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					                                                  CURRICULUM | TRANSFER ARTICULATION | COURSE AND PROGRAM SEARCHES


                                              Quality Customer Service

Award Type: Associate in Applied Science                 Initiating College: Rio Salado College
Effective Term: 2009 Summer I                            Program Availability: College Specific
Overall G.P.A.: 2.00                                     Total Credits: 64

Major Code: 3810                                         CIPS Code: 52.04.11
Faculty Initiator: Mary Hannaman                         Instructional Council: Business/Management (03)

District Curriculum Committee Online Agenda Date: 04-20-2009 to 4-23-2009
MCCCD Governing Board Approval Date: 05-26-2009

Description: The Associate in Applied Science (AAS) degree in Quality Customer Service is designed to provide
students with training to meet the requirements for employment. Courses will be offered in Customer Service, Teamwork,
Communication Skills (both written and oral), and Professional Development.


Program Notes:
Students must earn a grade of “C” or better for all courses required within the program.
+ indicates course has a prerequisite and/or corequisites.
++ indicates any module.

Admission Criteria: None

Program Prerequisites: None

Required Courses: Credits: 16-17

Certificate of Completion in Quality Customer Service (CCL/5728)                                     16-17

Restricted Electives: Credits: 22-23
Students will choose one of the following for a total of 22-23 credits.

Students must choose 22-23 industry/job specific course credits and have them approved by the department chair, or
choose 22-23 industry/job specific course credits from the list of Restricted Electives. These industry/job specific credits
must include a minimum of 9 credits with a common subject.

AIR+++++                 Any AIR Airline Operations course
BTO+++++                 Any BTO Business Technology for the Office course
COV+++++                 Any COV Covey course
CSI+++++                 Any CSI Credit Services Industry course
CSR+++++                 Any CSR Customer Service Representative course
GBS+++++                 Any GBS General Business course
HSA+++++                 Any HSA Human Services Administration course
MGT+++++                 Any MGT Management course
PAD+++++                 Any PAD Public Administration Course
PGR+++++                 Any PGR Professional Growth course
PHT+++++                 Any PHT Pharmacy Technology course
PRM+++++                 Any PRM Property Management course
SBS+++++                 Any SBS Small Business Management course
TLT+++++                 Any TLT Telecommunications Technology course
TQM+++++                 Any TQM Total Quality Management course
TVL+++++                 Any TVL Travel Agent Technology course
UCS+++++                 Any UCS Utilities Customer Service course

OR

Certificate of Completion in Human Services—Assistance: Customer Service (5804)
Students must also choose 4-5 industry/job specific elective credits from the list of Restricted Electives.

OR

Certificate of Completion in Human Services—Specialist: Customer Service (5104)
Students must also choose 9-10 industry/job specific elective credits from the list of Restricted Electives.

OR

Certificate of Completion in Human Services—Long Term Care: Customer Service (5110)
Students must also choose 8-9 industry/job specific elective credits from the list of Restricted Electives.

OR

Certificate of Completion in Automobile Insurance: Customer Service (5171)
Students must also choose 10-11 industry/job specific elective credits from the list of Restricted Electives.

OR

Certificate of Completion in Automobile Policy: Customer Service (5497)
Students must also choose 11-12 industry/job specific elective credits from the list of Restricted Electives.

OR

Certificate of Completion in Insurance: Customer Service (5111)
Students must also choose 8-9 industry/job specific elective credits from the list of Restricted Electives.

OR

Certificate of Completion in Insurance Claims and Losses: Customer Service (5496)
Students must also choose 13-14 industry/job specific elective credits from the list of Restricted Electives.

OR

Certificate of Completion in Motor Vehicle: Customer Service (5634)
Students must also choose 11-12 industry/job specific elective credits from the list of Restricted Electives.

OR

Certificate of Completion in Utilities: Customer Service (5310)
Students must also choose 3-7 industry/job specific elective credits from the list of Restricted Electives.

