Maricopa Community Colleges  CSR258   20042-20086 
Official Course Description: MCCCD Approval: 07/22/08
CSR258 20042-20086 LAB 5 Credit(s) 10 Period(s)
Automobile Insurance Customer Service Lab
Laboratory for the provision of automobile insurance customer service. Emphasis on policy and policy information provision procedures. Covers workstation and resource instrument usage, service documentation, and customer service communication strategies.
Prerequisites: None.
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MCCCD Official Course Competencies:
 
CSR258   20042-20086 Automobile Insurance Customer Service Lab
1. Operate an insurance industry customer service workstation. (I)
2. Perform customer service operations for automobile insurance policy holders. (II)
3. Demonstrate customer service communication strategy usage. (III)
4. Document operations performed during the provision of customer service. (IV)
5. Demonstrate the ability to use resource tool in the provision of customer service. (V)
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MCCCD Official Course Outline:
 
CSR258   20042-20086 Automobile Insurance Customer Service Lab
    I. Workstation Usage
        A. Log-On / Log-Off Procedures
        B. Phone System Operation
        C. Computer Usage
        D. Shared Workstation Concerns
          1. Security Issues
          2. Courtesy Concerns
      II. Automobile Insurance Provisions
          A. Call Ownership
          B. Customer Education
          C. Service Provision
          D. Escalation Criteria
          E. Call Closure
        III. Customer Service Concerns
            A. Customer Identification
              1. Policy Holders
              2. Agents
            B. Customer Need Identification
            C. Customer Emotion Identification
            D. Active Listening
            E. I-Statement Usage
            F. Emotion Diffusion Strategies
          IV. Service Documentation
              A. Information Verification
              B. Information Location
                1. Screen location
                2. Field Location
              C. Information Notation Procedures
            V. Resource Tool Usage
                A. Department of Motor Vehicle Resources
                B. Insurance Industry Resources
                C. Script Usage
                D. In-Person Lab Resources
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