2017 – 2018
Florida Department of Education
Curriculum Framework 

Program Title:	Customer Service Representative 2
Program Type:	Career Preparatory
Career Cluster:	Marketing, Sales & Service

PSAV	
Program Number	M600200	
CIP Number	0252041103	
Grade Level	30, 31	
Standard Length	300 hours	
Teacher Certification	Refer to the Program Structure section.	
CTSO	Collegiate DECA	
SOC Codes (all applicable) 	43-4051 – Customer Service Representatives
43-1011 – First-Line Supervisors of Office and Administrative Workers	
CTE Program Resources 	http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml	
Basic Skills Level	N/A	

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 two occupational completion points.

This program is comprised of courses which have been assigned course numbers in the SCNS (Statewide Course Numbering System) in accordance with Section 1007.24 (1), F.S.  Career and Technical credit shall be awarded to the student on a transcript in accordance with Section 1001.44(3)(b), F.S.

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 postsecondary program structure:

OCP	Course Number	Course Title	Teacher Certification	Length	SOC Code	
A 	MNA0084	Customer Service Representative	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	150 hours	43-4051	
B 	MNA0085	Customer Service Manager		150 hours	43-1011	

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	Demonstrate the budget operations relevant to customer services.
02.0	Demonstrate the human relations skills necessary for hiring individuals in customer service occupations.
03.0	Demonstrate the ability to communicate skillfully.
04.0	Demonstrate an awareness of management functions and organizational structures.
05.0	Demonstrate an understanding of basic contractual obligations.
06.0	Demonstrate the ability to train others in keyboarding and the use of general office equipment.
07.0	Demonstrate the ability perform supervisory/management functions.
08.0	Develop a plan for a career in management.
09.0	Utilize effective techniques and procedures for selling customer services.
10.0	Demonstrate basic math operations relevant to customer services.
11.0	Analyze the impact of government regulations and community involvement on management decisions.
12.0	Operate computers and other equipment appropriate to marketing and managing customer services.
13.0	Demonstrate an understanding of business ownership.

2017 – 2018
Florida Department of Education
Student Performance Standards

Program Title:	Customer Service Representative 2 
PSAV Number:	M600200

Course Number:  MNA0084
Occupational Completion Point:  A
Customer Service Representative – 150 Hours – SOC Code 43-4051	
01.0	Demonstrate the budget operations relevant to customer services – the student will be able to:	
01.01	Demonstrate correct procedures for handling major types of sales transactions.	
01.02	Reconcile a customer account.	
01.03	Develop a group work schedule and calculate the required budget to implement the schedule for a week, a month, and a year.	
01.04	Adjust monthly and yearly schedules and budgets to reflect business variations (e.g., seasonal, increase/decrease in sales).	
02.0	Demonstrate the human relations skills necessary for hiring individuals in customer services occupations – the student will be able to:	
02.01	Identify the benefits of professional staff development (e.g., workshops, conferences, coursework, membership in processional organizations).	
02.02	Explain the need for employee evaluations, describe the procedures used in the evaluation process, and identify the consequences of positive and negative performance appraisals.	
02.03	Describe the methods used to compensate employees (e.g., wages, salary, commission).	
02.04	Practice accurately answering call center representative questions pertaining to policies, procedures, and systems.	
02.05	Practice guiding call center representatives through reference materials.	
02.06	Practice monitoring and providing coaching and feedback to call center representatives.	
02.07	Identify a variety of action plans to train new hires.	
03.0	Demonstrate the ability to communicate skillfully – the student will be able to:	
03.01	Express oneself in a concise, timely, and professional manner both orally and in writing.	
03.02	Demonstrate effective probing skills.	
03.03	Demonstrate the impact of effective communication on a business decision.	
04.0	Demonstrate an awareness of management functions and organizational structures – the student will be able to:	
04.01	Identify the different levels of management.	
04.02	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).	
04.03	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).	
04.04	Compare and contrast the advantages and disadvantages of each type of business ownership based on complexity and the risk of legal procedures and processes.	
04.05	Demonstrate knowledge of procedures, systems, and reference materials.	
05.0	Demonstrate an understanding of basic contractual obligations – the student will be able to:	
05.01	Demonstrate an understanding of contractual relationships.	
05.02	Explain how an offer and acceptance can create contractual rights and duties.	
05.03	Identify people who lack contractual capacity.	
05.04	Describe breach of contract and the remedies available when a contract is breached.	
05.05	Define an agency relationship and list the ways agency relationships are created.	
05.06	Identify which applicants can be asked to participate in testing (e.g., aptitude, psychological, polygraph, drug).	
06.0	Demonstrate the ability to train others in keyboarding and the use of general office equipment – the student will be able to:	
06.01	Apply formatting principles.	
06.02	Obtain and transmit credit information.	
06.03	Perform basic computer operations.	
07.0	Demonstrate the ability to perform supervisory/management functions – the student will be able to:	
07.01	Describe the functions of management (e.g., planning, organizing, staffing, directing, controlling) and discuss how these functions are interrelated.	
07.02	Identify factors of strategic planning and define the role of strategic planning in a business environment.	
07.03	Demonstrate project management skills.	
07.04	Prepare training materials or update existing materials.	
07.05	Dramatize appropriate handling of elevated customer calls.	
07.06	Demonstrate ways to support team members to achieve professional individual and team goals.	
07.07	Identify relevant management information based on existing records.	
07.08	Identify information at various decision-making levels.	
07.09	Identify appropriate applications for computer usage.	
07.10	Identify the administrative tasks that are the responsibility of the customer care coach.	
08.0	Develop a plan for a career in management – the student will be able to:	
08.01	Discuss the advantages and disadvantages of working in the management field.	
08.02	Identify the personal qualities necessary for success in management.	
08.03	Research management-related occupations.	
08.04	Diagram a career path for a management-level position.	
08.05	Write a job description for a management-level position.	
08.06	Identify the educational and work experience requirements for a management position.	
08.07	Identify the personal qualities and skills necessary for job advancement and career development in management.	
08.08	Develop documents to include in a professional career portfolio.	
	
