2017 – 2018
Florida Department of Education
Curriculum Framework 

Program Title:	Customer Service Representative
Program Type:	Career Preparatory
Career Cluster:	Marketing, Sales & Service

Secondary – Career Preparatory	
Program Number	8848100	
CIP Number	0252041100	
Grade Level	9-12, 30, 31	
Standard Length	4 credits	
Teacher Certification	Refer to the Program Structure section.	
CTSO	DECA	
SOC Codes (all applicable) 	43-2011 – Switchboard Operators, Including Answering Service
41-9041 – Telemarketers
43-4051 – Customer Service Representatives
43-1011 – First-Line Supervisors of Office and Administrative Support Workers	
CTE Program Resources 	http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml	

Purpose 

This program offers a sequence of courses that provides coherent and rigorous content aligned with challenging academic standards and the relevant technical knowledge and skills needed to prepare for further education and careers in the Marketing, Sales and Service career cluster; provides technical skill proficiency, and includes competency-based applied learning that contributes to the academic knowledge, higher-order reasoning and problem-solving skills, work attitudes, general employability skills, technical skills, and occupation-specific skills, and knowledge of all aspects of the Marketing, Sales and Service career cluster. 

The purpose of this program is to prepare students for employment in customer service occupations (e.g., customer service representative, customer service consultant, customer service agent, customer care manager).  The program is designed to prepare students for employment in entry-level positions involving customer service activities.

Additional Information relevant to this Career and Technical Education (CTE) program is provided at the end of this document.

Program Structure

This program is a planned sequence of instruction consisting of four occupational completion points 

To teach the courses listed below, instructors must hold at least one of the teacher certifications indicated for that course.

The following table illustrates the secondary program structure:

OCP	Course Number	Course Title	Teacher Certification	Length	SOC Code	Level	Graduation Requirement	
A	8848110	Customer Service Representative 1	ADVR PROM 7 G
BANK FINC @7 7G
BUS ED 1 @2
HOTEL TRNG 7 G
INSURANCE 7 G
MKTG 1
MKTG MGMT @7 7G
RETAILING @7 7G
TRANSPORT 7G
WHOLESAL @7 7 G	1 credit	43-2011	2	VO	
B	8848120	Customer Service Representative 2		1 credit	41-9041	2	VO	
C	8848130	Customer Service Representative 3		1 credit	43-4051	2	VO	
D	8848140	Customer Service Representative 4		1 credit	43-1011	2	VO	
(Graduation Requirement Abbreviations- EQ= Equally Rigorous Science, PA= Practical Arts, EC= Economics, VO= Career and Technical Education)

Florida Standards for Technical Subjects 

Florida Standards (FS) for English Language Arts and Literacy in History/Social Studies, Science, and Technical Subjects are the critical reading and writing literacy standards designed for grade 6 and above. These standards are predicated on teachers of history/social studies, science, and technical subjects using their content area expertise to help students meet the particular challenges of reading, writing, speaking, listening, and language in their respective fields. The FS for Mathematical Practices are designed for grades K-12 and describe varieties of expertise that educators at all levels should seek to develop in their students. These practices rest on important “processes and proficiencies” with longstanding importance in mathematics education.

Instructors must incorporate the Florida Standards for Technical Subjects and Mathematical Practices throughout instruction of this CTE program.  To access these standards, please click on the following link: http://www.fldoe.org/core/fileparse.php/5652/urlt/FloridaStandardsTechSubjects.rtf. 

Florida Standards for English Language Development (ELD)
English language learners communicate for social and instructional purposes within the school setting. ELD.K12.SI.1.1 

English Language Development (ELD) Standards Special Notes:
Teachers are required to provide listening, speaking, reading and writing instruction that allows English language learners (ELL) to communicate for social and instructional purposes within the school setting.   For the given level of English language proficiency and with visual, graphic, or interactive support, students will interact with grade level words, expressions, sentences and discourse to process or produce language necessary for academic success. The ELD standard should specify a relevant content area concept or topic of study chosen by curriculum developers and teachers which maximizes an ELL’s need for communication and social skills. To access an ELL supporting document which delineates performance definitions and descriptors, please click on the following link: http://www.cpalms.org/uploads/docs/standards/eld/SI.pdf.
For additional information on the development and implementation of the ELD standards, please contact the Bureau of Student Achievement through Language Acquisition at sala@fldoe.org.

