Republic of the Philippines

DAVAO DEL SUR STATE COLLEGE

(Formerly SPAMAST – Digos Campus)

INSTITUTE OF COMPUTING, ENGINEERING AND TECHNOLOGY

COMPUTING DEPARTMENT

COURSE SYLLABUS
Second Semester, School Year 2019-2020
Course No. : ITP 123
Course Title : CUSTOMER RELATION MANAGEMENT Prepared by: ROGER A. SUSADA JR.
Faculty
Course Description : This course examines customer relationship management (CRM)
and its application in marketing, sales, and service. Effective CRM Checked/ DOMINGO V. ORIGINES, JR.,
strategies help companies align business process with customer Reviewed by: min
centric strategies using people, technology, and knowledge. Chairperson, Computing Dept.
Companies strive to use CRM to optimize the identification, 0998 979 0293
[email protected]
acquisition, growth and retention of desired customers to gain
competitive advantage and maximize profit. Anyone interested in
working with customers and CRM technology and would like to
be responsible for the development of any major aspect of CRM
will find this course beneficial.
Course Credit : 4.01 Approved by: MARK JUDE F. TRONDILLO,
Prerequisite/s : Ph.D.
Dean, ICET
Contact Hours/ Week : Lecture (2 Hours per Week)
Laboratory (3 Hours per Week)

VISION MISSION CORE VALUES (TOP ACCESS)

A leading institution of higher Imbued with sincerity, excellence, commitment and good The institution progresses with
learning in the fields of aqua- leadership, the institution fervently carries out its functions Teamwork, Openness and Positive
terrestrial and technopreneurship to provide high quality instruction, relevant researches, attitudes, promoting Accountability,
responsive to the development needs focused extension and self-sufficient production preserving Commitment, Competence and
in Southeast Asia and beyond. cultural heritage, addressing gender sensitivity and Excellence for Sincere Services.
climate change.
GRADUATE ATTRIBUTES
Common to all Programs
GA1. PROFESSIONAL COMPETENCY GA4. LANGUAGE AND COMMUNICATION SKILLS GA7. ENTREPRENEURIAL SKILLS

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GA2. CREATIVITY AND INNOVATIVENESS GA5. CAPABILITY FOR LIFE-LONG LEARNING GA8. UNIVERSAL OUTLOOK AND GLOBAL COMPETENCY
GA3. CRITICAL THINKING SKILLS GA6. LEADERSHIP, TEAMWORK AND INTERPERSONAL GA9. SOCIO-CULTURAL, ENVIRONMENTAL
SKILLS RESPONSIVENESS AND GENDER SENSITIVITY
Specific for the BSIT Program
GA10. KNOWLEDGE FOR SOLVING COMPUTING GA12. DESIGN/DEVELOPMENT OF SOLUTIONS GA14. INDIVIDUAL AND TEAM WORK
PROBLEMS GA13. MODERN TOOL USAGE GA15. COMPUTING PROFESSIONALISM AND SOCIAL
GA11. PROBLEM ANALYSIS RESPONSIBILITY

PROGRAM EDUCATIONAL OBJECTIVES

After three to five years, the DSSC – BSIT Alumni shall:
1. Have advanced in a chosen Information Technology practice for different sector of society;
2. Serve as a catalyst for change in different organizations (including society) through sincere and committed leadership; and
3. Improve oneself through participation in professional development training and advance academic studies.

PEO
PROGRAM OUTCOMES
At the end of the program students will be able to: A B C
1-5 (Common to all programs in all types of schools)
PO 1. Articulate and discuss the latest developments in the specific field of practice (PQF level 6 descriptor) 
PO 2. Effectively communicate orally and in writing using both English and Filipino 
PO 3. Work effectively and independently in multi-disciplinary and multicultural teams (PQF level 6 descriptor) 
PO 4. Act in recognition of professional, social, and ethical responsibility 
PO 5. Preserve and promote “Filipino historical and cultural heritage” (based on RA 7722) 
6-18 (Common to the discipline Information Technology Education)
PO 6.Apply knowledge of computing, science, and mathematics appropriate to the discipline 
PO 7.Understand best practices and standards and their applications 
PO 8.Analyze complex problems, and identify and define the computing requirements appropriate to its solution 
PO 9.Identify and analyze user needs and take them into account in the selection, creation, evaluation and 
administration of computer-based systems
PO 10. Design, implement, and evaluate computer-based systems, processes, components, or programs to   
meet desired needs and requirements under various constraints
PO 11. Integrate IT-based solutions into the user environment effectively 
PO 12. Apply knowledge through the use of current techniques, skills, tools and practices necessary for the 
IT profession
PO 13. Function effectively as a member or leader of a development team recognizing the different roles 
within a team to accomplish a common goal
PO 14. Assist in the creation of an effective IT project plan  
PO 15. Communicate effectively with the computing community and with society at large about complex 
computing activities through logical writing, presentations, and clear instructions
PO 16. Analyze the local and global impact of computing information technology on individuals,   
organizations, and society
PO 17. Understand professional, ethical, legal, security and social issues and responsibilities in the 
utilization of information technology.
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PO 18. Recognize the need for and engage in planning self-learning and improving performance as a   
foundation for continuing professional development

