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Center for Curriculum and Transfer Articulation
Travel Club Membership Services II
Course: CSR221

First Term: 2009 Fall
 Lec + Lab   2 Credit(s)   4 Period(s)   3.4 Load  
Subject Type: Occupational
Load Formula: S


Description: Membership service account procedures. Includes account research navigation and techniques as well as account status determination. Also covers billing issues and procedures for completing transfers



MCCCD Official Course Competencies
1. Explain account research techniques. (I)
2. Demonstrate account research techniques. (I)
3. Determine account status. (I)
4. Demonstrate techniques for gathering information. (II)
5. Review procedures for overcoming barriers to effective communication. (II)
6. Describe characteristics of probing questions. (II)
7. Identify and explain various types of billing questions. (III)
8. Resolve billing issues. (III)
9. Demonstrate effective communication with regard to account charges. (III)
10. Resolve questionable account charges. (III)
11. Describe criteria for transfers. (IV)
12. Demonstrate procedures for researching transfer information. (IV)
13. Complete transfers. (IV)
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. Account Research
   A. Systems
   B. Navigation
   C. Techniques
   D. Account Status
      1. Cancellation
      2. Reinstatement
II. Communication
   A. Barriers
      1. Types
      2. Resolution
   B. Gathering Information
      1. Questioning Techniques
      2. Guidelines
      3. Need Determination
III. Billing
   A. Accounts
   B. Process
   C. Issues
   D. System Tools
   E. Charges
      1. Types
      2. Resolution
   F. Resolution
IV. Transfers
   A. Research
      1. Types
      2. Procedures
   B. Criteria
   C. Procedures
V. Troubleshooting
   A. Internet Software
   B. Email Software
   C. Webmail/Netmail
 
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.