2014 – 2015
Florida Department of Education
Curriculum Framework 

Program Title: 	Customer Service Technology - ATD
Program Type: 	ATD (Applied Technology Diploma)
Career Cluster: 	Marketing, Sales & Service

	CC	PSAV	
Program Number	N/A	M807068	
CIP Number	0252020701	0252020703	
Grade Level	Applied Technology Diploma (ATD)	Applied Technology Diploma (ATD)	
Standard Length	18 credit hours	540 clock hours	
CTSO	College DECA 	College DECA 	
SOC Codes (all applicable) 	43-4051 – Customer Service Representatives	41-9041 – Telemarketers
43-4051 – Customer Service Representatives	
Targeted Occupation List	http://www.labormarketinfo.com/wec/TargetOccupationList.htm	
Perkins Technical Skill Attainment Inventory	http://www.fldoe.org/workforce/perkins/perkins_resources.asp 	
Basic Skills Level:	N/A	Mathematics:	10
Language:	10
  Reading: 	10	

Purpose

This program offers a sequence of courses that provides coherent and rigorous content aligned with challenging academic standards and relevant technical knowledge and skills needed to prepare for further education and careers in the Marketing, Sales & 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 & Service career cluster. 

The purpose of this program is to prepare students for entry-level employment in customer service occupations such as customer services representative (SOC 43-4051), customer services advisor, public relations specialists (information and advice), customer conveniences consultant (service desk, telephones, waiting rooms, etc), and all other service sales occupations.  The program is designed to prepare students for employment in the specialists positions involving customer service activities in all industry areas of marketing and in all institutions of marketing (retail, wholesale, services) or to provide supplemental training for persons previously or currently employed in these occupations.

The content includes selling, sales promotion and research of offerings and Activities considered "value added" or "product support" services. (Note:  The "value added" or product support" approach to the instruction of customer services is used to distinguish the content from "service marketing" whereby the nature of products are intangible as contrasted with tangible goods or merchandise.) 

Instruction is structured to meet the requirements for gainful employment at the entry level in industry areas such as fashion marketing, finance and credit, floristry, food, import/export marketing and virtually all other industry categories.
Additional Information relevant to this Career and Technical Education (CTE) program is provided at the end of this document.

Program Structure

This program is an Applied Technology Diploma (ATD) program that is part of a technical degree program, is less than 60 credit hours, and leads to employment in a specific occupation.  An ATD program may consist of either technical credit or college credit.  A public school district may offer an ATD program only as technical credit, with college credit awarded to a student upon articulation to a community college.

PSAV Program

When offered at the district level, this program is a planned sequence of instruction consisting of two occupational completion points and the courses as shown below. 

OCP	Course Number	Course Title	Length	SOC Code	
A	MNA0087	Telephone Service Representative	360 hours	41-9041	
B	MNA0089	Customer Service Representative-ATD	180 hours	43-4051	

College Credit

When offered at the community college level, this ATD program is part of the Customer Relationship Management (1252020700) and has a program length of 18 credits.

Standards

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

01.0	Demonstrate the human relations skills necessary for success in customer service occupations.
02.0	Demonstrate the ability to communicate skillfully.
03.0	Utilize effective techniques and procedures for selling customer services.
04.0	Identify terminology unique to customer service operations.
05.0	Demonstrate employability skills.
06.0	Understand the importance of management information systems.
07.0	Operate computers and other equipment appropriate to marketing and managing customer services.

2014 – 2015
Florida Department of Education
Student Performance Standards

Program Title:	Customer Service Technology - ATD
PSAV Number:	M807068

When this program is offered at the PSAV level, the following organization of courses, standards, and benchmarks apply.

