MCCCD Program Description

Digital Telecommunications Customer Interaction

Course: CSR226

First Term: 2004 Spring

Lec + Lab 1 Credit(s) 2 Period(s) 1.7 Load
Subject Type: Occupational
Load Formula: S

Description: Digital telecommunications industry customer service communication techniques. Emphasis on active listening and questioning strategies in the identification of digital telecommunications customer needs. Covers negotiation and customer valuation techniques

MCCCD Official Course Competencies
1. Use active listening techniques in the provision of digital telecommunications industry customer service. (I) 2. Employ questioning strategies in the identification of customer need. (II) 3. Practice negotiation strategies that serve to meet the interests of digital telecommunications industry customers. (III) 4. Use sales strategies during interactions with customers. (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. Active Listening Techniques A. Telephone Etiquette B. Call flow Control C. Paraphrase Techniques II. Need Identification A. Request Acknowledgement B. Apologize/Empathize/Acknowledge Strategy C. Customer Typology Considerations D. Information Capture Strategy III. Negotiation Strategies A. Rapport Building Techniques B. Flexibility Parameters C. Empowerment/Ownership Concerns D. Emotional De-Escalation IV. Value Promotion A. Greeting Strategies 1. Greetings 2. Customer Address Procedures B. Tone Considerations C. Empathy D. Value Statements

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.