OR

Certificate of Completion in Bank Account Management: Customer Service (5663)
Students must also choose 12-13 industry/job specific elective credits from the list of Restricted Electives.
OR


Certificate of Completion in Credit Counseling: Customer Service (5176)
Students must also choose 10-11 industry/job specific elective credits from the list of Restricted Electives.

OR

Certificate of Completion in Travel Agency: Customer Service (5736)
Students must also choose 6-8 industry/job specific elective credits from the list of Restricted Electives.

Free Electives: None.

General Education Requirements: Credits: 25

General Education: Credits: 15

First-Year Composition
+       ENG101         First-Year Composition (3) AND
+       ENG102         First-Year Composition (3) OR
+       ENG111         Technical Writing (3)                                                         6

Oral Communication
       COM100            Introduction to Human Communication                                         3

Critical Reading
+        CRE101          Critical and Evaluative Reading I (3) OR
+        CRE111          Critical Reading for Business and Industry (3) OR
                         Equivalent as indicated by assessment                                       3

Mathematics
+     MAT102             Mathematical Concepts/Applications (3) OR
                         Satisfactory completion of a higher level mathematics course                3

General Education Distribution: Credits: 10

Humanities and Fine Arts
       Any approved general education course in the Humanities and Fine Arts area.                   3

Natural Sciences
        Any approved general education course in the Natural Sciences area.                          4

Social and Behavioral Sciences
        Any approved general education course in the Social and Behavioral Sciences area             3



                                                  Program Competencies

CCL Quality Customer Service (5728)

1.      Demonstrate effective listening and interpersonal communication skills. (COM110)
2.      Demonstrate effective skills in creating a supportive working climate. (COM110)
3.      Identify the principal nonverbal signals used in employee communication. (COM110)
4.     Demonstrate effective self-management skills relative to time management, interpersonal relationships,
       and professional ethics. (GBS175)
5.     Describe ways to create satisfaction in the credit/financial industry including responsiveness, reliability,
       empathy, and tangible service. (TQM101)
6.     Identify criteria used to determine quality in a service industry and explain differences between services
       with and without quality. (TQM101)
7.     Demonstrate effective written communication skills. (TQM105, GBS233)
8.     Communicate information and ideas in clear, concise and correct business writing style. (TQM105,
       GBS233)
9.     Identify and describe the types of conflict and define factors that lead to escalation and
       de-escalation of a dispute. (TQM230)
10.    Describe techniques for successfully effecting change in the work environment. (TQM230)

AND

CCL Human Services – Assistance: Customer Service (5804)

1.     Describe the purpose and scope of assistance programs. (HSA113)
2.     Use a computerized eligibility system. (HSA113)
3.     Explain policies and procedures for various types of eligibility determinations and referrals. (HSA114,
       HSA116, HSA222, HSA224, HSA226)
4.     Explain procedures for dealing with special cases. (HSA116, HSA224)
5.     Compare and contrast the various types of application processes. (HSA114, HSA116, HSA118)
6.     Make eligibility determinations. (HSA118, HSA222, HSA224, HSA226)
7.     Explain policies for dealing with various types of changes. (HSA222, HSA224)
8.     Explain non-compliance procedures for various types of households. (HSA224)
9.     Identify and explain Two Parent Employment Program (TPEP) eligibility requirements. (HSA226)
10.    Determine eligibility for emergency services. (HSA118, HSA226)

OR

CCL Human Services – Specialist: Customer Service (5104)

1.     Practice data entry activities. (BPC119)
2.     Summarize the process for referral and selection in employment assistance programs. (HSA160, HSA162,
       HSA163, HSA164)
3.     Summarize the importance of assessments and reassessment. (HSA160, HSA163)
4.     Process payments. (HSA160, HSA163)
5.     Summarize procedures and process dispute resolutions. (HSA162, HSA164)
6.     Inform participants of their rights regarding the grievance process. (HSA162, HSA164)
7.     Establish and complete case records. (HSA160, HSA162, HSA163, HSA164)
8.     Process various employee assistance documents. (HSA163, HSA164)
9.     Summarize and document retention procedures. (HSA164)