Common Career Technical Core – Career Ready Practices

Career Ready Practices describe the career-ready skills that educators should seek to develop in their students.  These practices are not exclusive to a Career Pathway, program of study, discipline or level of education.  Career Ready Practices should be taught and reinforced in all career exploration and preparation programs with increasingly higher levels of complexity and expectation as a student advances through a program of study. 

1. Act as a responsible and contributing citizen and employee. 

2. Apply appropriate academic and technical skills. 

3. Attend to personal health and financial well-being. 

4. Communicate clearly, effectively and with reason. 

5. Consider the environmental, social and economic impacts of decisions. 

6. Demonstrate creativity and innovation. 

7. Employ valid and reliable research strategies. 

8. Utilize critical thinking to make sense of problems and persevere in solving them. 

9. Model integrity, ethical leadership and effective management. 

10. Plan education and career path aligned to personal goals. 

11. Use technology to enhance productivity. 

12. Work productively in teams while using cultural/global competence. 

Standards

After successfully completing this program, the student will be able to perform the following:

01.0	Identify and classify customer services.
02.0	Demonstrate technology literacy related to customer service.
03.0	Describe and demonstrate the human relations skills necessary for success in customer service.
04.0	Demonstrate the communication skills necessary for success in customer service.
05.0	Identify and define the terminology applicable to customer service operations.
06.0	Describe the duties and responsibilities of a call center representative.
07.0	Describe and perform telephone activities applicable to customer service.
08.0	Identify customer service activities.
09.0	Demonstrate job seeking and employability skills.
10.0	Develop a plan for a career in customer service.
11.0	Describe the leadership and organizational skills necessary for success in customer service.
12.0	Utilize effective techniques and procedures for selling customer services.
13.0	Demonstrate basic math operations relevant to customer services.
14.0	Demonstrate an understanding of a client's business policies and procedures.
15.0	Demonstrate the budget operations relevant to customer services.
16.0	Demonstrate the human relations skills necessary for hiring individuals in customer service occupations.
17.0	Demonstrate the ability to communicate skillfully.
18.0	Demonstrate an awareness of management functions and organizational structures.
19.0	Demonstrate an understanding of basic contractual obligations.
20.0	Demonstrate the ability to train others in keyboarding and the use of general office equipment.
21.0	Demonstrate the ability to perform supervisory/management functions.
22.0	Develop a plan for a career in management.
23.0	Analyze the impact of government regulations and community involvement on management decisions.
24.0	Operate computers and other equipment appropriate to marketing and managing customer services.
25.0	Demonstrate an understanding of business ownership.

2017 – 2018
Florida Department of Education
Student Performance Standards

Course Title: 	Customer Service Representative 1
Course Number: 	8848110 
Course Credit:	1

Course Description:

This course provides instruction in the basic principles of customer service: the identification and classification of customer service, technology literacy related to customer service, the human relations, leadership, organization, and communication skills necessary for success in the customer service industry, and the terminology applicable to customer service.  

Abbreviations: 
FS-M/LA = Florida Standards for Math/Language Arts
NGSSS-Sci = Next Generation Sunshine State Standards for Science

Note:  This course is pending alignment in the following categories:  FS-M/LA and NGSSS-Sci.

