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Center for Curriculum and Transfer Articulation
Customer Service Systems for Internet Pharmacy
Course: CSR189

First Term: 2006 Spring
 Lec + Lab   3 Credit(s)   4 Period(s)   3.7 Load  
Subject Type: Occupational
Load Formula: S


Description: Computerized systems used by internet pharmacy customer service representatives. Accessing customer accounts, searching for information, and communicating with pharmacists



MCCCD Official Course Competencies
1. Interpret different screens and tools on the customer service system. (I)
2. Search for a customer`s profile using the customer service system. (I)
3. Edit information in the customer service system. (I)
4. Perform various functions such as placing an order and checking its status. (I)
5. Navigate the prescription customer service system. (II)
6. Find a customer`s account and order history in the system. (II)
7. Describe the new account registration process and guideline. (II)
8. Identify different components in the prescription label and receipt. (II)
9. Name the most common drugs and controlled substances. (II)
10. Explain steps to open, compose, audit, and search email messages. (III)
11. Create new email messages by using macros. (III)
12. Describe guidelines for handling complaint and consumer relation emails. (III)
13. Match customer profiles to existing accounts. (III)
14. Use the messaging tool to communicate with pharmacists. (III)
MCCCD Official Course Competencies must be coordinated with the content outline so that each major point in the outline serves one or more competencies. MCCCD faculty retains authority in determining the pedagogical approach, methodology, content sequencing, and assessment metrics for student work. Please see individual course syllabi for additional information, including specific course requirements.
 
MCCCD Official Course Outline
I. Customer Service System
   A. Search
   B. Edit
   C. Order Information
      1. Status Check
      2. New Order
II. Prescription Service System
   A. Navigation
      1. Customer Account
      2. Order History
      3. Price List
   B. Registration
      1. Steps
      2. Common Problems
   C. Prescription Related Services
      1. Receipts and Labels
      2. Common Drugs
      3. Controlled Substances
      4. Generic Drugs
III. Email System
   A. Usage
   B. New Message
      1. Compose
      2. Telephone Message
      3. Macros
   C. Guideline
   D. Account Matching
   E. Pharmacist Email System
 
MCCCD Governing Board Approval Date:  10/25/2005

All information published is subject to change without notice. Every effort has been made to ensure the accuracy of information presented, but based on the dynamic nature of the curricular process, course and program information is subject to change in order to reflect the most current information available.