PSAV Course Number:  M807068
Occupational Completion Point:  A
Customer Service Technology – 540 Hours – SOC Code 43-4051	
01.0	Demonstrate the human relations skills necessary for success in customer service occupations--The student will be able to:	
01.01	Exhibit punctuality, initiative, courtesy, loyalty, and honesty.	
01.02	Use a personality inventory for personal improvement.	
01.03	Exhibit the ability to get along with others.	
01.04	Discuss the importance of human relations.	
01.05	Develop and demonstrate the unique human relations skills needed for successful entry and progress in the customer service occupations or marketing occupations selected as a career objective.	
01.06	Differentiate between an acceptable and an unacceptable code of ethical conduct in business.	
02.0	Demonstrate the ability to communicate skillfully--The student will be able to:	
02.01	Demonstrate effective telephone usage and courtesy.	
02.02	Give oral reports to demonstrate the ability to effectively express oneself before a group.	
02.03	Demonstrate good customer communications through role-playing.	
02.04	Understand communication concepts, goals, skills, and criteria.	
02.05	Organize and prepare verbal and visual reports using appropriate media.	
02.06	Prepare different categories/structures of messages.	
03.0	Utilize effective techniques and procedures for selling customer services--The student will be able to:	
03.01	Demonstrate how to expand the total sales by selling complimentary services to the main product (s).	
03.02	Demonstrate knowledge of current and potential customer services offered by selected marketing organizations.	
03.03	Demonstrate the ability to determine the individual customer's need for specific types of product support customer services.	
03.04	Explain the "value added" concept as it applies to customer services.	
03.05	Explain the concept of "product" as an ingredient in the marketing mix.	
03.06	Explain the relationship of economic utilities and customer services.	
03.07	Develop a written feature-benefit analysis sheet for a specified customer service.	
04.0	Identify terminology unique to customer services operations--The student will be able to:	
04.01	Identify and define commonly used customer services terms such as credit, adjustments, complaints, and delivery service.	
04.02	Identify and record customer services data using current terminology.	
05.0	Demonstrate employability skills--The student will be able to:	
05.01	Conduct a job search in the area of customer service.	
05.02	Secure information about jobs.	
05.03	Identify documents that may be required when applying for a job.	
05.04	Complete a personal resume.	
05.05	Complete a job application form correctly.	
05.06	Demonstrate competence in job interview techniques.	
05.07	Identify and demonstrate appropriate responses to criticism from superiors.	
05.08	Identify and demonstrate acceptable work habits.	
05.09	Demonstrate knowledge of how to make job changes appropriately.	
05.10	Demonstrate acceptable health habits.	
06.0	Understand the importance of management information systems--The student will be able to:	
06.01	Identify relevant management information based on existing records.	
06.02	Identify appropriate information at various management decision-making levels.	
06.03	Identify appropriate applications for computer usage.	
07.0	Operate computers and other equipment appropriate to marketing and managing customer services--The student will be able to:	
07.01	Obtain and transmit credit information.	
07.02	Obtain information, schedule, place orders, and route using phone, fax, CPU, cash register, and other communications and calculating devices.	
07.03	Demonstrate merchandising and operations data entry procedures such as prices, sales, inventory changes, costs, and reductions. 	

2014 – 2015
Florida Department of Education
Student Performance Standards

Program Title:	Customer Service Technology - ATD
ATD CIP Number:	0252020701 
SOC Code(s):	43-4051

When this program is offered at the college level, the following standards and benchmarks apply:

