2014 – 2015
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	RETAILING @7 7G
MKTG 1
ADVR PROM 7 G
BANK FINC @7 7G
HOTEL TRNG 7 G
INSURANCE 7 G
MKTG MGMT @7 7G
TRANSPORT @4 @7 7G
WHOLESAL 7 G
BUS ED 1 @2	
CTSO	Collegiate DECA	
SOC Codes (all applicable) 	43-4051 – Customer Service Representatives
43-1011 – First-Line Supervisors of Office and Administrative Workers	
Facility Code	222 http://www.fldoe.org/edfacil/sref.asp (State Requirements for Educational Facilities)	
Targeted Occupation List	http://www.labormarketinfo.com/wec/TargetOccupationList.htm	
Perkins Technical Skill Attainment Inventory	http://www.fldoe.org/workforce/perkins/perkins_resources.asp 	
Industry Certifications	http://www.fldoe.org/workforce/fcpea/default.asp 	
Statewide Articulation	http://www.fldoe.org/workforce/dwdframe/artic_frame.asp 	
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 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 employment in customer service occupations such as customer service representative, customer service consultant, customer service agent, and customer care manager.  The program is designed to prepare students for employment in entry level positions involving customer service activities.

The content includes interpersonal skills, customer service and selling concepts, math, keyboarding, communication skills, and employability skills.

Instruction is structured to meet the requirements for gainful entry level employment in any customer service industry areas such as Fashion Marketing, Finance and Credit, Food, Import/Export Marketing, Insurance, Telecommunications, Hospitality, 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 a planned sequence of instruction consisting of 2 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 post-secondary program structure:

OCP	Course Number	Course Title	Length	SOC Code	
A 	MNA0084	Customer Service Representative	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 basic math operations and budget operations relevant to customer services.
02.0	Demonstrate higher order human relations skills necessary for hiring individuals in customer service occupations.
03.0	Demonstrate higher order 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	Perform higher order keyboarding activities and use of office equipment in order to train others in these skills.
07.0	Demonstrate performance of supervisory/management functions
08.0	Develop a plan for a career in management.
09.0	Analyze impact and relationship of government regulations and community involvement of management decisions.
10.0	Demonstrate an advanced ability to communicate skillfully.
11.0	Utilize higher order effective techniques and procedures for motivating others selling customer services.
12.0	Demonstrate higher order math operations relevant to customer services.
13.0	Demonstrate performance of supervisory/management functions.
14.0	Demonstrate an understanding of business ownership.
15.0	Operate computers and other equipment appropriate to marketing and managing customer services.
16.0	Demonstrate an understanding of business ownership.
17.0	Demonstrate management level job seeking and employability skills. 
18.0	

2014 – 2015
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 basic math operations and 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 necessary budget to implement it for a week, a month and a year.	
01.04	Adjust monthly and yearly schedules and budgets to reflect business variations such as seasonal, increase in sales and decrease in sales.	
02.0	Demonstrate higher order human relations skills necessary for hiring individuals in customer service occupations--The student will be able to:	
02.01	Identify benefits of professional staff development (e.g., workshops, conferences, course work, and membership in professional associations).	
02.02	Explain the need for employee evaluations, describe the procedures used in the evaluation process, and identify the consequences of positive or negative performance appraisals.	
02.03	Describe methods used to compensate employees (e.g., wages, salary, commission).	
02.04	Practice accurately answering call center representative questions on 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 educate new hires.	
03.0	Demonstrate higher order ability to communicate skillfully--The student will be able to:
	
03.01	Give oral reports to demonstrate the ability to express oneself in a concise, timely, and professional manner.	
03.02	Demonstrate effective probing skills.	
03.03	Demonstrate effective communication of impact of 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 (nonprofit organizations, government agencies).	
04.03	Compare and contrast the legal procedures and processes involved when establishing business ownership (e.g., sole proprietorship, partnership, limited partnership, joint ventures, limited partnership associations, registered partnerships with limited liability, Limited Liability Corporation, corporation, franchise).	
04.04	Compare and contrast the advantages and disadvantages of each type of business ownership based upon complexity and 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 that agency relationships may be created.	
05.06	Identify which applicants may be asked to participate in testing (e.g., aptitude, psychological, polygraph, drug, etc).	
	
