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VERIZON

Residential/Business Service Centers

• Organization Directory Page
  (titles of all evaluated learning experiences, organization description, and source of official student records)

• Titles of all evaluated learning experiences in the Residential/Business Service Centers section

• Descriptions and credit recommendations

Titles, descriptions, and credit recommendations for all learning experiences recommended for college credit within the Residential/Business Service Centers section can be found below. To locate information on additional learning experiences, which have also been recommended for college credit, use the Organization Directory Page link above for a complete list of titles for all learning experiences or use the following links to go directly to other sections: 

Buildings Technical Training Program
Business/Management/Marketing Courses
Computer Training Courses
Developmental Studies Courses
General Courses

Titles of all evaluated learning experiences in the Residential/Business Service Centers section
 
NOTE: The following courses were formerly recommended for credit but no longer carry active credit recommendations. In cases where credit recommendations have been inactive for five or more years, the course exhibits have been abbreviated. Unless otherwise indicated, complete information for abbreviated course exhibits can be found in the 1992 print edition of this Directory.

Basic Telephony
BMO (Business Marketing Operations)-Initial Training-Billing
BMO (Business Marketing Operations)-Initial Training-Orders
RMO (Residential Marketing Operations)-Initial Training-Billing
RMO (Residential Marketing Operations)-Initial Training-Orders
RMO/BMO TRAINING (Residence/Business Marketing Operations) Assistant Manager Training (03057)
RMO/BMO Training (Residence/Business Marketing Operations) Assistant Manager Training (B0305700)

Descriptions and credit recommendations

Basic Telephony
Location: 101 Willoughby Street, Brooklyn, New York.
Length: 35 hours (5 days).
Dates: August 1994 - November 2000.
Objectives: Telecommunications History: Describe generally the workings of telephone service prior to and following divestiture. Basic Telephony: Explain the concept of switching and describe important features of the public switched network (e.g., transmission facilities, trunk facilities, carrier systems); describe major types of telephone systems; explain the impact of digital communication as well as analog communication and give examples of each.
Instruction: Telecommunications History: Review of voice communication history in the United States, including the history of telephone service prior to divestiture; divestiture; the role of the FCC and other regulatory bodies. Basic Telephony: Basic principles of voice communications; effects of AT&T divestiture on telecommunication services and equipment in the business environment; management of businesses’ telecommunications needs; digital and analog communication.
Credit recommendation: Telecommunications History: In the lower division baccalaureate/associate degree category, 1 semester hour in History of Telecommunications (11/95 revalidation).  Basic Telephony: In the lower division baccalaureate/associate degree category, 2 semester hours in Introduction to Telecommunications Technology (11/95 revalidation). NOTE: It is possible for individuals to complete BMO Initial Training-Billing, BMO Initial Training-Orders, and Basic Telephony, all of which have some content that overlaps. Care should be taken to avoid awarding duplicate credit. For those individuals who completed all three courses from July 1995 onward, the total amount of credit recommended is 12 semester hours: 3 as Principles of Selling, 3 as Telecommunications Billing Systems, 1 as History of Telecommunications, 2 as Introduction to Telecommunications Technology, and 3 as Introduction to Computers or Computer Literacy.

