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Center for Curriculum and Transfer Articulation
Credit Collections
Course: GBS112

First Term: 1992 Spring
 Lecture   2 Credit(s)   2 Period(s)   2 Load  
Subject Type: Occupational
Load Formula: S


Description: Interpreting account records. Managing and recording customer contact communications. Includes fact finding, problem solving, and dealing with customer defensiveness. Federal laws regarding specific collections and skip tracing



MCCCD Official Course Competencies
1. Interpret account records from computer printout. (I)
2. Write responses to specified account situations. (I)
3. Explain federal laws concerning collections for specific situations. (II)
4. State specific techniques for effective skip tracing. (II)
5. Given case studies, demonstrate appropriate questioning techniques for specific information. (III)
6. Participate in listening an paraphrasing communication. (III)
7. Given case studies, demonstrate empathetic responses to specific information.
8. Write or verbalize assertive responses to specific customer exuses. (III)
9. State negotiating responses to customer problems. (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. Account Records/Situations
   A. Computer printouts
   B. Follow-up
      1. note taking
      2. responses
II. Collection Policies
   A. Federal laws
      1. content
      2. compliance
   B. Skip tracing
III. Communication Techniques
   A. Fact finding--questions
   B. Listening
      1. information
      2. feelings
   C. Managing defensiveness
      1. empathy
      2. assertiveness
   D. Problem solving--negotiation
 
MCCCD Governing Board Approval Date:  10/22/1991

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.