06.0	Perform higher order keyboarding activities and use of office equipment in order to train others in these skills--The student will be able to:
	
06.01	Key and apply formatting principles.	
06.02	Obtain and transmit credit information.	
06.03	Perform basic computer operations.	
07.0	Demonstrate performance of 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 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 material.	
07.05	Dramatize handling elevated customer calls.	
07.06	Demonstrate ways to support team members to achieve personal and team goals.	
07.07	Identify relevant management information based on business' existing records.	
07.08	Identify appropriate information at various management decision making levels.	
07.09	Identify appropriate applications for computer usage.	
07.10	Identify administrative tasks that would be 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 personal qualities necessary to be successful as a management.	
08.03	Research a management occupation.	
08.04	Diagram a career path for the management.	
08.05	Write a job description for a management.	
08.06	Identify the educational requirements and work experience needed for a manager.	
08.07	Identify personal qualities and skills necessary for job enhancement and career development in the management field.	
08.08	Develop forms of documentation for inclusion in a career portfolio	
	
Course Number:  MNA0085
Occupational Completion Point: B
Customer Service Manager - 150Hours – SOC Code 43-1011	
09.0	Analyze impact and relationship of government regulations and community involvement on management decisions--The student will be able to:	
09.01	Understand anti-trust laws and how they affect corporate behavior.	
09.02	Describe the pros and cons of various levels of community involvement by a business.	
09.03	Describe how tax policies affect a business.	
09.04	Describe how licensure requirements affect a business.	
09.05	Describe how government regulations affect a business.	
09.06	Identify and evaluate various ways in which government affects business.	
10.0	Demonstrate an advanced ability to communicate skillfully--The student will be able to:	
10.01	Prepare a variety of categories/structures of messages.	
10.02	Practice providing written/verbal feedback that is clear, concise, and professional.	
11.0	Utilize higher order effective techniques and procedures for selling customer services--The student will be able to:	
11.01	Develop a written feature-benefit analysis sheet for a specified customer service.	
11.02	Effectively critique a sales demonstration involving customer services.	
11.03	Demonstrate effective suggestion selling techniques to solve client problems.	
11.04	Develop an action plan to improve call center representative sales performance.	
12.0	Demonstrate higher order math operations relevant to customer services--The student will be able to:	
12.01	Complete an invoice and purchase order return.	
12.02	Calculate discount dates, due dates, and amount of payment.	
12.03	Read charts and graphs.	
12.04	Post debits and credits.	
12.05	Calculate basis points.	
13.0	Perform higher order keyboarding activities and use of office equipment appropriate to customer service--The students will be able to:	
13.01	Obtain information, schedule, place orders, and route using e-mail, telephone, fax, Internet, and other communication and calculating devices.	
14.0	Demonstrate performance of supervisory/management functions--The student will be able to:	
14.01	Describe the functions of management (e.g., planning, organizing, staffing, directing, controlling) and discuss how functions are interrelated.	
14.02	Identify factors of strategic planning and define the role of strategic planning in a business environment.	
14.03	Demonstrate project management skills.	
14.04	Prepare training materials or update existing material.	
14.05	Dramatize handling elevated customer calls.	
14.06	Demonstrate ways to support team members to achieve personal and team goals.	
14.07	Identify relevant management information based on business' existing records.	
14.08	Identify appropriate information at various management decision making levels.	
14.09	Identify appropriate applications for computer usage.	
14.10	Identify administrative tasks that would be the responsibility of the customer care coach.	
	
15.0	Operate computers and other equipment appropriate to marketing and managing customer services--The student will be able to:	
15.01	Obtain and transmit credit information.	
15.02	Obtain information, schedule, place orders, and route using telephone, fax, CPU, cash register, and other communications and calculating devices.	
15.03	Demonstrate merchandising and operations data entry procedures such as prices, sales, inventory changes, costs, and reductions.	
16.0	Demonstrate an understanding of business ownership--The student will be able to:	
16.01	Define entrepreneurship.	
16.02	List advantages and disadvantages of business ownership.	
16.03	Identify risks involved in ownership of a business.	
16.04	Identify the personal characteristics necessary to be a successful entrepreneur.	
16.05	Identify the business skills needed to operate a business efficiently and effectively.	
16.06	Define the purpose and identify and describe the major components of a business plan.	
16.07	Identify pros and cons of a home-based business.	
17.0	Demonstrate management level job seeking and employability skills--The student will be able to:	
17.01	Create and maintain an employability portfolio demonstrating awareness of personal abilities, interests, and skills as they relate to seeking employment.	
17.02	Identify qualities typically required for promotion and job advancement (e.g., productivity, dependability, initiative, responsibility).	
17.03	Practice providing direction and assistance to other team members by acting as a role model, coach, and motivator.	
17.04	Illustrate working independently with little supervision.	
17.05	Identify how to prepare for job separation and reemployment.	
17.06	Relate the importance of quality control in job performance (TQM).	
17.07	Participate in a job shadowing experience.	

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. 

Career and Technical Student Organization (CTSO)

Collegiate 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.

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 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

This program has no statewide articulation agreement approved by the Florida State Board of Education.  However, this does not preclude the awarding of credits by any college through local agreements. 

For details on statewide articulation agreements which correlate to programs and industry certifications, refer to http://www.fldoe.org/workforce/dwdframe/artic_frame.asp.