Maricopa Community Colleges  CSI108   20062-20076 
Official Course Description: MCCCD Approval: 10/25/05
CSI108 20062-20076 L+L 1 Credit(s) 2 Period(s)
Basic Telephone Banking Customer Service
Basic customer service skills for new telephone banking representatives. Examines service guidelines, phone etiquette, and phone system. Covers procedures for document requests.
Prerequisites: None.
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MCCCD Official Course Competencies:
 
CSI108   20062-20076 Basic Telephone Banking Customer Service
1. Explore customer service standards and guidelines. (I)
2. Apply problem solving steps when responding to questions or complaints. (I)
3. Review telephone etiquette essential to customer service representatives. (I)
4. Demonstrate listening skills when assisting customers. (I)
5. Use telephone system to receive, transfer, and end a call. (I)
6. List guidelines when transferring a customer service call. (I)
7. Practice processing documentation requests. (II)
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MCCCD Official Course Outline:
 
CSI108   20062-20076 Basic Telephone Banking Customer Service
    I. Customer Service
        A. Standards
        B. Problem Solving Steps
        C. Retention
        D. Telephone Etiquette
          1. Call Handling
          2. Listening Skills
          3. Call Transfer
        E. Telephone System
      II. Documentation Request
          A. Types of Requests
          B. Procedures
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