2022 – 2023
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	
Standard Length	4 credits	
Teacher Certification	Refer to the Program Structure section.	
CTSO	DECA, FBLA-PBL, BPA	
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, etc.).  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 totaling four credits.

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:

Course Number	Course Title	Teacher Certification	Length	SOC Code	Level	Graduation Requirement	
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 7G
RETAILING @7 7G
TRANSPORT 7G	1 credit	43-2011	2		
8848120	Customer Service Representative 2		1 credit	41-9041	2		
8848130	Customer Service Representative 3		1 credit	43-4051	2		
8848140	Customer Service Representative 4		1 credit	43-1011	2		
(Graduation Requirement Abbreviations- EQ= Equally Rigorous Science, PA= Practical Arts, EC= Economics)

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	Understanding what customer service is.
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	Demonstrate conflict and dispute resolution techniques. 
06.0	Identify and define the terminology applicable to customer service operations.
07.0	Describe the duties and responsibilities of a customer service representative.
08.0	Describe and perform telephone activities applicable to customer service.
09.0	Identify customer service activities.
10.0	Demonstrate job seeking and employability skills. (Optional)
11.0	Develop a plan for a career in customer service.
12.0	Use software and resources applicable to customer service.
13.0	Demonstrate the written communication skills necessary for success in customer service.
14.0	Develop strategies for providing customer service as a call center representative.
15.0	Demonstrate an understanding of marketing and promoting products or services, including the use of social media.
16.0	Describe the leadership and organizational skills necessary for success in customer service.
17.0	Utilize effective techniques and procedures for selling customer services.
18.0	Demonstrate basic math operations relevant to customer services. (Optional)
19.0	Demonstrate an understanding of business policies and procedures.
20.0	Demonstrate the budget operations relevant to customer services.
21.0	Demonstrate the human relations skills necessary for hiring and training individuals in customer service occupations.
22.0	Demonstrate the ability to communicate skillfully.
23.0	Demonstrate an awareness of management functions and organizational structures. (Optional)
24.0	Demonstrate an understanding of basic contractual obligations. (Optional)
25.0	Demonstrate the ability to train others in equipment and software applications.
26.0	Demonstrate the ability to perform supervisory and/or management functions.
27.0	Develop a plan for a career in management. (Optional)
28.0	Analyze selling techniques. 
29.0	Apply math skills relevant to customer services.
30.0	Analyze the impact of government regulations and community involvement on management decisions.
31.0	Operate computers and other equipment appropriate to marketing and managing customer services. (Optional)
32.0	Demonstrate an understanding of business ownership.

2022 – 2023
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.  