BMO (Business Marketing Operations)-Initial Training-Billing
Location: 101 Willoughby Street, Brooklyn, New York.
Length: Version 1 or 2: 420 hours (12 weeks); includes approximately 70 hours of formally evaluated, on-the-job practice.
Dates: Version 1: June 1989 - June 1995.* Version 2: July 1995 - November 2000.
Objectives: Version 1: Sales: Differentiate between products and services on the basis of their features and benefits; communicate effectively with customers; evaluate customer needs; use persuasive techniques. Telecommunications Billing: Interpret, analyze, and act upon station message detail reports (SMDR’s); describe the functional elements of an SMDR; read and interpret tariffs to determine rates applicable to specific customer billing situations. Telecommunications History: Describe generally the workings of telephone service prior to and following divestiture. Version 2: Sales: Differentiate between products and services on the basis of their features and benefits; communicate effectively with customers; evaluate customer needs; use persuasive techniques. Telecommunications Billing: Interpret, analyze, and act upon station message detail reports (SMDR’s); describe the functional elements of an SMDR; read and interpret tariffs to determine rates applicable to specific customer billing situations. Computer Literacy: Operate a computer comfortably; bring up and utilize a Windows multi-tasking environment; execute and manipulate other software packages.
Instruction: Version 1: Sales: Product knowledge; persuasion; stimulating interest; presenting product and service benefits; active listening; handling objections; eliciting information; establishing rapport in a telephone sales situation; closing a sale; customer follow-up. Telecommunications Billing: The role and function of tariffs; SMDR analysis; calling and called number analysis; message unit analysis; rate schedules. Telecommunications History: Review of voice communication history in the United States, including the history of telephone service prior to divestiture; divestiture; the role of the FCC and other regulatory bodies. Version 2: Sales: Product knowledge; persuasion; stimulating interest; presenting product and service benefits; active listening; handling objections; eliciting information; establishing rapport in a telephone sales situation; closing a sale; customer follow-up. Telecommunications Billing: The role and function of tariffs; SMDR analysis; calling and called number analysis; message unit analysis; rate schedules. Computer Literacy: Introduction to Windows multi-tasking environment; use of mouse, function keys, and pull-down menus. Participants use the computer extensively during the 12 week program, specifically, the Lotus NOTES program. They develop proficiency in the generic skills that are applicable to various computing environments and software packages.
Credit recommendation: Version 1: In the lower division baccalaureate/associate degree category, 3 semester hours in Principles of Selling and in the lower division baccalaureate/associate degree category, 3 semester hours in Telecommunications Billing Systems and in the lower division baccalaureate/associate degree category, 1 semester hour in History of Telecommunications (10/90). Version 2: In the lower division baccalaureate/associate degree category, 3 semester hours in Principles of Selling, and in the lower division baccalaureate/associate degree category, 3 semester hours in Telecommunications Billing Systems, and in the lower division baccalaureate/associate degree category, 3 semester hours as Introduction to Computers or Computer Literacy (11/95 revalidation). NOTE on Version 2: The Computer Literacy segment is also appropriate for those degree programs that have a general graduation requirement in Computer Literacy. This segment may not be appropriate for degree programs that require advanced courses in computing. *NOTE: Credit for study prior to June 1989 is recommended only upon successful completion of all written examinations included in the course after June 1989. In addition, the individual must have been in the job title of Customer Service Representative from June 1989 to December 1989 or currently be in the job title (if the individual is currently in the job title, the starting date is irrelevant). NOTE: It is possible for individuals to complete BMO Initial Training-Billing, BMO Initial Training-Orders, and Basic Telephony, all of which have some content that overlaps. Care should be taken to avoid awarding duplicate credit. For those individuals who completed all three courses from July 1995 onward, the total amount of credit recommended is 12 semester hours: 3 as Principles of Selling, 3 as Telecommunications Billing Systems, 1 as History of Telecommunications, 2 as Introduction to Telecommunications Technology, and 3 as Introduction to Computers or Computer Literacy.