CTE Standards and Benchmarks	FS-M/LA	NGSSS-Sci	
01.0	Identify and classify customer services – the student will be able to:			
01.01	Define customer, customer service, and quality.			
01.02	Explain the nature of quality customer/client relations.			
01.03	Demonstrate the ability to handle customer inquiries and complaints.			
01.04	Demonstrate the ability to handle difficult customers.			
01.05	Explain company policies to customers/clients.			
01.06	Classify customer services according to the nature and characteristics of the activity.			
01.07	Demonstrate competence in resolving customer problems (e.g., clarify, explain policies/procedures, come to a consensus).			
01.08	Explain the importance of stress management as it relates to job performance.			
02.0	Demonstrate technology literacy related to customer service – the student will be able to:			
02.01	Identify the types of technology, systems, and software used in customer service.			
02.02	Describe the technological applications used in customer service (e.g., file management, email management).			
02.03	Discuss ethical issues involving the use of technology, employer/employee relationships, and customers.			
02.04	Demonstrate keyboarding proficiency and the ability to enter and manipulate text and data.			
02.05	Use word processing software to create documents.			
02.06	Explain the relationship between database management and call centers.			
02.07	Employ current and emergent computer technology and software to perform tasks related to customer service.			
02.08	Demonstrate the use of electronic communication and networking systems (e.g., fax, email, voicemail, Internet).			
02.09	Research current and emergent telecommunications systems.			
02.10	Analyze situations in which technology positively or negatively impacts customer service.			
03.0	Describe and demonstrate the human relations skills necessary for success in customer service – the student will be able to:			
03.01	Model punctuality, initiative, courtesy, loyalty, honesty, respect, responsibility, fairness, and trustworthiness.			
03.02	List acceptable health and grooming habits.			
03.03	Explain the importance of adhering to absentee and tardy policies.			
03.04	Exhibit the ability to collaborate with others.			
03.05	Discuss and develop the human relations skills essential for success and progress in customer service occupations.			
03.06	Model empathy, compassion, caring, enthusiasm, integrity, a positive attitude, self-motivation, and responsible behavior.			
03.07	Demonstrate orderly and systematic behavior and follow the chain of command.			
03.08	Explain the importance of working effectively with people from diverse backgrounds.			
03.09	Demonstrate the ability to maintain a professional demeanor toward co-workers and customers.			
03.10	Demonstrate conflict and dispute resolution techniques.			
03.11	Demonstrate the techniques used to persuade and convince others. 			
03.12	Explain the importance of self-management under minimum direction/supervision.			
03.13	Describe scenarios related to customer service.			
03.14	Describe the importance and benefits of time management.			
03.15	Prepare a time management analysis.			
03.16	Use a personality inventory for personal improvement.			
03.17	Utilize feedback for personal and professional growth.			
03.18	Demonstrate the ability to adapt to change.			
03.19	Exhibit corporate and professional etiquette.			
04.0	Demonstrate the communication skills necessary for success in customer service – the student will be able to:			
04.01	Demonstrate the ability to greet and assist visitors and clients in a professional manner.			
04.02	Demonstrate appropriate use of grammar, vocabulary, diction, and body language to deliver professional customer service.			
04.03	Identify appropriate conversation for work-related settings.			
04.04	Model professional vocabulary appropriate to a work environment.			
04.05	Demonstrate the ability to communicate in diverse settings.			
04.06	Demonstrate the ability to interact with customers, co-workers, and supervisors in a logical, clear, understandable, and effective manner.			
04.07	Describe and demonstrate the listening, speaking, and non-verbal skills necessary to determine customer needs.			
04.08	Identify major barriers to listening; demonstrate techniques to overcome those barriers.			
04.09	Explain the importance of using a pleasant tone of voice, smiling, making eye contact, maintaining proper posture, listening, being prepared to answer questions, using the customer’s name, handling customer complaints, and thanking the customer.			
04.10	Demonstrate the ability to avoid defensive responses to customers/clients and co-workers.			
04.11	Monitor written, oral, and electronic sources of information and materials relevant to delivering accurate customer service.			
05.0	Identify and define the terminology applicable to customer service operations – the student will be able to:			
05.01	Identify and define commonly used customer service terms (e.g., credit, adjustments, complaints, delivery service, internal customers, external customers).			
05.02	Identify and record customer service data.			
06.0	Describe the duties and responsibilities of a call center representative – the student will be able to:			
06.01	Identify different types of call centers.			
06.02	Discuss the role of a customer service specialist.			
06.03	Identify the benefits of customer service.			
06.04	Identify reasons for providing customer service.			
06.05	Describe the customer service mindset.			
06.06	Identify the factors to consider when deciding which customer services to provide.			
06.07	Compare various types of customer service (e.g., mass market, department store, specialty).			
06.08	Explain the importance of good customer service relations to a business.			
06.09	Describe the importance of possessing adequate knowledge of services and products to perform customer service tasks.			
06.10	Demonstrate methods of communicating with customers to identify their needs, problems, and expectations.			
06.11	Discuss the importance of accuracy, efficiency, and follow through when dealing with customers.			
06.12	Identify major areas of customer complaints (e.g., product, personnel, business).			
06.13	List the tangible and intangible costs of complaints to both the salesperson and business.			
06.14	Explain how to handle and document customer inquiries/complaints.			
06.15	Identify the types of resources used to resolve problems and satisfy the needs of customers.			
06.16	Identify types of difficult customers (e.g., disagreeable, domineering/superior, suspicious, slow/methodical, dishonest).			
06.17	Explain procedures for handling difficult internal and external customers.			
06.18	Identify actions that typically lead to customer satisfaction.			
06.19	Identify the ways customer service affects a company’s success.			
06.20	Identify the ways that the reputation of a business is influenced by customer satisfaction.			
06.21	Demonstrate an understanding of courtesy.			