CTE Standards and Benchmarks	
01.0	Understanding what customer service is--The student will be able to:	
01.01	Define customer, customer service and quality.	
01.02	Explain the nature of quality customer service and how it relates to company success.	
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 and come to a consensus, etc.). (Optional)	
01.08	Explain the importance of stress management as it relates to job performance.	
01.09	Identify the role of customer service in different types of businesses, including entrepreneurship and small businesses.	
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 various applications using technology performed used in customer service (e.g. file management, email management, etc.).	
02.03	Discuss ethical issues involving the use of technology as it applies to employer/employee relationships and customers.	
02.04	Use word processing or other illustration software to create documents. (Optional)	
02.05	Employ current and emergent computer technology and, optionally, Customer Relationship Management (CRM) software, to perform tasks related to customer service and to identify and record customer service data.	
02.06	Demonstrate the use of electronic communication and networking systems (e.g. fax, email, voicemail, Internet, software applications, etc.).	
02.07	Research current and emergent technology to customer service use in real-world situations.	
02.08	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, hygiene and grooming habits.	
03.03	Explain the importance of adhering to absentee and tardy policies.	
03.04	Demonstrate the ability to collaborate with others and contribute on a team.	
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 norms of 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 the techniques used to persuade and convince others. 	
03.11	Explain the importance of self-management under minimum direction/supervision.	
03.12	Describe scenarios related to customer service.	
03.13	Describe the importance and benefits of time management.	
03.14	Analyze performance evaluations and other feedback to enable personal and professional growth.	
03.15	Demonstrate the ability to adapt to change.	
03.16	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 (e.g. pleasant voice, smiling, eye contact, proper posture, listening, answering questions, using the person’s name, handling complaints, thanking the customer, etc.).	
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.	
05.0	Demonstrate conflict and dispute resolution techniques--The student will be able to:	
05.01	Recognize the nature of conflict and its impact on interpersonal relationships and organizations.	
05.02	Explain the role of effective communication in generating productive conflict resolution and prevention.	
05.03	Utilize and apply conflict intervention strategies such as coaching, negotiation, mediation and system design in the management and resolution of conflicts.	
05.04	Integrate and apply theoretical concepts, processes and methodologies in analyzing, managing and resolving conflicts.	
05.05	Demonstrate competence in resolving customer problems (e.g. clarify, explain policies/procedures and come to a consensus, etc.).	
06.0	Identify and define the terminology applicable to customer service operations--The student will be able to:	
06.01	Identify and define commonly used customer service terms (e.g. credit, adjustments, complaints, delivery service, internal customers and external customers, etc.).	
07.0	Describe the duties and responsibilities of a customer service representative--The student will be able to:	
07.01	Identify different types of call centers. (Optional)	
07.02	Discuss the role of a customer service specialist.	
07.03	Identify the benefits of customer service.	
07.04	Identify reasons for providing customer service.	
07.05	Describe the customer service mindset.	
07.06	Identify the factors to consider when deciding which customer services to provide.	
07.07	Compare various types of customer service (e.g. mass market, department store and specialty, etc.).	
07.08	Explain the importance of good customer service relations to a business.	
07.09	Demonstrate methods of communicating with customers to identify their needs, problems and expectations.	
07.10	Discuss how to use technology for better accuracy, efficiency and follow through when dealing with customers.	
07.11	Identify major areas of customer complaints (e.g. product, personnel, business, etc.).	
07.12	List the tangible and intangible costs of complaints to both the salesperson and business.	
07.13	Explain how to handle and document customer inquiries/complaints.	
07.14	Identify the types of resources used to resolve problems and satisfy the needs of customers.	
07.15	Identify types of difficult customers (e.g. disagreeable, domineering/superior, suspicious, slow/methodical, dishonest, etc.).	
07.16	Explain procedures for handling difficult internal and external customers.	
07.17	Identify the ways that the reputation of a business is influenced by customer satisfaction.	
07.18	Demonstrate an understanding of courtesy.	
08.0	Describe and perform telephone activities applicable to customer service--The student will be able to:	
08.01	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, etc.).	
08.02	Demonstrate techniques for placing, answering, screening, holding and directing telephone calls.	
08.03	Identify and demonstrate procedures for recording and relaying accurate messages.	
08.04	Identify the components of a customer service call.	
08.05	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.	
08.06	Demonstrate active listening skills.	
08.07	Demonstrate the ability to organize ideas and communicate messages appropriate to the listener and situation.	
08.08	Review the guidelines used to inform customers of order receipt, prices, shipping date and delays.	
08.09	Describe and demonstrate a positive and caring telephone voice.	
08.10	Demonstrate techniques for handling an irate or upset caller.	
08.11	Determine the impact of facial expression on tone of voice.	
08.12	Explain the importance of maintaining a contact log.	
08.13	Demonstrate the ability to maintain a detailed contact log accurately and in accordance with defined procedures.	
08.14	Demonstrate the ability to access voicemail and record information accurately and legibly. (Optional)	
09.0	Identify customer service activities--The student will be able to:	
09.01	Explain the techniques used to balance responsive telephone service with in-store service.	
09.02	Demonstrate the ability to determine the customer’s need for specific types of product support and customer services.	
09.03	Discuss the importance of suggestive selling of complementary goods and services. (Optional)	
09.04	Demonstrate knowledge of the customer services offered by selected marketing organizations. (Optional)	
09.05	Demonstrate the ability to overcome objections.	
09.06	Explain the role of customer contact lists (e.g. direct mail, email, etc.).	
09.07	Demonstrate closing a transaction and thanking the customer.	
09.08	Discuss the importance of customer follow-up; include those instances when writing a thank you note could be appropriate.	
09.09	Describe techniques for listening to, identifying and satisfying the customers’ needs/wants/problems.	
09.10	Explain techniques for determining customer merchandise/service interests.	
09.11	Discuss techniques for recognizing and responding to customer preferences.	
09.12	Explain the importance of product knowledge, features and benefits to successful cross-selling.	
09.13	Demonstrate the ability to obtain customer commitment.	
09.14	Model methods of resolving customer complaints.	
09.15	Discuss the importance of assisting customers in the location of desired items.	
09.16	List the abilities and qualities customers expect in a customer service associate.	
09.17	Identify and demonstrate appropriate responses to feedback from supervisors.	
09.18	Discuss examples of company standards, policies and procedures.	
09.19	Describe the importance of producing quality work and meeting performance standards.	
09.20	Demonstrate attitudes and behaviors that eliminate stereotyping, gender bias and recognize the value of cultural diversity.	
09.21	Recognize the importance of the efficient use of materials and space.	
09.22	Demonstrate an understanding of ethical business practices.	
09.23	Explain the importance of confidentiality in the workplace concerning any written, oral or digitally transmitted information pertaining to personnel, customers or materials.	
10.0	Demonstrate job seeking and employability skills (Optional)--The student will be able to:	
10.01	Identify the resources used in a job search.	
10.02	Identify the job application process; research the company prior to applying or interviewing.	
10.03	Identify the documentation required to seek and obtain employment.	
10.04	Discuss the importance of drug testing and criminal background checks.	
10.05	List the documents completed by an employee for payroll and eligibility purposes. (Optional)	
10.06	Arrange for and/or obtain personal and professional references.	
10.07	Prepare a professional résumé (traditional and digital).	
10.08	Prepare a letter of interest (letter of application) for a customer service position	
10.09	Complete job application forms for customer service positions.	
10.10	Participate in a job interview scenario by roleplaying as an interviewer and an applicant. (Optional)	
10.11	Demonstrate methods for handling illegal interview and application form questions.	
10.12	Compose a set of questions to ask of an interviewer.	
10.13	Review and analyze pre-employment testing to ensure prospective employees have an adequate skill set for the position.	
10.14	Create follow-up communication (letter or email) to a potential employer after a job interview.	
10.15	List the procedures to follow when accepting an employment offer.	
10.16	Discuss appropriate techniques to use when changing jobs.	
10.17	Describe appropriate methods for resigning from a position.	
10.18	Identify reasons for termination.	
10.19	Prepare a letter of resignation.	
10.20	Obtain letters of reference summarizing work/volunteer experiences.	
11.0	Develop a plan for a career in customer service--The student will be able to:	
11.01	Discuss the advantages and disadvantages of working in the customer service field.	
11.02	Identify the personal qualities necessary for success as a customer service representative.	
11.03	Research customer service occupations.	
11.04	Summarize a job description for a customer service associate.	
11.05	Identify the educational requirements and work experience needed for a customer service associate.	
11.06	Identify personal qualities and skills necessary for job enhancement and career development in a customer service field.	
11.07	Develop appropriate documentation to include in a career portfolio.	