OR

CCL Human Services – Long Term Care: Customer Service (5110)

1.     Summarize various Arizona Health Care Cost Containment System (AHCCCS) programs. (HSA200)
2.     Explain the process of determining eligibility. (HSA200)
3.     Summarize the Arizona Long Term Care System (ALTCS). (HSA200, HSA202)
4.     Describe the application process. (HSA200, HSA202)
5.     Assess income and share of cost for Social Security Income cases and community spouse cases.
       (HSA204)
6.     Summarize procedures for handling trust cases. (HSA204)
7.     Summarize case management. (HSA206)
8.     Evaluate acute care requirements and non-covered medical expenses. (HSA206)
9.     Demonstrate investigative interviewing techniques. (HSA208)
10.    Identify and determine residency documentation and verification. (HSA204, HSA210)
11.    Explain transfers and how they affect eligibility. (HSA204, HSA210)

OR

CCL Automobile Insurance: Customer Service (5171)

1.     Summarize insurance eligibility determination guidelines. (CSR200)
2.     Demonstrate effective customer service skills. (CSR200, CSR207, CSR214)
3.     Summarize procedures for automobile insurance member services representatives. (CSR200, CSR212)
4.     Explain insurance terms, contracts, claims, and policies. (CSR200, CSR213)
5.     Explain and practice discounting insurance rates for qualifying customers. (CSR207)
6.     Explain insurance contract stipulations to customers. (CSR207)
7.     Demonstrate the ability to adjust insurance coverage on an existing customer’s policy. (CSR207, CSR214)
8.     Summarize underwriting considerations and risks, and the criteria used. (CSR212)
9.     Use vehicle operator rating factors to determine automobile policy rates. (CSR212)
10.    Use a computer to input and maintain customer data. (CSR212, CSR214)
11.    Explain procedures for computerized phone system operation and direct sales computer system. (CSR212,
       CSR214)
12.    Summarize types of loss, exclusions, and credits available to members. (CSR213)
13.    Explain procedures for sharing confidential information and security responsibilities. (CSR213)

OR

CCL Automobile Policy: Customer Service (5497)

1.     Recommend appropriate customer service strategies. (CSR251, CSR253, CSR254, CSR256, CSR259)
2.     Summarize payment processing and electronic billing procedures. (CSR251)
3.     Explain the importance of communication in customer service. (CSR251, CSR253, CSR254, CSR256,
       CSR259)
4.     Examine issues related to insurance endorsement and coverage. (CSR253)
5.     Manage account and policy change requests. (CSR253, CSR254, CSR256, CSR259)
6.     Illustrate vehicle addition, replacement, and deletion steps. (CSR253)
7.     Identify factors that affect an automobile insurance policy. (CSR254)
8.     Summarize policy and driver alteration operations. (CSR254)
9.     Explain various reasons that result in policy termination. (CSR256, CSR259)
10.    Arrange payment options and cancellation status. (CSR256, CSR259)
11.    Summarize policy reinstatement procedures. (CSR259)
12.    Distinguish between policy reinstatement and policy rewrite. (CSR259)

OR

CCL Insurance: Customer Service (5111)

1.     Summarize the concept of general insurance. (CSR180)
2.     Summarize the various types of insurance and their provisions. (CSR280)
3.     Explain procedures for determining rates and coverage including rating factors, markets and liability.
       (CSR181)
4.     Complete an insurance application. (CSR182)
5.     Evaluate a customer’s insurance needs. (CSR185, CSR186)
6.     Demonstrate ability to use effective communication skills. (CSR185, CSR186)
7.     Explain benefit selling. (CSR185, CSR186)
8.     Use an insurance industry computer system. (CSR182, CSR185, CSR186)

OR

CCL Insurance Claims and Losses: Customer Service (5496)

