Maricopa Community Colleges  CSR198   20042-20086 
Official Course Description: MCCCD Approval: 07/22/08
CSR198 20042-20086 L+L 3 Credit(s) 4 Period(s)
Account Collection Customer Service
Emphasis on customer interaction strategies. Covers customer information capture and database system operation procedures. Includes call routing procedures, customer typology principles, and objection nullification strategies.
Prerequisites: None.
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MCCCD Official Course Competencies:
 
CSR198   20042-20086 Account Collection Customer Service
1. Identify key aspects of customer and account representative interaction. (I)
2. Describe missing account information capture procedures. (II)
3. Explain the computer commands necessary for database navigation. (III)
4. Cite the types of account operations that can be preformed in specific databases. (IV)
5. Differentiate between account categorization systems. (IV)
6. Explain procedures for routing incoming calls to the appropriate departments. (V)
7. Identify basic customer service telephone etiquette. (VI)
8. Explain strategies for dealing with irate customers. (VII)
9. Describe strategies for overcoming customer objections. (VIII)
10. Practice customer service strategies. (IX)
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MCCCD Official Course Outline:
 
CSR198   20042-20086 Account Collection Customer Service
    I. Interaction Model Standards
        A. Customer Satisfaction Concerns
        B. Related Account Servicing
        C. Next Action Quotation
      II. Account Information Location
          A. Fact Finding Procedures
            1. Account Number Location
            2. Other Information Location
          B. Cross Referencing Procedures
            1. Account Number Location
            2. Other Information Location
        III. Computer Function Key Usage
            A. Command Abbreviations
            B. Command Functions
          IV. Account Categorization
              A. Credit and Collection Management System (CCMS) Operations
              B. Customer Inquiry and Accounts (CIA) Operations
              C. Thrifty Accounts
              D. Growth Accounts
            V. Call Routing Procedures
                A. Service Agreement Transfers
                B. In-bound Account Executive Calls
                C. Non-English Speaking Customers
                  1. Spanish Speakers
                  2. Speakers of Other Languages
              VI. Basic Telephone Customer Service
                  A. Hold Procedures
                  B. Professionalism
                  C. Leaving Messages
                  D. Voice
                    1. Tone
                    2. Manner of Speaking
                VII. Irate Caller Strategies
                    A. Name Usage
                    B. Responsibility Acceptance
                    C. Customer Typology
                      1. Identification
                      2. Message Adaptation
                    D. Escalation Policy
                  VIII. Objection Nullification
                      A. Strategy Identification
                      B. Strategy Selection
                      C. Strategy Employment
                    IX. Customer Service Strategy Practice
                        A. Customer Type Identification
                        B. Strategy Selection
                        C. Objection Nullification
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