculty Handbook, and LSCO Catalog.

No food or tobacco products are allowed in the classroom. Only students enrolled in the course are allowed in the classroom, except by special instructor permission. It is inappropriate for minor children to be on campus due to the potential liability to the College, the risk of harm to the children, and decreased employee productivity due to distractions and disruptions.

LSCO believes that all matters involving a staff member (non-instructor) OR an instructor are best resolved directly with the employee. Should it not be resolved at that level, access and complete the Student Complaint Intake form within five (5) business days from the date of the offense. The Student Complaint Intake Form can be found in any of these locations: 

• LSCO Website (Current Students) 
• LSCO Catalog (Student Services, Complaints) 
• MyGator Card 
• Blackboard (Student Resources, Student Services, Student Resources) 

After a student completes the Student Complaint Intake Form, they will be contacted by an LSCO employee unrelated to the offense and provided guidance on how to proceed with the Complaint process. 

Refer to the LSCO Catalog (Student Services, Complaints) for details on the complaint process. 

Student-Staff and Student-Instructor Complaint Process involving Safety, Harassment, or Title IX: 

Students who have experienced a safety, harassment, or title IX event should access and complete the Title IX/Clery: Anonymous Reporting Form found in any of these locations: 

• LSCO Website (Sexual Misconduct & Title IX)
• LSCO Catalog (Student Services, Complaints)
• MyGator Card 
• Blackboard (Student Resources, Student Services, Student Resources)

After a student completes the intake form, they will be contacted by an LSCO employee and provided guidance on how to proceed. 

Refer to the LSCO Catalog (Student Services, Complaints) for details on the complaint process. 

The privacy of all students, including Distance Education students, is protected through strict adherence to the rules of the Family Education Rights and Privacy Act. LSCO’s statement regarding the Family Education Rights and Privacy Act can be found in LSCO’s Catalog. Additional information regarding privacy for Distance Education students can be found in the Distance Education Handbook, appendix D.

MRKG 1301 – Customer Relationship Management

There are a total of 1,000 points possible in the course. Extra credit opportunities may be provided throughout the course, but are not guaranteed. 

A = 895+ points earned

B = 795 – 894 points earned

C = 695 – 794 points earned

D = 595 – 694 points earned

F = below 594 points earned

Grading Scale: 1,000 points total

Discussions = 5 @ 50 points each = 250 points

Assignments = 5 @ 50 points each = 250 points

Podcast Quizzes = 3 @ 100 points each = 300 points

Tests = 2 @ 100 points each = 200 points