1.     Integrate company mission and vision into customer service practice. (CSR244, CSR246, CSR264)
2.     Summarize the insurance policy cycle and loss reporting procedure. (CSR244, CSR246, CSR264)
3.     Utilize communication and listening techniques while on the phone with customers. (CSR244, CSR246,
       CSR264)
4.     Formulate customer service strategies to retain customers. (CSR246)
5.     Evaluate a loss claim to determine if a referral is needed. (CSR246)
6.     Explain steps to handle a new or existing claim. (CSR264)
7.     Summarize assigned risk policies. (CSR264)
8.     Summarize types of property losses. (CSR246, CSR264)
9.     Examine the process when recording a loss. (CSR246, CSR264)

OR

CCL Motor Vehicle: Customer Service (5634)

1.     Summarize the importance and characteristics of effective customer service. (CSR111)
2.     Complete motor vehicle division records administration procedures. (CSR112, CSR113)
3.     Explain and use a computerized account maintenance system. (CSR111, CSR112, CSR113, CSR115,
       CSR124)
4.     Explain and complete procedures for title issues. (CSR113, CSR124)
5.     Summarize registration administration procedures. (CSR112, CSR113)
6.     Practice making adjustments to customer records. (CSR111, CSR112, CSR113, CSR115, CSR124)
7.     Explain and demonstrate privilege restriction documentation and procedures. (CSR115)
8.     Complete title exchange documentation and procedures. (CSR113, CSR124)
9.     Summarize procedures for completing actions on a customer account. (CSR111, CSR112, CSR113,
       CSR115, CSR124)

OR

CCL Utilities: Customer Service (5310)

1.     Identify basic billing procedures in the utility industry. (UCS101)
2.     Explain the role of an energy provider, service commitments, and deregulation of the electric utility industry.
       (UCS108)
3.     Summarize billing, credit, and service order procedures for assessing and maintaining customer accounts
       for public utilities. (UCS108)
4.     List various types of meters and the applications and possible malfunctions of each. (UCS110, UCS140)
5.     Make determinations as to type of power problems and process the necessary corrective actions. (UCS110,
       UCS140)
6.     Make determinations as to maintenance needs and process. (UCS110)
7.     Make service need determinations and process. (UCS130, UCS135, UCS140)
8.     Perform payment, deposit and credit operations. (UCS120, UCS140)
9.     Describe different rate schedules and calculate rates. (UCS120)
10.    Identify information and deposit requirements for establishing new accounts. (UCS130)
11.    Assess customer needs and take appropriate action. (UCS130, UCS140)
12.    Establish new customer accounts. (UCS135, UCS140)

       OR
1.     Explain the role of an energy provider of the electric utility industry. (UCS105, UCS122, UCS124, UCS126)
2.     Perform various customer service orders including shut-off orders, trouble and outage orders, billing service
       adjustments, and payment methods. (UCS128)
3.     Enroll customers into various service plans. (UCS126)
4.     Create a shut-off order and a credit agreement for a delinquent account. (UCS124, UCS132)
5.     Analyze high bill accounts. (UCS132)
6.     Utilize the computer system to access customer information, and the automatic call distributor system.
       (UCS105, UCS122, UCS124, UCS126, UCS132)
7.     Explain the metering process and demonstrate ability to read meters. (UCS122, UCS124, UCS134)
8.     Calculate bills using various service plans. (UCS122, UCS134)
9.     Differentiate between types of emergency response drills and zones. (UCS128)
10.    Determine energy usage and energy saving tips. (UCS132, UCS134)
11.    Establish new customer accounts, determine deposit requirements, calculate deposit amounts, and
       determine service line status. (UCS122, UCS124, UCS126)

OR

CCL Bank Account Management: Customer Service (5663)

