Maricopa Community Colleges  CSR169   20004-20086 
Official Course Description: MCCCD Approval: 07/22/08
CSR169 20004-20086 LEC 3 Credit(s) 3 Period(s)
Telecommunications Company Customer Service
Customer contact associate responsibilities in customer service. Emphasis on procedure and applications of the Intelligent Work Station as well as reference navigation and the course management system. Also covers account access and maintenance.
Prerequisites: Permission of Department or Division.
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MCCCD Official Course Competencies:
 
CSR169   20004-20086 Telecommunications Company Customer Service
1. Identify the role and responsibilities of the Customer Contact Associate (CCA). (I)
2. Identify CCA required skills. (I)
3. Compare and contrast various associates’ effective behaviors in customer service. (I)
4. Identify log-in and log-out procedures. (II)
5. Describe the purpose and function of the Intelligent Work Station (IWS). (II)
6. Describe windows procedures for the IWS. (II)
7. Explain productivity tool usage. (II)
8. Describe the features of and benefits of a reference navigation system. (III)
9. Describe the function and structure of a work support system. (III)
10. Describe the features and benefits of the Course Management Systems (CMS). (IV)
11. Distinguish between various types of skill modules in the CMS. (IV)
12. Explain the importance and characteristics of effective customer service. (V)
13. Describe the components of effective call flow. (V)
14. Explain techniques for dealing with difficult customers. (V)
15. Identify the systems accessed to prepare for a customer call. (VI)
16. Review the relationship between customer account systems. (VI)
17. Identify procedures for retrieving a customer account. (VI)
18. Identify account maintenance activities. (VI)
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MCCCD Official Course Outline:
 
CSR169   20004-20086 Telecommunications Company Customer Service
    I. Customer Contract Associate
        A. Role
        B. Responsibility
        C. Required Skills
        D. Behaviors
      II. Intelligent Work Station (IWS)
          A. Purpose
          B. Function
          C. Procedures
            1. Log-In/Log-Out
            2. Password
            3. Keyboard
            4. IWS Windows
            5. Mouse
          D. Applications
          E. Productivity Tools
        III. Reference Navigation
            A. Features
            B. Benefits
            C. Components
            D. Procedures
            E. Screens
            F. Intranet
          IV. Course Management System (CMS)
              A. Features
                1. Tracking
                2. Assignments
                3. Status
              B. Procedures
                1. Log-On/Log-Off
                2. Profile
              C. Skill Modules
                1. Characteristic
                2. Use
                3. Types
            V. Customer Service
                A. Strategies
                B. Call Flow
                  1. Greeting
                  2. Customer Request
                  3. Account Access
                  4. Resolution
                  5. Recap Account
                  6. Close
                C. Customer Expectations
                  1. Professional
                  2. Respect
                  3. Promptness
                  4. Compensation/Restitution
                  5. Problem Solving
                  6. Listening
                D. Difficult Customers
                  1. Types
                  2. Techniques
                  3. Expectations
                  4. Impacts
              VI. Account Access and Maintenance
                  A. Systems
                  B. Abbreviations
                  C. Customer Account Retrieval
                  D. Bill
                    1. History
                    2. Display
                  E. Productivity Tools
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