07.0	Describe and perform telephone activities applicable to customer service – the student will be able to:			
07.01	Demonstrate techniques to make a positive first impression or to continue a positive relationship using the telephone (e.g., vocabulary, voice quality and tone, grammar, courteousness, rapport).			
07.02	Demonstrate techniques for placing, answering, screening, holding and directing telephone calls.			
07.03	Identify and demonstrate procedures for recording and relaying accurate messages.			
07.04	Explain the procedures for dealing with an obscene telephone call.			
07.05	Identify the components of a customer service call.			
07.06	Demonstrate use of the telephone as a customer service tool to gather, receive, record, and convey accurate and complete information in a professional and courteous manner.			
07.07	Demonstrate active listening skills.			
07.08	Demonstrate the ability to organize ideas and communicate messages appropriate to the listener and situation.			
07.09	Review the guidelines used to inform customers of order receipt, prices, shipping date, and delays.			
07.10	Describe and demonstrate a positive and caring telephone voice.			
07.11	Demonstrate techniques for handling an irate or upset caller.			
07.12	Model the impact of facial expression on tone of voice.			
07.13	Explain the importance of maintaining a telephone log.			
07.14	Demonstrate the ability to maintain a telephone log accurately and in accordance with defined procedures.			
07.15	Demonstrate the ability to access voicemail and record information accurately and neatly.			
07.16	Demonstrate the ability to retrieve messages from an answering machine and record information accurately and neatly.			
07.17	Practice logging in and out of a telephone system.			
08.0	Identify customer service activities – the student will be able to:			
08.01	Demonstrate appropriate customer greetings.			
08.02	Describe how an employee represents the firm to customers.			
08.03	Explain the techniques used to balance responsive telephone service with in-store service.			
08.04	Demonstrate the ability to determine the customer’s need for specific types of product support and customer services.			
08.05	Discuss the importance of suggestive selling of complementary goods and services.			
08.06	Demonstrate knowledge of the customer services offered by selected marketing organizations.			
08.07	Demonstrate the ability to overcome objections.			
08.08	Explain the role of customer mailing lists in the customer service industry.			
08.09	Demonstrate closing a transaction and thanking the customer.			
08.10	Explain methods of observation that can be used to obtain a customer’s surname.			
08.11	Discuss the importance of customer follow-up; include those instances when writing a thank you note could be appropriate.			
08.12	Describe techniques for listing to, identifying, and satisfying the customer’ needs/wants/problems.			
08.13	Explain techniques for determining customer merchandise/service interests.			
08.14	Discuss techniques for recognizing and responding to customer preferences.			
08.15	Explain the importance of product knowledge, features, and benefits to successful cross-selling.			
08.16	Demonstrate the ability to obtain customer commitment.			
08.17	Model methods of resolving customer complaints.			
08.18	Discuss the importance of assisting customers in the location of desired items.			
08.19	List the abilities and qualities customers expect in a customer service associate.			
09.0	Demonstrate job seeking and employability skills – the student will be able to:			
09.01	Identify the resources used in a job search.			
09.02	Identify the job application process; research the company prior to applying or interviewing.			
09.03	Locate company websites.			
09.04	Identify the documentation required to seek and obtain employment.			
09.05	Discuss the importance of drug testing and criminal background checks.			
09.06	List the documents completed by an employee for payroll and eligibility purposes.			
09.07	Arrange for and/or obtain personal and professional references.			
09.08	Prepare a professional résumé (traditional and digital).			
09.09	Prepare a letter of interest (letter of application) for a customer service position			
09.10	Read and accurately complete job application forms for customer service positions.			
09.11	Participate in a job interview scenario by roleplaying as an interviewer and an applicant.			
09.12	Demonstrate methods for handling illegal interview and application form questions.			
09.13	Compose a set of questions to ask of an interviewer.			
09.14	Participate in pre-employment testing (e.g., simulations, telephone interview, telephone screening).			
09.15	Conduct an interview follow-up.			
09.16	List the procedures to follow when accepting an employment offer.			
09.17	Illustrate an understanding of the appropriate techniques to use when changing jobs.			
09.18	Describe appropriate methods for resigning from a position.			
09.19	Identify reasons for termination.			
09.20	Prepare a letter of resignation.			
09.21	Identify and demonstrate appropriate responses to feedback from supervisors.			
09.22	Identify and demonstrate acceptable work habits.			
09.23	Demonstrate acceptable health and hygiene habits.			
09.24	Discuss examples of company standards, policies, and procedures.			
09.25	Explain the importance of following accepted rules, regulations, policies, and workplace safety guidelines.			
09.26	Describe the importance of producing quality work and meeting performance standards.			
09.27	Describe the implications of racial, ethnic, regional, educational, social, and age differences.			
09.28	Demonstrate attitudes and behaviors that eliminate stereotyping, gender bias, and recognize the value of cultural diversity.			
09.29	Demonstrate the ability to work as a team member.			
09.30	Demonstrate a strong work ethic and a positive attitude.			
09.31	Recognize the importance of the efficient use of materials and space.			
09.32	Demonstrate an understanding of ethical business practices.			
09.33	Explain the importance of confidentiality in the workplace concerning any written, oral, or digitally transmitted information pertaining to personnel, customers, or materials.			
09.34	Obtain letters of reference summarizing work/volunteer experiences.			
10.0	Develop a plan for a career in customer service – the student will be able to:			
10.01	Discuss the advantages and disadvantages of working in the customer service field.			
10.02	Identify the personal qualities necessary for success as a customer service representative.			
10.03	Research customer service occupations.			
10.04	Diagram a career path for the customer service associate.			
10.05	Write a job description for a customer service associate.			
10.06	Identify the educational requirements and work experience needed for a customer service associate.			
10.07	Identify personal qualities and skills necessary for job enhancement and career development in a customer service field.			
10.08	Develop appropriate documentation to include in a career portfolio.			

