Maricopa Community Colleges  CSR171   20032-20086 
Official Course Description: MCCCD Approval: 07/22/08
CSR171 20032-20086 LEC 1 Credit(s) 1 Period(s)
Customer Care Associate in Local Telephony Industry
Roles and responsibilities of a customer care associate. Emphasis on handling customer inquires to completion. Other resource groups also covered. System and documentation use included.
Prerequisites: None.
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MCCCD Official Course Competencies:
 
CSR171   20032-20086 Customer Care Associate in Local Telephony Industry
1. Identify the human resource groups that support customers in local telephony services. (I)
2. Determine which group would handle a specific customer inquiry. (I)
3. Identify documents used to assist in answering customer questions. (II)
4. Identify the terminal interactions necessary to perform various activities. (II)
5. Summarize the roles and responsibilities of a customer care associate. (III)
6. Determine when to handle a customer inquiry to completion and when to warm transfer the inquiry. (I-III)
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MCCCD Official Course Outline:
 
CSR171   20032-20086 Customer Care Associate in Local Telephony Industry
    I. Human Resource
        A. Function
        B. Responsibilities
      II. Documentation
          A. Computerized System
          B. Navigation
        III. Roles and Responsibilities
            A. Types of Inquiries
              1. Product & Services
              2. Installation
              3. Technical Assistance
              4. Billing
              5. General Account Maintenance
              6. Orders
            B. Call Flows
            C. Procedures
            D. Resources
            E. System Downtime
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