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Center for Curriculum and Transfer Articulation
Travel Club Membership Services I
Course: CSR220

First Term: 2009 Fall
 Lec + Lab   3 Credit(s)   5 Period(s)   4.4 Load  
Subject Type: Occupational
Load Formula: S


Description: Introduction to travel club membership services. Includes procedures for creating, modifying, and upgrading member accounts as well as processing promotions. Also covers quality assurance guidelines, quality customer service, and retention strategies in addition to account cancellation and reinstatement



MCCCD Official Course Competencies
1. Explain characteristics of quality customer service. (I)
2. Describe quality assurance guidelines. (I)
3. Demonstrate procedures for creating personal defining moments. (I)
4. Describe customer retention strategies. (I)
5. Demonstrate procedures for adding a new primary member. (II)
6. Demonstrate procedures for adding associate members. (II)
7. Differentiate between gift and donor memberships. (II)
8. Describe current promotions. (II)
9. Process promotions. (II)
10. Evaluate replacement card requests. (III)
11. Complete replacement card requests. (III)
12. Process membership renewal requests. (III)
13. Complete account upgrades. (III)
14. Research account cancellation details. (III)
15. Determine eligibility for reinstatement. (III)
16. Demonstrate procedures for updating member information. (III)
17. Use system software to enter member information. (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
   A. Quality
      1. Definition
      2. Value
      3. Goals
      4. Role
   B. Quality Assurance
      1. Importance
      2. Guidelines
   C. Dimensions of Service
   D. Personal Defining Moments
      1. Definition
      2. Use
      3. Procedures
   E. Customer Retention
      1. Resources
      2. Strategies
II. Account Procedures
   A. Personal Defining Moments
      1. Definition
      2. Criteria
      3. Process
   B. Membership
      1. Primary
      2. Associate
      3. Gift
      4. Donor
   C. Promotions
      1. Types
      2. Criteria
      3. Procedures
      4. Codes
III. Account Modifications
   A. Replacement Cards
      1. Evaluation
      2. Procedures
   B. Renewals
      1. Criteria
      2. System Usage
   C. Upgrades
      1. Types
      2. Research
      3. Eligibility
      4. Process
   D. Account Cancellation
      1. Research
      2. Details
   E. Reinstatement
      1. Criteria
      2. Procedures
   F. Information Update
      1. Types
      2. Restrictions
      3. Procedures
 
MCCCD Governing Board Approval Date:  10/27/2009

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.