2017 – 2018
Florida Department of Education
Student Performance Standards

Course Title: 	Customer Service Representative 2
Course Number: 	8848120
Course Credit:	1

Course Description:

This course provides instruction concerning the duties and responsibilities of a customer service specialist, the telephone activities performed by a customer service representative, customer relations activities, job seeking and employability skills, and the development of a career plan for a career in customer service.  

Abbreviations: 
FS-M/LA = Florida Standards for Math/Language Arts
NGSSS-Sci = Next Generation Sunshine State Standards for Science

Note:  This course is pending alignment in the following categories:  FS-M/LA and NGSSS-Sci.

CTE Standards and Benchmarks	FS-M/LA	NGSSS-Sci	
02.0	Demonstrate technology literacy related to customer service – the student will be able to:			
02.11	Demonstrate computer literacy by producing documents utilizing database and spreadsheet software.			
02.12	Employ reference materials such as online help, vendor bulletin boards, tutorials, and manuals available for application software.			
02.13	Employ computer networks (e.g., Internet, online databases, email) to facilitate learning and communication.			
04.0	Demonstrate the communication skills necessary for success in customer service – the student will be able to:			
04.12	Demonstrate techniques for writing letters and memorandums appropriate to a particular audience (e.g., management, customers, coworkers, manufacturers).			
04.13	Compose professional emails and business letters.			
04.14	Demonstrate effective probing skills.			
06.0	Describe the duties and responsibilities of a call center representative – the student will be able to:			
06.22	Identify potentially difficult customers and the strategies to meet their needs.			
06.23	Explain the differences between consumer rights and business responsibilities.			
06.24	Explain the differences between internal and external customers (e.g., productivity, motivation, commitment, stress management, order taking, handling routine inquiries and application questions, problem solving).			
06.25	Exhibit how to interpret policies to internal and external customers.			
06.26	Demonstrate sensitivity to internal and external customer needs.			
06.27	Classify customer services according to the nature and characteristics of an activity.			
06.28	Classify customer services as primary/essential or secondary/optional.			
06.29	Review methods to resolve customer problems through clarifying, explaining policies/procedures, and coming to a consensus.			
06.30	Analyze the relationship between public relations and marketing.			
06.31	Demonstrate the methods used to initiate and maintain client account records.			
06.32	Prepare statements for clients.			
07.0	Describe and perform telephone activities applicable to customer service – the student will be able to:			
07.18	Assume accountability for the services provided during customer service calls.			
07.19	Maintain a file of addresses and telephone numbers.			
08.0	Identify customer service activities – the student will be able to:			
08.26	Discuss the importance of changing displays to maintain customer interest.			
08.27	Explain the concepts of market segmentation and niche marketing.			
11.0	Describe the leadership and organizational skills necessary for success in customer service – the student will be able to:			
11.01	Describe the qualities of an effective leader.			
11.02	Describe different types of leadership.			
11.03	Identify and utilize the planning process.			
11.04	Outline the steps utilized in problem resolution when dealing with customers.			
11.05	Outline and apply the steps used in decision-making when dealing with customers.			
11.06	Work cooperatively with others to achieve organizational goals.			
11.07	Describe the role of the vision and mission statement in a customer service organization.			
11.08	Explain how innovation and efficiency impact a customer service organization.			
11.09	Display the ability to adjust one’s behavior to a situation; listen and respond appropriately.			
11.10	Model personal responsibility for the welfare of others.			
11.11	Model professional techniques for shaking hands.			
12.0	Utilize effective techniques and procedures for selling customer services – the student will be able to:			
12.01	Demonstrate how to increase total sales volume by selling complementary goods or services.			
12.02	Demonstrate knowledge of the customer services offered by selected marketing organizations.			
12.03	Demonstrate the ability to determine a customer’s need for specific types of product support services.			
12.04	Explain the value added concept as it applies to customer services.			
12.05	Demonstrate and evaluate one’s ability to overcome objections.			
12.06	Demonstrate the ability to identify and satisfy a customer’s needs/wants/problems.			
12.07	Evaluate one’s ability to obtain customer commitment.			
12.08	Identify and demonstrate cross-selling techniques.			
12.09	Explain the concept of product as a component of the marketing mix.			
12.10	Explain the relationship between economic utilities and customer services.			
13.0	Demonstrate basic math operations relevant to customer services – the student will be able to:			
13.01	Perform basic computational operations.			
13.02	Solve work-related problems using whole numbers, fractions, decimals, ratios, and percentages.			
13.03	Operate a 10-key keypad.			
14.0	Demonstrate an understanding of a client’s business policies and procedures – the student will be able to:			
14.01	Identify the client’s mission and objectives.			
14.02	Identify the client’s business type.			
14.03	Identify customer service guidelines.			
14.04	Identify the procedure for logging in and out of the client’s system.			
14.05	Identify correct screen management techniques.			
14.06	Identify the codes for different procedures.			
14.07	Identify data entry guidelines; include procedures for editing and correcting errors.			
14.08	Identify the procedure to obtain assistance (e.g., help desk, online assistance).			
14.09	Demonstrate the ability to receive and process calls according to the client’s guidelines.			
14.10	Practice taking orders and processing requests.			

