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CSR 219: Disconnects and Transfers
1.00 Credits
Rio Salado College
Procedures for completing disconnects and transfers of service using the Integrated Communications Operations Management System. Includes restrictions, documentation, and scheduling issues. Prerequisites: None.
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CSR 219 - Disconnects and Transfers
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CSR 220: Digital Subscriber Line Customer Care Representative
1.00 Credits
Rio Salado College
Overview of responsibilities of a customer care representative in the Digital Subscriber Line (DSL) industry. History and use of the Internet covered. Quality customer care emphasized. Prerequisites: None.
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CSR 220 - Digital Subscriber Line Customer Care Representative
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CSR 221: DSL Internet/ Email Customer Service
1.00 Credits
Rio Salado College
Overview of Internet/email customer service in the Digital Subscriber Line (DSL) industry. Focuses on support and troubleshooting methods of various Internet and email software packages. Webmail/Netmail support and troubleshooting also covered. Prerequisites: None.
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CSR 221 - DSL Internet/ Email Customer Service
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CSR 222: Troubleshooting Digital Subscriber Line
3.00 Credits
Rio Salado College
Installation of Digital Subscriber Line (DSL) accounts. Covers Internet connections, troubleshooting, and computerized tracking systems. Emphasis on line testing and loop problems. Prerequisites: None.
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CSR 222 - Troubleshooting Digital Subscriber Line
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CSR 223: Advanced Troubleshooting Digital Subscribers Line
1.00 Credits
Rio Salado College
Advanced troubleshooting techniques for Digital Subscriber Line (DSL) accounts. Covers use of Business Maintenance Platform (BMP) software, Local Ordering System (LOS) software, and the Redback Looking Glass Tool. Emphasis on identifying and correcting problems from a remote server. Prerequisites: None.
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CSR 223 - Advanced Troubleshooting Digital Subscribers Line
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CSR 224: Communications Industry Billing Practices
1.00 Credits
Rio Salado College
Provision of billing services to digital telecommunications industry customers. Covers database billing issues, billing policy concerns, payment acceptance, and adjustments processing. Prerequisites: None.
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CSR 224 - Communications Industry Billing Practices
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CSR 225: Digital Telecommunications Customer Service
2.00 Credits
Rio Salado College
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. Prerequisites: None.
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CSR 225 - Digital Telecommunications Customer Service
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CSR 226: Digital Telecommunications Customer Interaction
1.00 Credits
Rio Salado College
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. Prerequisites: None.
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CSR 226 - Digital Telecommunications Customer Interaction
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CSR 227: Telecommunications Customer Maintenance
3.00 Credits
Rio Salado College
Telecommunications customer account maintenance. Emphasis on servicing pre-referral to collection past due and current accounts. Covers billing considerations, discount package provision, and customer service standard awareness. Also includes service address establishment and outbound customer contact considerations. Prerequisites: None.
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CSR 227 - Telecommunications Customer Maintenance
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CSR 228: Telecommunications Database Navigation
2.00 Credits
Rio Salado College
Telecommunications database navigation procedures. Emphasis on the documentation of customer service activities in a telecommunications database. Covers code and notation interpretation, function key usage, service call scheduling, and work order data entry. Prerequisites: None.
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CSR 228 - Telecommunications Database Navigation
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