Course Number:  MNA0085
Occupational Completion Point:  B
Customer Service Manager – 150 Hours – SOC Code 43-1011	
03.0	Demonstrate the ability to communicate skillfully – the student will be able to:	
03.01	Prepare a variety of categories and structures of messages.	
03.02	Practice providing clear, concise, and professional written and verbal communication.	
06.0	Demonstrate the ability to train others in keyboarding and the use of general office equipment – the student will be able to:	
06.04	Obtain information, schedule, place orders, and route information using email, telephone, fax, the Internet, and other devices.	
07.0	Demonstrate the ability to perform supervisory/management functions – the student will be able to:	
07.01	Describe the functions of management (e.g., planning, organizing, staffing, directing, controlling) and discuss how these functions are interrelated.	
07.02	Identify factors of strategic planning and define the role of strategic planning in a business environment.	
07.03	Demonstrate project management skills.	
07.04	Prepare training materials or update existing materials.	
07.05	Dramatize appropriate handling of elevated customer calls.	
07.06	Demonstrate ways to support team members to achieve professional individual and team goals.	
07.07	Identify relevant management information based on existing records.	
07.08	Identify information at various decision-making levels.	
07.09	Identify appropriate applications for computer usage.	
07.10	Identify the administrative tasks that are the responsibility of the customer care coach.	
09.0	Utilize effective techniques and procedures for selling customer services – the student will be able to:	
09.01	Develop a written feature-benefit analysis sheet for a specified customer service.	
09.02	Effectively critique a sales demonstration involving customer services.	
09.03	Demonstrate effective suggestive selling techniques to solve client problems.	
09.04	Develop an action plan to improve call center representative sales performance.	
10.0	Demonstrate basic math operations relevant to customer services – the student will be able to:	
10.01	Complete an invoice and purchase order form.	
10.02	Calculate discount rates, due dates, and payment amounts.	
10.03	Read charts and graphs.	
10.04	Post debits and credits.	
10.05	Calculate basis points.	
11.0	Analyze the impact of government regulations and community involvement on management decisions.	
11.01	Understand antitrust laws and how these laws affect corporate behavior.	
11.02	Describe the pros and cons of various levels of community involvement by a business.	
11.03	Describe how tax policies affect a business.	
11.04	Describe how licensure requirements affect a business.	
11.05	Describe how government regulations affect a business.	
11.06	Identify and evaluate various ways in which the government affects business operations.	
12.0	Operate computers and other equipment appropriate to marketing and managing customer services – the student will be able to:	
12.01	Obtain and transmit credit information.	
12.02	Obtain information, schedule, place orders, and route using current and emergent technologies.	
12.03	Demonstrate merchandising and operations data entry procedures (e.g., prices, sales, inventory changes, costs, reductions).	
13.0	Demonstrate an understanding of business ownership – the student will be able to:	
13.01	Define entrepreneurship. 	
13.02	List the advantages and disadvantages of business ownership.	
13.03	Identify the risks involved in ownership of a business.	
13.04	Identify the personal characteristics necessary for success as an entrepreneur.	
13.05	Identify the business skills needed to efficiently and effectively operate a business.	
13.06	Define the purpose and identify and describe the major components of a business plan.	
13.07	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

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)

Collegiate DECA - Delta Epsilon Chi 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. 

Basic Skills (if applicable)

In PSAV programs offered for 450 hours or more, in accordance with Rule 6A-10.040, F.A.C., the minimum basic skills grade levels required for postsecondary adult career and technical students to complete this program are:  Mathematics N/A, Language N/A, and Reading N/A.  These grade level numbers correspond to a grade equivalent score obtained on a state designated basic skills examination.  

Adult students with disabilities, as defined in Section 1004.02(7), Florida Statutes, may be exempted from meeting the Basic Skills requirements (Rule 6A-10.040).  Students served in exceptional student education (except gifted) as defined in s. 1003.01(3)(a), F.S., may also be exempted from meeting the Basic Skills requirement.  Each school district and Florida College must adopt a policy addressing procedures for exempting eligible students with disabilities from the Basic Skills requirement as permitted in Section 1004.91(3), F.S.

Students who possess a college degree at the Associate of Applied Science level or higher; who have completed or are exempt from the college entry-level examination; or who have passed a state, national, or industry licensure exam are exempt from meeting the Basic Skills requirement (Rule 6A-10.040, F.A.C.)  Exemptions from state, national or industry licensure are limited to the certifications listed on the Basic Skills and Licensure Exemption List which may be accessed from the CTE Program Resources page.

Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities to meet individual needs and ensure equal access. Postsecondary students with disabilities must self-identify, present documentation, request accommodations if needed, and develop a plan with their counselor and/or instructors. Accommodations received in postsecondary education may differ from those received in secondary education. 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.

Note: postsecondary curriculum and regulated secondary programs cannot be modified.

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