2017 – 2018
Florida Department of Education
Student Performance Standards

Course Title: 	Customer Service Representative 3
Course Number: 	8848130
Course Credit:	1

Course Description:

The purpose of this course is to provide students with the competencies required for employment at the career specialist level in the customer service industry.  

Abbreviations: 
FS-M/LA = Florida Standards for Math/Language Arts
NGSSS-Sci = Next Generation Sunshine State Standards for Science

Note:  This course is pending alignment in the following categories:  FS-M/LA and NGSSS-Sci.

CTE Standards and Benchmarks	FS-M/LA	NGSSS-Sci	
15.0	Demonstrate the budget operations relevant to customer services – the student will be able to:			
15.01	Demonstrate correct procedures for handling major types of sales transactions.			
15.02	Reconcile a customer account.			
15.03	Develop a group work schedule and calculate the required budget to implement the schedule for a week, a month, and a year.			
15.04	Adjust monthly and yearly schedules and budgets to reflect business variations (e.g., seasonal, increase/decrease in sales).			
16.0	Demonstrate the human relations skills necessary for hiring individuals in customer services occupations – the student will be able to:			
16.01	Identify the benefits of professional staff development (e.g., workshops, conferences, coursework, membership in processional organizations).			
16.02	Explain the need for employee evaluations, describe the procedures used in the evaluation process, and identify the consequences of positive and negative performance appraisals.			
16.03	Describe the methods used to compensate employees (e.g., wages, salary, commission).			
16.04	Practice accurately answering call center representative questions pertaining to policies, procedures, and systems.			
16.05	Practice guiding call center representatives through reference materials.			
16.06	Practice monitoring and providing coaching and feedback to call center representatives.			
16.07	Identify a variety of action plans to train new hires.			
17.0	Demonstrate the ability to communicate skillfully – the student will be able to:			
17.01	Express oneself in a concise, timely, and professional manner both orally and in writing.			
17.02	Demonstrate effective probing skills.			
17.03	Demonstrate the impact of effective communication on a business decision.			
18.0	Demonstrate an awareness of management functions and organizational structures – the student will be able to:			
18.01	Identify the different levels of management.			
18.02	Identify, compare, and contrast the various forms of business ownership (e.g., sole proprietorship, partnership, corporation, franchise) and other organizational structures (e.g., nonprofit organizations, government agencies).			
18.03	Compare and contrast the legal procedures and processes involved when establishing business ownership (e.g., sole proprietorships, partnerships, limited partnerships, joint ventures, limited partnership associations, registered partnerships with limited liability, limited liability companies [LLC], corporations, franchises).			
18.04	Compare and contrast the advantages and disadvantages of each type of business ownership based on complexity and the risk of legal procedures and processes.			
18.05	Demonstrate knowledge of procedures, systems, and reference materials.			
19.0	Demonstrate an understanding of basic contractual obligations – the student will be able to:			
19.01	Demonstrate an understanding of contractual relationships.			
19.02	Explain how an offer and acceptance can create contractual rights and duties.			
19.03	Identify people who lack contractual capacity.			
19.04	Describe breach of contract and the remedies available when a contract is breached.			
19.05	Define an agency relationship and list the ways agency relationships are created.			
19.06	Identify which applicants can be asked to participate in testing (e.g., aptitude, psychological, polygraph, drug).			
20.0	Demonstrate the ability to train others in keyboarding and the use of general office equipment – the student will be able to:			
20.01	Apply formatting principles.			
20.02	Obtain and transmit credit information.			
20.03	Perform basic computer operations.			
21.0	Demonstrate the ability to perform supervisory/management functions – the student will be able to:			
21.01	Describe the functions of management (e.g., planning, organizing, staffing, directing, controlling) and discuss how these functions are interrelated.			
21.02	Identify factors of strategic planning and define the role of strategic planning in a business environment.			
21.03	Demonstrate project management skills.			
21.04	Prepare training materials or update existing materials.			
21.05	Dramatize appropriate handling of elevated customer calls.			
21.06	Demonstrate ways to support team members to achieve professional individual and team goals.			
21.07	Identify relevant management information based on existing records.			
21.08	Identify information at various decision-making levels.			
21.09	Identify appropriate applications for computer usage.			
21.10	Identify the administrative tasks that are the responsibility of the customer care coach.			