BMO (Business Marketing Operations)-Initial Training-Orders
Location: 101 Willoughby Street, Brooklyn, New York.
Length: Version 1: 420 hours (12 weeks); includes approximately 70 hours of formally evaluated, on-the-job practice. Version 2: 455 hours (13 weeks); includes approximately 70 hours of formally evaluated, on-the-job practice. Version 3: 420 hours (12 weeks); includes approximately 70 hours of formally evaluated, on-the-job practice.
Dates: Version 1: June 1989 - August 1991.* Version 2: September 1991 - June 1995.** Version 3: July 1995 - November 2000.
Objectives: Version 1: Sales: Differentiate between products and services on the basis of their features and benefits; communicate effectively with customers; evaluate customer needs; use persuasive techniques. Telecommunications History: Describe generally the workings of telephone service prior to and following divestiture. Version 2: All objectives of Version 1; in addition, Basic Telephony: Explain the concept of switching and describe important features of the public switched network (e.g., transmission facilities, trunk facilities, carrier systems); describe major types of telephone systems. Version 3: Sales: Differentiate between products and services on the basis of their features and benefits; communicate effectively with customers; evaluate customer needs; use persuasive techniques. Telecommunications History: Describe generally the workings of telephone service prior to and following divestiture. Computer Literacy: Operate a computer comfortably; bring up and utilize a Windows multi-tasking environment; execute and manipulate other software packages.
Instruction: Version 1: Sales: Product knowledge; persuasion; stimulating interest; presenting product and service benefits; active listening; handling objections; eliciting information; establishing rapport in a telephone sales situation; closing a sale; customer follow up. Telecommunications History: Review of voice communication history in the United States, including the history of telephone service prior to divestiture; divestiture; the role of the FCC and other regulatory bodies. Version 2: All topics of Version 1; in addition, Basic Telephony: Basic principles of voice communications; effects of AT&T divestiture on telecommunication services and equipment in the business environment; management of businesses’ telecommunications needs. Version 3: Sales: Product knowledge; persuasion; stimulating interest; presenting product and service benefits; active listening; handling objections; eliciting information; establishing rapport in a telephone sales situation; closing a sale; customer follow up. Telecommunications History: Review of voice communication history in the United States, including the history of telephone service prior to divestiture; divestiture; the role of the FCC and other regulatory bodies. Computer Literacy: Introduction to Windows multi-tasking environment; use of mouse, function keys, and pull-down menus. Participants use the computer extensively during the 12 week program, specifically, the Lotus NOTES program. They develop proficiency in the generic skills that are applicable to various computing environments and software packages.
Credit recommendation: Version 1: In the lower division baccalaureate/associate degree category, 3 semester hours in Principles of Selling and in the lower division baccalaureate/associate degree category, 1 semester hour in History of Telecommunications (10/90). *NOTE: Credit for study prior to June 1989 is recommended only upon successful completion of all written examinations included in the course after June 1989. In addition, the individual must have been in the job title of Customer Service Representative from June 1989 to December 1989 or currently be in the job title (if the individual is currently in the job title, the starting date is irrelevant). Version 2: In the lower division baccalaureate/associate degree category, 3 semester hours in Principles of Selling; in the lower division baccalaureate/associate degree category, 1 semester hour in History of Telecommunications; and in the lower division baccalaureate/associate degree category, 2 semester hours in Introduction to Telecommunications Technology (9/91). **NOTE: Credit for study prior to September 1991 is recommended only upon successful completion of all written examinations included in the course after September 1991. In addition, the individual must have been in the job title of Customer Service Representative from June 1989 to December 1989 or currently be in the job title (if the individual is currently in the job title, the starting date is irrelevant). Version 3: In the lower division baccalaureate/associate degree category, 3 semester hours in Principles of Selling and in the lower division baccalaureate/associate degree category, 1 semester hour in History of Telecommunications and in the lower division baccalaureate/associate degree category, 3 semester hours as Introduction to Computers or Computer Literacy (11/95 revalidation). NOTE on Version 3: The Computer Literacy segment is also appropriate for those degree programs that have a general graduation requirement in Computer Literacy. This segment may not be appropriate for degree programs that require advanced courses in computing. NOTE: It is possible for individuals to complete BMO Initial Training-Billing, BMO Initial Training-Orders, and Basic Telephony, all of which have some content that overlaps. Care should be taken to avoid awarding duplicate credit. For those individuals who completed all three courses from July 1995 onward, the total amount of credit recommended is 12 semester hours: 3 as Principles of Selling, 3 as Telecommunications Billing Systems, 1 as History of Telecommunications, 2 as Introduction to Telecommunications Technology, and 3 as Introduction to Computers or Computer Literacy.

RMO (Residential Marketing Operations)-Initial Training-Billing
Location: 101 Willoughby Street, Brooklyn, New York.
Length: 385 hours (11 weeks); includes approximately 140 hours of formally evaluated, on-the-job practice.
Dates: June 1989 - October 1995.*
Objectives: Sales: Differentiate between products and services on the basis of their features and benefits; communicate effectively with customers; evaluate customer needs; use persuasive techniques. Telecommunications Billing: Interpret, analyze, and act upon station message detail reports (SMDR’s); describe the functional elements of an SMDR; read and interpret tariffs to determine rates applicable to specific customer billing situations. Telecommunications History: Describe generally the workings of telephone service prior to and following divestiture.
Instruction: Sales: Product knowledge; persuasion; stimulating interest; presenting product and service benefits; active listening; handling objections; eliciting information; establishing rapport in a telephone sales situation; closing a sale; customer follow up. Telecommunications Billing: The role and function of tariffs; SMDR analysis; calling and called number analysis; message unit analysis; rate schedules. Telecommunications History: Review of voice communication history in the United States, including the history of telephone service prior to divestiture; divestiture; the role of the FCC and other regulatory bodies.
Credit recommendation: In the lower division baccalaureate/associate degree category, 3 semester hours in Principles of Selling and in the lower division baccalaureate/associate degree category, 3 semester hours in Telecommunications Billing and Accounting Systems and in the lower division baccalaureate/associate degree category, 1 semester hour in History of Telecommunications (10/90). *NOTE: Credit for study prior to June 1989 is recommended only upon successful completion of all written examinations included in the course after June 1989. In addition, the individual must have been in the job title of Customer Service Representative from June 1989 to December 1989 or currently be in the job title (if the individual is currently in the job title, the starting date is irrelevant).  