PO10

PO11

PO13

PO14

PO17

PO18
PO12

PO15

PO16
COURSE INTENDED LEARNING OUTCOMES

PO1

PO2

PO3

PO4

PO5

PO6

PO7

PO8

PO9
At the end of the course, the learners can:

CO 1. The students would be able to identify the benefits of value

P P
creation for the customers
CO 2. Be able to measure the customer equity and the importance of P
P
customer retention to the organization
CO 3. Gained an understanding of key concepts , technologies and best P
practices of CRM
LEGEND:
I-INTRODUCED (The student get introduced to the concepts/principles)
P-PRACTICED (The student practices the competencies with supervision)
D-DEMONSTRATED (The student practices the competencies across different settings with minimal supervision)

COURSE PLAN
TEACHING
TIME STUDENT LEARNING MA COURSE CONTENT/ SUBJECT AND ASSESSMENT RESOURCE
FRAME OUTCOMES P MATTER LEARNING TASKS (ATs) S NEEDED
ACTIVITIES
(TLAs)
Week 1 At the end of the lesson, the -  SPAMAST’s Vision, Mission and Core Power point Oral Recitation DLP
students will be able to: Values (TOP ACCESS) presentation (Collect ideas from Institutions
 converse the importance of  Program Educational Objectives (Lecture) the student what is InfoGraphics
the course in relation to the  Classroom Policies the implication of
attainment of the  Grading System Class OBE)
Institutions directions.  Assessment and Evaluation Discussion
 identify the course and Guidelines Written Reflection
course requirements (List at least 5
acquired traits in
the core values
“TOP ACCESS” for
2 years staying in
the institution)
Week 2-3  Observe proper CO1 The International English  Power Point  Presentation DLP
pronunciation of words CO2 Pronunciation Presentation  Class Fax Sheets
following the English CO3  AVP Participation
phonetic alphabet. Phonetics  Lecture  Quizzes
 Use the international  Group Work  Clicker
English phonetic alphabet Phonetic Transcription  Poster Questions/Words
in daily communication in Enunciation Presentation for Transcribing

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 TEACHING
TIME STUDENT LEARNING MA COURSE CONTENT/ SUBJECT AND ASSESSMENT RESOURCE
FRAME OUTCOMES P MATTER LEARNING TASKS (ATs) S NEEDED
ACTIVITIES
(TLAs)
work environment. Intonation for Emotion 
 Demonstrate how to
properly use words with the
same spelling but with
different intonation in
sharing and building
rapport to the customer in
call.

Week 4-5  Define and understand CO1 Introduction to Call Centers  Power Point  Presentation DLP
what we meant by Call 1. What is a Call Centre Presentation  Class Fax Sheets
Centre and BPO.  Introduction  AVP Participation
 Learn what the trends in  Recent Trends  Lecture  Quizzes
BPO industry are.  Occupation  Group  Presentation
 Identify how to meet  Working Condition Discussion
certain guidelines needed  Skill Requirements  Call
by an applicant who wants Simulation
to work in BPO industry

Week 6-8 Understand and work with CO1 Professionalism  Power Point  Presentation DLP
ethics, proper grooming CO2  Attitude Presentation  Class Fax Sheets
inside the workplace and CO3  Appearance and Grooming  AVP Participation
act professionally in the  Attendance  Lecture  Quizzes
workplace, with enhanced  Working as a Team  Group  Presentation
attitudes towards Discussion
workmates  Call
Simulation

Week 9 Describe the following: CO1 Customer Service  Power Point  Presentation DLP
 The Call = listening to CO2 a. What is Customer Service? Presentation  Class Fax Sheets
understand overall CO3 b. Good vs. Poor  AVP Participation Manuals
purpose and details of c. Types of Service  Lecture  Quizzes
call, as well as the d. Customer Needs  Group  Presentation
feelings of the called. e. The Upset Customer Discussion
 Focus on language =  Call
using the second Simulation
conditional to give
advice, the