1.     Identify the roles and responsibilities of a banking member service representative. (CSI206, CSI207, CSI208,
       CSI209)
2.     Demonstrate effective communication and problem solving skills. (CSI206, CSI207, CSI208, CSI209)
3.     Explain how to log onto a computerized banking operating system. (CSI206, CSI207, CSI208, CSI209)
4.     Define banking terminology. (CSI206, CSI207, CSI208, CSI209)
5.     Explain types and features of various banking packages and accounts. (CSI206, CSI207)
6.     Summarize procedures for handling credit and debit cards, cash advances, funds transfers, and wire transfers.
       (CSI207)
7.     Explain various banking processes, including processes for updating account information, consumer loans,
       stopping payments, reordering checks, and requesting refunds. (CSI206, CSI208)
8.     Summarize fraud procedures. (CSI208)
9.     Use a computerized banking operating system, an online documentation system, and an online procedures
       manual. (CSI209)
10.    Process various banking member requests, such as cash advances, payment stoppage, funds and wire transfers,
       refunds, and check reorders. (CSI209)

OR


CCL Credit Counseling: Customer Service (5176)

1.     Explain basic customer service principles for credit counselors. (CSI250)
2.     Summarize the importance and benefits of a credit-counseling program. (CSI250)
3.     Summarize credit industry laws. (CSI251)
4.     Explain the purpose of the Fair Isaac Company (FICO) credit score and the factors used when
       determining the score. (CSI251)
5.     Identify and explain various credit industry elements including types of bankruptcies, types of credit, types
       of account liability, credit ratings, and payment histories. (CSI251)
6.     Evaluate customer accounts. (CSI255)
7.     Process correspondence from clients in a timely and effective manner. (CSI255, CSI257)
8.     Demonstrate the ability to maintain a customer’s account. (CSI255, CSI257)
9.     Identify and explain information found on various screens of a credit counseling computer system. (CSI257)

OR

1.     Explain basic customer service principles for credit counselors. (CSI250)
2.     Summarize the importance and benefits of a credit-counseling program. (CSI250)
3.     Summarize credit industry laws. (CSI251)
4.     Explain the purpose of the Fair Isaac Company (FICO) credit score and the factors used when
       determining the score. (CSI251)
5.     Identify and explain various credit industry elements including types of bankruptcies, types of credit, types
       of account liability, credit ratings, and payment histories. (CSI251)
6.     Summarize information found on various account screens including customer information and financial
       management tabs. (CSI252)
7.     Create an account for a new customer. (CSI252)
8.     Explain account maintenance, creditor policy, and budget review procedures. (CSI258)
9.     Differentiate between types of financial resource identification. (CSI258)

OR

CCL Travel Agency: Customer Service (5786)

1.     Explain procedures for and practice using various reservations displays. (TVL150, TVL153, TVL154)
2.     Summarize procedures for handling special requests. (TVL152, TVL154)
3.     Explain procedures for and process various types of ground transportation reservations. (TVL151,
       TVL154)
4.     Summarize procedures for handling group reservations. (TVL151, TVL154)
5.     Complete ticketing and delivery procedures. (TVL153, TVL154)
6.     Summarize and perform reservation modifications procedures. (TVL153, TVL154)
7.     Identify and use various codes. (TVL150, TVL152, TVL154)
8.     Complete various customer bookings. (TVL150, TVL151, TVL153, TVL154)
9.     Use a computerized reservations system. (TVL150, TVL151, TVL152, TVL153, TVL154)

OR

1.     Demonstrate effective communication skills. (TVL160, TVL161)
2.     Explain procedures for and practice using various reservations displays. (TVL162, TVL164, TVL165)
3.     Summarize procedures for handling special requests. (TVL164, TVL165)
4.     Explain procedures for and process various types of ground transportation reservations. (TVL163,
       TVL165)
5.     Summarize and perform reservation modifications procedures. (TVL162, TVL163, TVL165)
6.     Identify and use various codes. (TVL162, TVL164, TVL165)
7.     Complete various customer bookings. (TVL162, TVL164, TVL165)
8.     Use a computerized reservations system. (TVL161, TVL162, TVL163, TVL164, TVL165)



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