2022 – 2023
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.  

CTE Standards and Benchmarks	
12.0	Use software and resources applicable to customer service--The student will be able to:	
12.01	Demonstrate computer literacy by producing documents utilizing database and spreadsheet software.	
12.02	Employ reference materials such as online help, vendor bulletin boards, tutorials and manuals available for application software.	
12.03	Employ computer networks (e.g. Internet, online databases, email, etc.) to facilitate learning and communication.	
12.04	Identify production options for digital and physical products and services.	
13.0	Demonstrate the written communication skills necessary for success in customer service--The student will be able to:	
13.01	Demonstrate techniques for writing letters and memorandums appropriate to a particular audience (e.g. management, customers, coworkers, manufacturers, etc.).	
13.02	Compose professional emails and business letters.	
14.0	Develop strategies for providing customer service as a call center representative--The student will be able to:	
14.01	Identify potentially difficult customers and the strategies to meet their needs.	
14.02	Explain the differences between consumer rights and business responsibilities.	
14.03	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, etc.).	
14.04	Exhibit how to interpret policies to internal and external customers.	
14.05	Demonstrate sensitivity to internal and external customer needs.	
14.06	Classify customer services according to the nature and characteristics of an activity.	
14.07	Classify customer services as primary/essential or secondary/optional.	
14.08	Review methods to resolve customer problems through clarifying, explaining policies/procedures and coming to a consensus.	
14.09	Demonstrate the methods used to initiate and maintain client account records, optionally using CRM technology.	
14.10	Prepare various documentation for clients.	
15.0	Demonstrate an understanding of marketing and promoting products or services, including the use of social media--The student will be able to:	
15.01	Discuss the importance of the business image to maintain customer interest.	
15.02	Explain the concepts of market segmentation and niche marketing.	
15.03	Analyze the relationship between public relations and marketing.	
15.04	Differentiate between a market segment and a market share.	
15.05	Discuss important aspects to successfully market a company’s products or services (e.g. target audience research, community involvement and advertising, etc.).	
15.06	Determine how to evaluate business competition and react accordingly (e.g. update website, social media, offer incentives, special sales, etc.).	
15.07	Discuss various promotional tools (e.g. special sales, offers for return customers, advertising, free company logo merchandise, social media, etc.).	
15.08	Respond to negative customer feedback accordingly (e.g. one-on-one communication, discounts, refunds, etc.).	
15.09	Discuss the positive impact of networking with the competition.	
16.0	Describe the leadership and organizational skills necessary for success in customer service--The student will be able to:	
16.01	Describe the qualities of an effective leader.	
16.02	Describe different types of leadership.	
16.03	Identify and utilize the planning process.	
16.04	Outline the steps utilized in problem resolution when dealing with customers.	
16.05	Outline and apply the steps used in decision-making when dealing with customers.	
16.06	Work cooperatively with others to achieve organizational goals.	
16.07	Describe the role of the vision and mission statement in a customer service organization.	
16.08	Explain how innovation and efficiency impact a customer service organization.	
16.09	Display the ability to adjust one’s behavior to a situation; listen and respond appropriately.	
16.10	Demonstrate personal responsibility for the welfare of others.	
16.11	Model professional techniques for greeting people.	
17.0	Utilize effective techniques and procedures for selling customer services--The student will be able to:	
17.01	Demonstrate how to increase total sales volume by selling complementary goods or services.	
17.02	Demonstrate the ability to determine a customer’s need for specific types of product support services.	
17.03	Explain the value added concept as it applies to customer services.	
17.04	Demonstrate and evaluate one’s ability to overcome objections.	
17.05	Demonstrate the ability to identify and satisfy a customer’s needs/wants/problems.	
17.06	Evaluate one’s ability to obtain customer commitment.	
17.07	Identify and demonstrate cross-selling techniques.	
17.08	Explain the concept of product as a component of the marketing mix.	
18.0	Demonstrate basic math operations relevant to customer services (Optional)--The student will be able to:	
18.01	Perform basic computational operations.	
18.02	Solve work-related problems using whole numbers, fractions, decimals, ratios and percentages.	
18.03	Operate a 10-key keypad.	
19.0	Demonstrate an understanding of business policies and procedures--The student will be able to:	
19.01	Compare and contrast policies and procedures for various business types (e.g. entrepreneurship, partnership, corporations, etc.).	
19.02	Demonstrate an understanding of and the consequences of not using secure logins, passwords and how to gain access to information technology systems.	
19.03	Identify data entry guidelines; include procedures for editing and correcting errors. (Optional)	
19.04	Identify the resources available to obtain assistance (e.g. help desk, online assistance, asking peers, etc.).	

2022 – 2023
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.  

CTE Standards and Benchmarks	
20.0	Demonstrate the budget operations relevant to customer services--The student will be able to:	
20.01	Demonstrate correct procedures for handling major types of sales transactions.	
20.02	Reconcile a customer account.	
20.03	Develop a group work schedule and calculate the required budget to implement the schedule for a week, a month and a year.	
20.04	Adjust monthly and yearly schedules and budgets to reflect business variations (e.g. seasonal, increase/decrease in sales, etc.).	
21.0	Demonstrate the human relations skills necessary for hiring and training individuals in customer services occupations--The student will be able to:	
21.01	Identify the benefits of professional staff development (e.g. workshops, conferences, coursework and membership in professional organizations, etc.).	
21.02	Explain the need for employee evaluations, describe the procedures used in the evaluation process and identify the consequences of positive and negative performance appraisals.	
21.03	Describe the methods used to compensate employees (e.g. wages, salary, commission, etc.).	
21.04	Practice accurately answering questions pertaining to policies, procedures and systems.	
21.05	Practice guiding call center representatives through reference materials.	
21.06	Practice monitoring and providing coaching and feedback to customer service representatives.	
21.07	Identify a variety of action plans to train new hires.	
21.08	Create employee training sessions on personal financial literacy (budgeting, credit, banking and savings, earnings and deductions, retirement planning and vacations) that will ensure success and longevity in the customer service field.	
22.0	Demonstrate the ability to communicate skillfully--The student will be able to:	
22.01	Express oneself in a concise, timely and professional manner both orally and in writing.	
22.02	Demonstrate the impact of effective communication on a business decision.	
23.0	Demonstrate an awareness of management functions and organizational structures (Optional)--The student will be able to:	
23.01	Identify the different levels of management.	
23.02	Identify, compare and contrast the various forms of business ownership (e.g. sole proprietorship, partnership, corporation, franchise, etc.) and other organizational structures (e.g. nonprofit organizations, government agencies, etc.).	
23.03	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, etc.].	
23.04	Compare and contrast the advantages and disadvantages of each type of business ownership based on complexity and the risk of legal procedures and processes.	
23.05	Demonstrate knowledge of procedures, systems and reference materials.	
24.0	Demonstrate an understanding of basic contractual obligations (Optional)--The student will be able to:	
24.01	Demonstrate an understanding of contractual relationships.	
24.02	Explain how an offer and acceptance can create contractual rights and duties.	
24.03	Describe breach of contract and the remedies available when a contract is breached.	
24.04	Define an agency relationship and list the ways agency relationships are created.	
25.0	Demonstrate the ability to train others in equipment and software applications--The student will be able to:	
25.01	Train employees on how to format professional business documents.	
25.02	Perform basic computer application operations and assist others when needed.	
25.03	Utilize office equipment and train new employees on the proper usage of the equipment.	
26.0	Demonstrate the ability to perform supervisory and/or management functions--The student will be able to:	
26.01	Describe the functions of management (e.g. planning, organizing, staffing, directing, controlling, etc.) and discuss how these functions are interrelated.	
26.02	Identify factors of strategic planning and define the role of strategic planning in a business environment.	
26.03	Demonstrate project management skills.	
26.04	Prepare training materials or update existing materials.	
26.05	Demonstrate appropriate handling of elevated customer issues.	
26.06	Demonstrate ways to support team members to achieve professional individual and team goals.	
26.07	Identify relevant management information based on existing records.	
26.08	Identify information at various decision-making levels.	
26.09	Identify appropriate applications for computer usage.	
26.10	Identify the administrative tasks that are the responsibility of the customer care coach.	
27.0	Develop a plan for a career in management (Optional)--The student will be able to:	
27.01	Discuss the advantages and disadvantages of working in the management field.	
27.02	Identify the personal qualities necessary for success in management.	
27.03	Research management-related occupations.	
27.04	Summarize a job description for a management-level position.	
27.05	Identify the educational and work experience requirements for a management position.	
27.06	Identify the personal qualities and skills necessary for job advancement and career development in management.	
27.07	Develop documents to include in a professional career portfolio.	

2022 – 2023
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.  

CTE Standards and Benchmarks	
28.0	Analyze selling techniques--The student will be able to:	
28.01	Develop a written feature-benefit analysis sheet for a specified customer service.	
28.02	Effectively critique a sales demonstration involving customer services.	
28.03	Demonstrate effective suggestive selling techniques to solve client problems.	
28.04	Develop an action plan to improve call center representative sales performance.	
29.0	Apply math skills relevant to customer services--The student will be able to:	
29.01	Complete an invoice and purchase order form.	
29.02	Calculate discount rates, due dates and payment amounts.	
29.03	Read charts and graphs.	
29.04	Post debits and credits. (Optional)	
29.05	Calculate basis points.	
30.0	Analyze the impact of government regulations and community involvement on management decisions--The student will be able to:	
30.01	Understand antitrust laws and how these laws affect corporate behavior.	
30.02	Describe the pros and cons of various levels of community involvement by a business.	
30.03	Describe how tax policies affect a business.	
30.04	Describe how licensure requirements affect a business.	
30.05	Describe how government regulations affect a business.	
30.06	Identify and evaluate various ways in which the government affects business operations.	
31.0	Operate computers and other equipment appropriate to marketing and managing customer services (Optional)--The student will be able to:	
31.01	Obtain and transmit credit information.	
31.02	Obtain information, schedule, place orders and route using current and emergent technologies.	
31.03	Demonstrate merchandising and operations data entry procedures (e.g. prices, sales, inventory changes, costs, reductions, etc.).	
32.0	Demonstrate an understanding of business ownership--The student will be able to:	
32.01	Define entrepreneurship. 	
32.02	List the advantages and disadvantages of business ownership.	
32.03	Differentiate between various customer service businesses (e.g. home-based, brick-and-mortar, franchise, Internet-based, etc.).	
32.04	Identify the risks involved in ownership of a business.	
32.05	Identify the personal characteristics necessary for success as an entrepreneur.	
32.06	Identify the business skills needed to efficiently and effectively operate a business.	
32.07	Define the purpose and identify and describe the major components of a business plan.	
32.08	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.

Academic Alignment

Secondary Career and Technical Education courses are pending alignment to the B.E.S.T.  (Benchmarks for Excellent Student Thinking) Standards for English Language Arts (ELA) and Mathematics that were adopted by the State Board of Education in February 2020.  Academic alignment is an ongoing, collaborative effort of professional educators that provide clear expectations for progression year-to-year through course alignment. This initiative supports CTE programs by improving student performance through the integration of academic content within CTE courses.  

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.

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.

Career and Technical Student Organization (CTSO)

DECA and FBLA-PBL (Future Business Leaders of America-Phi Beta Lambda) are 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 course or a modified course.  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 a Career and Technical Education (CTE) course.  The student should work on different competencies and new applications of competencies each year toward completion of the CTE course.  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