RMO (Residential Marketing Operations)-Initial Training-Orders
Location: 101 Willoughby Street, Brooklyn, New York.
Length: Version 1: 385 hours (11 weeks); includes approximately 140 hours of formally evaluated, on-the-job practice. Version 2: 420 hours (12 weeks); includes approximately 140 hours of formally evaluated, on-the-job practice.
Dates:  Version 1: June 1989 - August 1991.* Version 2: September 1991 - October 1995.**
Objectives: Version 1: Sales: Differentiate between products and services on the basis of their features and benefits; communicate effectively with customers; evaluate customer needs; use persuasive techniques. Telecommunications History: Describe generally the workings of telephone service prior to and following divestiture. Version 2: All objectives of Version 1; in addition, Basic Telephony: Explain the concept of switching and describe important features of the public switched network (e.g., transmission facilities, trunk facilities, carrier systems); describe major types of telephone systems.
Instruction: Version 1: Sales: Product knowledge; persuasion; stimulating interest; presenting product and service benefits; active listening; handling objections; eliciting information; establishing rapport in a telephone sales situation; closing a sale; customer follow up. Telecommunications History: Review of voice communication history in the United States, including the history of telephone service prior to divestiture; divestiture; the role of the FCC and other regulatory bodies. Version 2: All topics of Version 1; in addition, Basic Telephony: Basic principles of voice communications; effects of AT&T divestiture on telecommunication services and equipment in the business environment; management of businesses’ telecommunications needs.
Credit recommendation: Version 1: In the lower division baccalaureate/associate degree category, 3 semester hours in Principles of Selling and in the lower division baccalaureate/associate degree category, 1 semester hour in History of Telecommunications (10/90). *NOTE: Credit for study prior to June 1989 is recommended only upon successful completion of all written examinations included in the course after June 1989. In addition, the individual must have been in the job title of Customer Service Representative from June 1989 to December 1989 or currently be in the job title (if the individual is currently in the job title, the starting date is irrelevant). Version 2: In the lower division baccalaureate/associate degree category, 3 semester hours in Principles of Selling; in the lower division baccalaureate/associate degree category, 1 semester hour in History of Telecommunications; and in the lower division baccalaureate/associate degree category, 2 semester hours in Introduction to Telecommunications Technology (9/91). **NOTE: Credit for study prior to September 1991 is recommended only upon successful completion of all written examinations included in the course after September 1991. In addition, the individual must have been in the job title of Customer Service Representative from June 1989 to December 1989 or currently be in the job title (if the individual is currently in the job title, the starting date is irrelevant).

RMO/BMO TRAINING (Residence/Business Marketing Operations) Assistant Manager Training (03057)
(Formerly [B0305700])
Location: 11 West 42nd Street, New York, NY (through May 1990); 101 Willoughby Street, Brooklyn, NY (beginning June 1990).
Length: Version 1 or 2: 105 hours (3 weeks); includes 20 hours of self study; in addition, 36 hours of supervised on-the-job experience.
Dates: Version 1: January 1986 - September 1991.Version 2: October 1991 - June 1996.*
Objectives: Version 1: To enable office supervisors to acquire generic management skills in interpersonal relations and in the development and management of subordinates. Version 2: Apply company procedures in measuring work performance; perform an evaluation of an employee according to specific guidelines, i.e., attendance; develop and deliver a work related presentation to a small group; develop an action plan connected with company and departmental objectives; discuss the Upgrade Transfer Plan in order to identify and assess the qualifications of the current work force.
Instruction: Version 1: Fundamentals of supervision, human relations, and managerial practice; motivation; performance appraisal; policies; planning; control; union-management relations; customer relations; work measurement; group meeting techniques. Classroom experience is supplemented by workshops, case studies, and other experience-based learning. Version 2: Managing by objectives; time management; the Upgrade and Transfer Plan; quality; competition; regulatory commission and higher management appeals; job reference materials; positive communications; conflict resolution; performance appraisal; conducting a group meeting; work force administration; floor supervision; sales/managing sales; collections/managing collections; absence/tardiness control; self-development. The objectives of the course are accomplished through the use of programmed instruction, group discussions, home study, role-playing tapes, films, and a one-day visit to a field office to observe standards in practice.
Credit recommendation: Version 1: In the lower division baccalaureate/associate degree category, 4 semester hours in Management or Office Management (4/85 revalidation). Version 2: In the lower division baccalaureate/associate degree category, 4 semester hours in Supervision or Office Management (10/91 revalidation) (8/92 revalidation). *NOTE: Earlier versions of this course were Business Service Center Supervisor Training (3024) and Residence Service Center Supervisor Training (3025), both of which were grouped in one exhibit with another course entitled Business Office Supervisor (3003). Please refer to the exhibit beginning with Business Office Supervisor in the 1992 Directory for further information.

Updated 6/6/07

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