2016 – 2017
Florida Department of Education
Curriculum Framework 

Program Title:	Customer Service Representative 1
Program Type:	Career Preparatory
Career Cluster:	Marketing, Sales & Service

PSAV	
Program Number	M600100	
CIP Number	0252041102	
Grade Level	30, 31	
Standard Length	300 hours	
Teacher Certification	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 @4 @7 7G
WHOLESAL @7 7 G	
CTSO	College DECA	
SOC Codes (all applicable) 	43-2011 – Switchboard Operators, Including Answering Service
41-9041 – Telemarketers	
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.

The following table illustrates the postsecondary program structure:

OCP	Course Number	Course Title	Length	SOC Code	
A	MNA0135	Telecommunications Clerk	150 hours	43-2011	
B	MNA0136	Telesales Representative	150 hours	41-9041	

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.

01.0	

2016 – 2017
Florida Department of Education
Student Performance Standards

Program Title:	Customer Service Representative 1
PSAV Number:	M600100

Course Number:  MNA0135
Occupational Completion Point:  A
Telecommunications Clerk – 150 Hours – SOC Code 43-2011	
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.	
	
Course Number:  MNA0136
Occupational Completion Point:  B
Telesales Representative – 150 Hours – SOC Code 41-9041	
02.0	Demonstrate technology literacy related to customer service – the student will be able to:	
02.08	Demonstrate computer literacy by producing documents utilizing database and spreadsheet software.	
02.09	Employ reference materials such as online help, vendor bulletin boards, tutorials, and manuals available for application software.	
02.10	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:	
06.24	Identify potentially difficult customers and the strategies to meet their needs.	
06.25	Explain the differences between consumer rights and business responsibilities.	
06.26	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).	
06.27	Exhibit how to interpret policies to internal and external customers.	
06.28	Demonstrate sensitivity to internal and external customer needs.	
06.29	Classify customer services according to the nature and characteristics of an activity.	
06.30	Classify customer services as primary/essential or secondary/optional.	
06.31	Review methods to resolve customer problems through clarifying, explaining policies/procedures, and coming to a consensus.	
06.32	Analyze the relationship between public relations and marketing.	
06.33	Demonstrate the methods used to initiate and maintain client account records.	
06.34	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:	
08.21	Discuss the importance of changing displays to maintain customer interest.	
08.22	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.	

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.

Career and Technical Student Organization (CTSO)

College 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