Official Course Description: MCCCD Approval: 07/22/08
CSR149 20046-20086	LEC	3 Credit(s)	3 Period(s)
Local Phone Service Provision
Local phone service provider customer service principles. Emphasis on local phone service offer and feature explanation. Covers customer need identification and resolution operations. Includes directory listing information, service enhancement ordering, charge calculation, and operations documentation. Prerequisites: None.

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MCCCD Official Course Competencies:
CSR149   20046-20086	Local Phone Service Provision

1.	Explain telephone service carrier concerns regarding the provision of local telephone services. (I)
2.	Describe telephone service offers associated with the provision of local telephone service. (II)
3.	Identify telephone features associated with the provision of local telephone service. (III)
4.	Cite need based phone service assistance options. (IV)
5.	Contrast the different phone service directory listing options available to local phone service customers. (V)
6.	Describe optional local phone service enhancements. (VI)
7.	Calculate charges associated with the provision of local phone service. (VII)
8.	Employ call flow best practices in the provision of inbound customer service. (VIII)
9.	Review customer account notation documentation procedures. (IX)
10.	Navigate a local phone service company intranet in response to customer needs. (X)
11.	Identify the operations that must be performed in order to meet a customer's stated needs. (X)
12.	Explain account charge order status to inquiring customers. (XII)

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MCCCD Official Course Outline:
CSR149   20046-20086	Local Phone Service Provision

I. Local Service Provision Concerns A. Local Market Entry Concerns B. Local Exchange Company Issues 1. Service Re-Sale Arrangement 2. Unbundled Service Provisions C. Phone Line Based Service II. Local Service Offers A. Dial Tone Offers B. Local Calling Area Options C. Geographically Based Offer Location III. Local Telephone Features A. Feature Description B. Specific Area Restriction C. Pay-Per-Use Operations D. Call Blocking Stipulations IV. Need Based Phone Service Programs A. Subsidy Concerns 1. Subsidy Options 2. Qualification Criteria 3. Application Process B. Disability Based Programs 1. Accommodation Options 2. Qualification Criteria 3. Application Process V. Phone Directory Listing Options A. Standard Listing Service B. Non-Listed Numbers C. Non-Published Numbers VI. Local Phone Service Enhancements A. Voice Mail 1. Basic Voice Mail 2. Supplementary Features 3. Mail Management Options B. Phone Based Internet Services 1. Plan Option Identification 2. Plan Package Discount Information VII. Service Calculations A. Rate Calculation B. Charge Calculations C. Fee Explanation Location VIII. Call Flow Model Standard Identification A. Call Flow Components 1. Call Open 2. Information Access 3. Request Acknowledgement 4. Information Verification 5. Issue Resolution B. Customer Service Techniques C. Customer Service Call Script Familiarity IX. Account Documentation Procedures A. Code Notation B. Call Cause Identification Strategies C. File Note Entry Procedures D. Internal File Note Entry Concerns X. Intranet Navigation Concerns A. System Identification B. Screen Location C. Field Location D. Module Completion Concerns XI. Customer Service Need Identification A. Service Change Orders B. Disconnect Orders C. Stack Orders D. Call Annoyance Prevention 1. Sales Harassment 2. Threats XII. Order Status Identification A. Unwanted Long Distance Provider Change Orders B. Order State Flow C. Customer Escalation Procedures

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