District Syllabus
MAN4162
Customer Relations In Business


Credit Hours: 3
Contact Hours: 3
Laboratory Fee: None.
Prerequisites: There are no prerequisites for this course.
Corequisites: There are no corequisites for this course.
Catalog Description: This course examines relationship building for all customers of an organization. The impact of culture and diversity on business relationships, successful negotiation strategies, and promotion of the organization through media relations are discussed,
Required Materials: Books:
  • Don Peppers and Martha Rogers. Managing Customer Relationships: A Strategic Framework, 2nd ed., Wiley, 2011. ISBN: 9780470423479
Supplemental Materials:
Special Requirements: None
Program Learning Outcomes:
Bachelor of Applied Science Learning Outcomes (Organizational 
Administration)
1.  Apply the rules and principles of law and ethics.
2.  Apply organizational strategies.
3.  Communicate professionally.
4.  Manage information to support organizational goals.
5.  Demonstrate effective management of a business organization.

              
Course Learning Outcomes:
Upon completion of this course, the successful student will be able 
to:
 1. Define customer service.
 2. Explain the elements of a service culture.
 3. Manage customer relations
 4. Help ensure positive customer interactions in your workplace.
 5. Develop strategies for communicating effectively with customers.
 6. Serve all customer groups effectively.
 7. Use technology to enhance service delivery capabilities.
 8. Apply techniques that save time while serving customers.
 9. Establish and maintain trust with customers.
10. Identify strategies for preventing customer dissatisfaction.
11. Build customer value.
12. Measure customer value.
13. Plan to meet the challenges of the future.

              
              
Methods of Evaluation: Evaluation of student progress towards achieving the stated learning outcomes and performance objectives is the responsibility of the instructor, within the policies of the college and the department. Detailed explanations are included in the expanded Syllabus developed by the instructor for each section being taught.
Flexibility: It is the intention of the instructor to accomplish the objectives specified in the course syllabus. However, circumstances may arise which prohibit the fulfilling of this endeavor. Therefore, this syllabus is subject to change. When possible, students will be notified of any change in advance of its occurrence.
Student Email Accounts Pensacola State College provides an institutional email account to all credit students. Pirate Mail is the official method of communication, and students must use Pirate Mail when communicating with the College. In cases where companion software is used for a particular class, emails may be exchanged between instructor and student using the companion software.
Note: For students with a disability that falls under the Americans with Disability Act or Section 504 of the Rehabilitation Act, it is the responsibility of the student to notify Student Resource Center for ADA Services to discuss any special needs or equipment necessary to accomplish the requirements for this course. Upon completion of registration with the Student Resource Center for ADA Services office, specific arrangements can be discussed with the instructor.