Maricopa Community Colleges  CSR174   20004-20086 
Official Course Description: MCCCD Approval: 07/22/08
CSR174 20004-20086 LEC 3 Credit(s) 3 Period(s)
Inquiries and Adjustments
Procedures for handling inquiries and calling plan adjustments. Covers international products and services as well as calling card account establishment and maintenance. Also includes use of the Order Status System.
Prerequisites: Permission of Department or Division.
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MCCCD Official Course Competencies:
 
CSR174   20004-20086 Inquiries and Adjustments
1. Explain the benefits and use of the Order Status System. (I)
2. Identify screens used in the Order Status System. (I)
3. Identify various types of long distance billing inquiries. (II)
4. Identify adjustment codes used. (II)
5. Explain investigation steps for billing claims. (II)
6. Explain procedures for making sustain/adjust decisions. (II)
7. Identify procedures for processing billing claims. (II)
8. Explain the purpose for adjustment guidelines. (II)
9. Explain partial adjustment. (II)
10. Explain procedures for processing manual adjustments. (II)
11. Explain the various types of calling plan adjustments. (III)
12. Explain procedures for making calling plan adjustments. (III)
13. Explain procedures for providing international information to customers. (IV)
14. Determine appropriate international products and services. (IV)
15. Explain procedures for international call claims. (IV)
16. Explain sustain procedures. (V)
17. Describe guidelines appropriate for any adjustment claim. (V)
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MCCCD Official Course Outline:
 
CSR174   20004-20086 Inquiries and Adjustments
    I. Order Status System
        A. Use
        B. Benefits
        C. Screens
      II. Billing Inquiries
          A. Classification
          B. Investigation
            1. Use
            2. Process
          C. Sustain/Adjust
            1. Resources
            2. Decision
            3. Rules Base
            4. Guidelines
          D. Procedures
            1. Codes
            2. Tools
          E. Deny All Knowledge (DAK) Claims
          F. Partial Adjustments
            1. Definition
            2. Steps
          G. Directory Assistance
            1. Charges
            2. Claims
            3. Directory Link
          H. Recharge
          I. Manual Adjustments
            1. Definition
            2. Procedures
          J. Doorway Adjustments
        III. Calling Plan Adjustments
            A. Identification
            B. Classification
            C. Procedures
              1. Integrated Sales and Service
              2. Negotiations
              3. Rerate
          IV. International
              A. Information
                1. Terms
                2. Agent Responsibilities
                3. Rates and Charges
                4. Country Specific
              B. Products
                1. Benefits
                2. Usage
                3. Calling Plans
                4. Promotions
              C. Service
                1. Billing Inquiries
                2. Block
              D. Language Line
                1. Translations
                2. Recordings
            V. Sustain Charges
                A. Procedures
                B. Guidelines
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