Maricopa Community Colleges  CSR154   19986-20012 
Official Course Description:   MCCCD Approval:  05/26/98
CSR154      19986-20012 LEC 2 Credit(s) 2 Period(s)
Credit Card Telemarketing
Basic overview of credit card telemarketing. Covers definitions, traditional marketing methods, the telemarketer role and consumer credit structure. Customer feedback and customer management lifecycle also included. Prerequisites: None.
 
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MCCCD Official Course Competencies:
 
CSR154   19986-20012 Credit Card Telemarketing
1. Summarize the structure of consumer credit. (I)
2. Differentiate between various departments and explain their function. (II)
3. Explain credit card telemarketing. (III)
4. Analyze traditional marketing methods. (III, IV)
5. Summarize how mission, vision and values influence a corporation and a telemarketer's role. (IV)
6. Explain key measures. (IV)
7. Summarize the customer feedback process. (V)
8. Explain the customer management communications lifecycle. (VI)
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MCCCD Official Course Outline:
 
CSR154   19986-20012 Credit Card Telemarketing
    I. Consumer Credit
        A. Definition
        B. Key Locations
        C. Products and Services
        D. Market/Competitive Position
        E. Business Objectives
        F. Application Process
          1. Marketing
          2. Credit Risk Management
          3. Legal
          4. Credit Evaluation
          5. Card Production
          6. Credit Investigators
          7. Credit Services
      II. Department Definitions
          A. Credit Risk Management
          B. Marketing
          C. Credit Operations
          D. Card Production
          E. Make A Charge
          F. Authorizations
          G. Payment and Statement Services
          H. Interchange
          I. Customer Service
          J. Fraud
          K. Collections
          L. Collection Support
          M. Recoveries
          N. Telemarketing
        III. Telemarketing
            A. Definition
            B. Traditional Marketing Methods
            C. Benefits
            D. Types
              1. Business-to-Business
              2. Consumer
            E. Challenges
          IV. Telemarketer Role
              A. Mission
              B. Responsibilities
              C. Company's Mission
              D. Company's Vision
              E. Company's Values
                1. Customer Focus
                2. Respect for Each Other
                3. Professionalism
                4. Quality
                5. Teamwork
                6. Initiative
              F. Key Measures
                1. Employee Satisfaction
                2. Customer Satisfaction
                3. Net Account Growth
                4. Losses As A Percent of Revenue
                5. Overhead Ratio
              G. Quality
              H. Rules of Conduct
              I. Listening
                1. What Good Listening Helps Do
                2. Barriers to Effective Listening
                3. Techniques of a Good Listener
              J. Marketing Relationship
            V. Customer Feedback Process
                A. Roles and Responsibilities
                B. Capturing the Feedback
                C. Actionable Feedback
              VI. Customer Management Communications Lifecycle
                  A. Billing Statement
                    1. Statement Messages
                    2. Second Page of Statement
                    3. Statement Inserts
                  B. Solo Mail
                  C. Telemarketing
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