01.0	Demonstrate the human relations skills necessary for success in customer service occupations--The student will be able to:	
01.01	Exhibit acceptable grooming habits.	
01.02	Exhibit punctuality, initiative, courtesy, loyalty, and honesty.	
01.03	Use a personality inventory for personal improvement.	
01.04	Exhibit the ability to get along with others.	
01.05	Discuss the importance of human relations.	
01.06	Develop and demonstrate the unique human relations skills needed for successful entry and progress in the customer service occupations or marketing occupations selected as a career objective.	
01.07	Differentiate between an acceptable and an unacceptable code of ethical conduct in business.	
02.0	Demonstrate the ability to communicate skillfully--The student will be able to:	
02.01	Demonstrate effective telephone usage and courtesy.	
02.02	Give oral reports to demonstrate the ability to effectively express oneself before a group.	
02.03	Demonstrate good customer communications through role-playing.	
02.04	Understand communication concepts, goals, skills, and criteria.	
02.05	Organize and prepare verbal and visual reports using appropriate media.	
02.06	Prepare different categories/structures of messages.	
03.0	Utilize effective techniques and procedures for selling customer services--The student will be able to:	
03.01	Demonstrate how to expand the total sales by selling complimentary services to the main product (s).	
03.02	Demonstrate knowledge of current and potential customer services offered by selected marketing organizations.	
03.03	Demonstrate the ability to determine the individual customer's need for specific types of product support customer services.	
03.04	Explain the "value added" concept as it applies to customer services.	
03.05	Explain the concept of "product" as an ingredient in the marketing mix.	
03.06	Explain the relationship of economic utilities and customer services.	
03.07	Develop a written feature-benefit analysis sheet for a specified customer service.	
04.0	Identify terminology unique to customer services operations--The student will be able to:	
04.01	Identify and define commonly used customer services terms such as credit, adjustments, complaints, and delivery service.	
04.02	Identify and record customer services data using current terminology.	
05.0	Demonstrate employability skills--The student will be able to:	
05.01	Conduct a job search in the area of customer service.	
05.02	Secure information about jobs.	
05.03	Identify documents that may be required when applying for a job.	
05.04	Complete a personal resume.	
05.05	Complete a job application form correctly.	
05.06	Demonstrate competence in job interview techniques.	
05.07	Identify and demonstrate appropriate responses to criticism from superiors.	
05.08	Identify and demonstrate acceptable work habits.	
05.09	Demonstrate knowledge of how to make job changes appropriately.	
05.10	Demonstrate acceptable health habits.	
06.0	Understand the importance of management information systems--The student will be able to:	
06.01	Identify relevant management information based on existing records.	
06.02	Identify appropriate information at various management decision-making levels.	
06.03	Identify appropriate applications for computer usage.	
07.0	Operate computers and other equipment appropriate to marketing and managing customer services--The student will be able to:	
07.01	Obtain and transmit credit information.	
07.02	Obtain information, schedule, place orders, and route using phone, fax, CPU, cash register, and other communications and calculating devices.	
07.03	Demonstrate merchandising and operations data entry procedures such as prices, sales, inventory changes, costs, and reductions. 	

Additional Information

Laboratory Activities

Laboratory activities are an integral part of this program.  These activities include instruction in the use of safety procedures, tools, equipment, materials, and processes related to these occupations.  Equipment and supplies should be provided to enhance hands-on experiences for students. 

Special Notes

This program is part of the Customer Relationship Management AS degree (1252020700) and guarantees transfer of 18 credit hours toward the related AS degree.  Minimum entrance requirements for this program include a high school diploma or GED.  Student must meet the minimum basic skills to complete this program.

Career and Technical Student Organization (CTSO)

College DECA is the appropriate career and technical student organization for 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.  The activities of such organizations are defined as part of the curriculum in accordance with Rule 6A-6.065, F.A.C.

Basic Skills

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 10, Language 10, and Reading 10.  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 at http://www.fldoe.org/workforce/dwdframe/rtf/basicskills-License-exempt.rtf. 

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.  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.

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.

Articulation

The information related to the guaranteed transfer of credit between an ATD program and AS or AAS degree must be documented and maintained by the Articulation Coordinating Committee (ACC).  The transfer of the ATD to an AS or AAS degree is guaranteed for a period of three (3) years following the date of the award of the ATD.  For further information about ATD to AS or AAS degree articulation agreements please visit, http://www.fldoe.org/articulation/pdf/ATD_to_ASandAAS_ArticulationAgreemts.pdf 

Program Length

In accordance with Rule 6A-10.024, F.A.C. an ATD program consists of a course of study that is part of an AS or AAS degree program, is less than 60 credit hours, is approximately 50% of the technical component (non-general education), and leads to employment in a specific occupation.  An ATD program may consist of either technical credit or college credit. 

Students must have a high school diploma, a GED, or a certificate of completion to be admitted to an ATD program.  Within six weeks of entry, students in ATD programs of 450 or more hours must be tested pursuant to Rule 6A-10.040, F.A.C. and if below minimum standards for completion from the program, must receive remedial instruction.  The minimum standards must be at least the equivalent of a score of ten (10) on all sections of basic skills test approved in Rule 6A-10.040, F.A.C.  Students must successfully complete all remedial instruction before completing the ATD.  

Community Colleges may offer either college or career credit toward the ATD.  A Career Center in a public school district may offer an ATD program only as technical credit, with college credit awarded to a student upon articulation to a community college (Section 1004.02, F.S.) 

When offered at a community college the standard length of this program is 18 credits.  When offered at a technical center the standard length of this program is 540 clock hours.

In accordance with Rule 6A-10.024, F.A.C. all faculty providing instruction must have at least a baccalaureate degree or an associate degree with demonstrated competencies in the specific instructional program as defined by the Southern Association of Colleges and Schools.