Maricopa Community Colleges  CSR147   20046-20086 
Official Course Description: MCCCD Approval: 07/22/08
CSR147 20046-20086 LEC 2 Credit(s) 2 Period(s)
Local Phone Service Operations
Local phone service provider customer service operations. Emphasis on order processing and typology. Covers customer retention and sales strategies. Includes local phone service restriction and restoration information.
Prerequisites: None.
Go to Competencies    Go to Outline
 
MCCCD Official Course Competencies:
 
CSR147   20046-20086 Local Phone Service Operations
1. Identify local phone service order types. (I)
2. Prepare customer accounts for the completion of service alteration request. (II)
3. Employ sales strategies in the provision of customer service. (III)
4. Express customer retention strategies. (IV)
5. Explain local phone service billing inquiry procedures. (V)
6. Describe procedures for processing local phone service restrictions. (VI)
7. Trace individual phone service order processing. (VII)
Go to Description    Go to top of Competencies
 
MCCCD Official Course Outline:
 
CSR147   20046-20086 Local Phone Service Operations
    I. Order Typology
        A. Order Definitions
        B. Order Notations
        C. Process Eligible Order Types
      II. Service Alteration Order Processing Procedures
          A. Service Change Orders
            1. Single
            2. Multiple Change Orders
            3. Number Change Orders
          B. Disconnect Orders
          C. Billing Change Orders
          D. Installation Orders
            1. New Account
            2. Additional Line Processing
        III. Sales Strategy Considerations
            A. Strategy Justification
            B. Sales Process Identification
            C. Sales Strategy Provision Opportunity Identification
          IV. Customer Retention Concerns
              A. Vulnerable Customer Identification
              B. Retention Offer Provision
                1. Offer Explanation
                2. Offer Availability Restrictions
            V. Billing Inquiry Procedures
                A. Billing Adjustment Processing Procedures
                  1. Charge Identification
                  2. Charge Justification Identification
                  3. Charge Explanation
                B. Payment Inquiry Processing Procedures
                  1. Payment Verification
                  2. Payment Office Locations
                  3. Phone Payment Issues
                  4. Payment Issue Escalation
                  5. Bill Interpretation
              VI. Service Restriction Processing Procedures
                  A. Service Restriction
                    1. One-Way Restrict
                    2. Two-Way Restrict
                  B. Auto Restriction Issues
                  C. Usage Management Options
                  D. Service Restoration
                VII. Service Order History
                    A. Procedural Steps
                    B. State and Status Concerns
                    C. Order Stall Troubleshooting
                Go to Description    Go to top of Competencies    Go to top of Outline