22.0	Develop a plan for a career in management – the student will be able to:			
22.01	Discuss the advantages and disadvantages of working in the management field.			
22.02	Identify the personal qualities necessary for success in management.			
22.03	Research management-related occupations.			
22.04	Diagram a career path for a management-level position.			
22.05	Write a job description for a management-level position.			
22.06	Identify the educational and work experience requirements for a management position.			
22.07	Identify the personal qualities and skills necessary for job advancement and career development in management.			
22.08	Develop documents to include in a professional career portfolio.			

2017 – 2018
Florida Department of Education
Student Performance Standards

Course Title: 	Customer Service Representative 4
Course Number: 	8848140
Course Credit:	1

Course Description:

The purpose of this course is to provide students with the skills and knowledge required for supervisory level and mid-management level employment in the customer service industry.  

Abbreviations: 
FS-M/LA = Florida Standards for Math/Language Arts
NGSSS-Sci = Next Generation Sunshine State Standards for Science

Note:  This course is pending alignment in the following categories:  FS-M/LA and NGSSS-Sci.

CTE Standards and Benchmarks	FS-M/LA	NGSSS-Sci	
12.0	Utilize effective techniques and procedures for selling customer services – the student will be able to:			
12.11	Develop a written feature-benefit analysis sheet for a specified customer service.			
12.12	Effectively critique a sales demonstration involving customer services.			
12.13	Demonstrate effective suggestive selling techniques to solve client problems.			
12.14	Develop an action plan to improve call center representative sales performance.			
13.0	Demonstrate basic math operations relevant to customer services – the student will be able to:			
13.04	Complete an invoice and purchase order form.			
13.05	Calculate discount rates, due dates, and payment amounts.			
13.06	Read charts and graphs.			
13.07	Post debits and credits.			
13.08	Calculate basis points.			
17.0	Demonstrate the ability to communicate skillfully – the student will be able to:			
17.04	Prepare a variety of categories and structures of messages.			
17.05	Practice providing clear, concise, and professional written and verbal communication.			
20.0	Demonstrate the ability to train others in keyboarding and the use of general office equipment – the student will be able to:			
20.04	Obtain information, schedule, place orders, and route information using email, telephone, fax, the Internet, and other devices.			
21.0	Demonstrate the ability to perform supervisory/management functions – the student will be able to:			
21.01	Describe the functions of management (e.g., planning, organizing, staffing, directing, controlling) and discuss how these functions are interrelated.			
21.02	Identify factors of strategic planning and define the role of strategic planning in a business environment.			
21.03	Demonstrate project management skills.			
21.04	Prepare training materials or update existing materials.			
21.05	Dramatize appropriate handling of elevated customer calls.			
21.06	Demonstrate ways to support team members to achieve professional individual and team goals.			
21.07	Identify relevant management information based on existing records.			
21.08	Identify information at various decision-making levels.			
21.09	Identify appropriate applications for computer usage.			
21.10	Identify the administrative tasks that are the responsibility of the customer care coach.			
23.0	Analyze the impact of government regulations and community involvement on management decisions.			
23.01	Understand antitrust laws and how these laws affect corporate behavior.			
23.02	Describe the pros and cons of various levels of community involvement by a business.			
23.03	Describe how tax policies affect a business.			
23.04	Describe how licensure requirements affect a business.			
23.05	Describe how government regulations affect a business.			
23.06	Identify and evaluate various ways in which the government affects business operations.			
24.0	Operate computers and other equipment appropriate to marketing and managing customer services – the student will be able to:			
24.01	Obtain and transmit credit information.			
24.02	Obtain information, schedule, place orders, and route using current and emergent technologies.			
24.03	Demonstrate merchandising and operations data entry procedures (e.g., prices, sales, inventory changes, costs, reductions).			
25.0	Demonstrate an understanding of business ownership – the student will be able to:			
25.01	Define entrepreneurship. 			
25.02	List the advantages and disadvantages of business ownership.			
25.03	Identify the risks involved in ownership of a business.			
25.04	Identify the personal characteristics necessary for success as an entrepreneur.			
25.05	Identify the business skills needed to efficiently and effectively operate a business.			
25.06	Define the purpose and identify and describe the major components of a business plan.			
25.07	Identify the pros and cons of a home-based business.			

