Maricopa Community Colleges  CSI120   20014-20084 
Official Course Description: MCCCD Approval: 02/26/08
CSI120 20014-20084 LEC 1 Credit(s) 1 Period(s)
Cardmember Customer Service
Overview of customer care service for the credit card industry. Building a positive relationship with customers and customer loyalty emphasized.
Prerequisites: None.
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MCCCD Official Course Competencies:
 
CSI120   20014-20084 Cardmember Customer Service
1. Differentiate between internal and external customers. (I)
2. Summarize proper telephone etiquette. (II)
3. Explain how to build a positive relationship with customers. (III)
4. Explain how to build customer loyalty. (IV)
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MCCCD Official Course Outline:
 
CSI120   20014-20084 Cardmember Customer Service
    I. Internal/External Customers
        A. Characteristics
        B. Needs
      II. Telephone Etiquette
          A. Voice quality
          B. Listening Skills
          C. Listening Barriers and Solutions
          D. Use of Callers Name
          E. Assist Statements
          F. Positive Attitude
        III. Building Relationships
            A. Rapport
            B. Listening and Responding
              1. Accurate Information
              2. Jargon
            C. Statements to Avoid
            D. Questioning Techniques
          IV. Customer Loyalty
              A. Identifying Options
              B. Negotiation
              C. Exceeding Expectations
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