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 TEACHING
TIME STUDENT LEARNING MA COURSE CONTENT/ SUBJECT AND ASSESSMENT RESOURCE
FRAME OUTCOMES P MATTER LEARNING TASKS (ATs) S NEEDED
ACTIVITIES
(TLAs)
interrupted past,
more common
American idioms.
 Soft skills = probing
for information,
admitting mistakes.
 Pronunciation =
omitting consonants
and syllables in
natural speech.
 Read and Explain =
reading and
synthesizing
information to explain
to a customer in non-
technical English.
 Intercultural matters
= higher education
and family ties.
 Role-play =
simulating a call
center transaction
about a faulty MP3
player.

Week 10 Midterm Exam The midterm TOS BASED

exam will EXAM
assess
student’s
learning since
the start of the
course. It will
evaluate how
far the
students have
learned about
the topics
discussed.

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 TEACHING
TIME STUDENT LEARNING MA COURSE CONTENT/ SUBJECT AND ASSESSMENT RESOURCE
FRAME OUTCOMES P MATTER LEARNING TASKS (ATs) S NEEDED
ACTIVITIES
(TLAs)
Week 11 -  Learn how to handle CO3 Telephone Skills  Power Point  Presentation DLP
15 and listen to each call  The Art of Listening Presentation  Class Fax Sheets
properly.  Telephone Etiquette  AVP Participation Manuals
 Can provide the  Telephone Anxiety  Lecture  Quizzes
 Opening a Call  Group  Presentation
proper phone Discussion
etiquette in every  Logging a Call
 Closing a Call  Call
each calls. Simulation
 Be able to know the  Communication Skills
 Active Listening Skills
proper opening,
 Paraphrasing Skills
logging, closing calls.
 Empathy
 Learn that each call in
BPO industries are  Probing Skills
monitored for quality  Problem Solving Skills
assurance purposes  Task rapport Balance

Week 16-  apply security feature to CO3 Computer Skills for Technical Power point DLP
17 computer network presentation  Presentation Fax Sheets
 discus the importance of
Support (Lecture)  Class Manuals
network security 1.1 Basic Hardware Participation
 solve network problems 1.2 Basic Software Hands-on  Quizzes
 identify causes of network 1.3 The internet Email Demonstration  Presentation
problems
Week 18 FINAL EXAMINATION Written Rubric base
Examination

COURSE GRADING SYSTEM

CLASSROOM POLICY
REQUIREMENTS
Lecture Each student is required to submit his/her class card to his/her instructor
during the first day of classes
10% - Assignment, Research
works Attendance is counted from the first day of regular classes regardless of the
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 5% - Attendance date of the student’s enrollment thus classes missed due to late enrollment
15% - Quizzes, Oral, Activities, shall be considered absent
Presentation
30% - Project A student who has incurred absences of more than 20% of total class
40%- Periodical Examination meeting in a given time shall not be given credit for the course or subject
(Mid Term and Final Term 100%
Exam) Subjects with or without laboratory and more than 3 units subjects is as
follows:
Laboratory Any subject meeting 1 x a week = 3 absences max. = 4 absences over
cut
10% - Attendance Any subject meeting 2 x a week = 7 absences max. = 8 absences over
15% - Exercises, Class cut
Participation, Assignments Any subject meeting 3 x a week = 10 absences max.= 11 absences over
35% - Laboratory cut
Exercises(Actual)
40%- Actual Exam Any student who exceeds the prescribed maximum numbers of cuts for a
100% particular subject is considered dropped, and shall receive a corresponding
remark in the Report of Grades of DROPPED for the semester regardless of
his performance in the class as of the date of debarment.
”.
SUGGESTED READINGS AND REFERENCES Counterchecked by:
TEXTBOOK
 CAMBRIDGE ENGLISH FOR JOB-HUNTING
 COURSEBOOK CONTACT US! CALL CENTER ENGLISH SKILSS
MABELL B. BRIGOLE, MAED-LS
 Contact US Industry News And Useful Links Call Centres EFL Training Boom Director, Library Services

ONLINE

 Contact US Industry News And Useful Links Call Centres EFL Training Boom
 Contact US News Clip Of Contact US DOMINGO V. ORIGINES JR.,
http://www.cambridge.org/ni/cambridgeenglish/catalog/business-professional-and-vocational/contact-us/resources MIM
IT-Department Chairperson

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