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Center for Curriculum and Transfer Articulation
Digital Telecommunications Customer Service
Course: CSR225

First Term: 2004 Spring
 Lecture   2 Credit(s)   2 Period(s)   2 Load  
Subject Type: Occupational
Load Formula: S


Description: Principles for the provision of digital telecommunications industry customer service. Emphasis upon the initiation of services to customers. Covers deposit collection, credit check performance, and Internet connection procedures. Includes digital television upgrade and pay-per-view provision information



MCCCD Official Course Competencies
1. Perform a credit check on potential digital telecommunications customers. (I)
2. Describe the means for collecting deposits from new customers. (II)
3. Relate coaxial cable Internet connection procedures to customers via phone. (III)
4. Cite digital television upgrade service procedures. (IV)
5. Arrange for customer receipt of pay-per-view television services. (V)
6. Explain the importance of standardization in database entry. (VI)
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. Credit Check Performance
   A. Customer Permission Capture
   B. Screen Navigation
   C. Documentation
II. Deposit Receipt Procedures
   A. Amount Calculation
   B. Phone Payment Processing
   C. Disputed Deposit Amount Settlement
   D. Documentation
III. Internet Connection Procedures
   A. Equipment Status Determination
      1. Network Interface Card
      2. Open Universal Serial Bus Port
   B. Connection Procedures
      1. Modem Connection
      2. Network Setting Configuration
   C. Connection Software
      1. Installation
      2. Configuration
   D. Technician Responsibilities
   E. Customer Education
IV. Digital Television Upgrade Procedures
   A. Upgrade Justification
   B. Upgrade Locations
   C. Timetable
   D. Digital Converter Concerns
   F. Documentation
V. Pay-Per-View Issues
   A. Order Processing Procedures
      1. Typology
      2. Initiation
      3. Account review
      4. Troubleshooting Procedures
   B. Reimbursement
   C. Access Issues
      1. Pay-Per-View Removal
      2. Personal Identification Number Issues
   D. Price Code Interpretation
VI. Data Entry Fundamentals
   A. Data Integrity
   B. Error Ramifications
      1. Costs
      2. Customer Issues
 
MCCCD Governing Board Approval Date:  11/25/2003

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.