Additional Information

Laboratory Activities

Laboratory investigations that include scientific inquiry, research, measurement, problem solving, emerging technologies, tools and equipment, as well as, experimental, quality, and safety procedures are an integral part of this career and technical program/course. Laboratory investigations benefit all students by developing an understanding of the complexity and ambiguity of empirical work, as well as the skills required to manage, operate, calibrate and troubleshoot equipment/tools used to make observations. Students understand measurement error; and have the skills to aggregate, interpret, and present the resulting data. Equipment and supplies should be provided to enhance hands-on experiences for students.

Special Notes

The occupational standards and benchmarks outlined in this secondary program correlate to the standards and benchmarks of the postsecondary program with the same Classification of Instructional Programs (CIP) number.

MyCareerShines is an interactive resource to assist students in identifying their ideal career and to enhance preparation for employment. Teachers are encouraged to integrate this resource into the program curriculum to meet the employability goals for each student.  Access MyCareerShines by visiting: www.mycareershines.org.

Career and Technical Student Organization (CTSO)

DECA is the intercurricular career and technical student organization(s) providing leadership training and reinforcing specific career and technical skills.  Career and Technical Student Organizations provide activities for students as an integral part of the instruction offered.  

Cooperative Training – OJT

On-the-job training is appropriate but not required for this program.  Whenever offered, the rules, guidelines, and requirements specified in the OJT framework apply. 

Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities as identified on the secondary student’s Individual Educational Plan (IEP) or 504 plan or postsecondary student’s accommodations’ plan to meet individual needs and ensure equal access. Accommodations change the way the student is instructed. Students with disabilities may need accommodations in such areas as instructional methods and materials, assignments and assessments, time demands and schedules, learning environment, assistive technology and special communication systems. Documentation of the accommodations requested and provided should be maintained in a confidential file.

In addition to accommodations, some secondary students with disabilities (students with an IEP served in Exceptional Student Education (ESE)) will need modifications to meet their needs.  Modifications change the outcomes or what the student is expected to learn, e.g., modifying the curriculum of a secondary career and technical education course.  Note: postsecondary curriculum and regulated secondary programs cannot be modified.

Some secondary students with disabilities (ESE) may need additional time (i.e., longer than the regular school year), to master the student performance standards associated with a regular Occupational Completion Point (OCP) or a Modified Occupational Completion Point (MOCP).  If needed, a student may enroll in the same career and technical course more than once.  Documentation should be included in the IEP that clearly indicates that it is anticipated that the student may need an additional year to complete an OCP/MOCP.  The student should work on different competencies and new applications of competencies each year toward completion of the OCP/MOCP.  After achieving the competencies identified for the year, the student earns credit for the course.  It is important to ensure that credits earned by students are reported accurately.  The district’s information system must be designed to accept multiple credits for the same course number for eligible students with disabilities.

Additional Resources

For additional information regarding articulation agreements, Bright Futures Scholarships, Fine Arts/Practical Arts Credit and Equivalent Mathematics and Equally Rigorous Science Courses please refer to:
http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml