Maricopa Community Colleges  CSR220   20042-20086 
Official Course Description: MCCCD Approval: 07/22/08
CSR220 20042-20086 LEC 1 Credit(s) 1 Period(s)
Digital Subscriber Line Customer Care Representative
Overview of responsibilities of a customer care representative in the Digital Subscriber Line (DSL) industry. History and use of the Internet covered. Quality customer care emphasized.
Prerequisites: None.
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MCCCD Official Course Competencies:
 
CSR220   20042-20086 Digital Subscriber Line Customer Care Representative
1. Summarize how a customer care representative supports customers. (I)
2. Explain the history of the Internet. (II)
3. Explain how customers use Email, chat, instant messaging, and newsgroups. (II)
4. Explain Digital Subscriber Line (DSL) and Bandwidth. (III)
5. Summarize how to install and test network card drivers. (IV)
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MCCCD Official Course Outline:
 
CSR220   20042-20086 Digital Subscriber Line Customer Care Representative
    I. Customer Care Representatives
        A. Provide Information
        B. Knowledge and Technical Expertise
        C. Sensitivity and Respect
        D. Timeliness and Efficiency
      II. Uses of the Internet
          A. History
          B. Web Browsers
          C. Email
          D. Chat
          E. Instant Messaging
          F. Newsgroup
          G. Searches
          H. Netiquette
            1. Abbreviations
            2. Emotions
        III. Digital Subscriber Line (DSL) and Bandwidth
            A. Benefits
            B. Internet Service Provider (ISP)
            C. Terminology
          IV. Network Card Drivers
              A. Installation
              B. Diagnostic Tests
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