Standards - Career & Technical Education

Assess options to protect against risk and financial loss for businesses.

Evaluate protection options against risk and financial loss for consumers.

Incorporate safety procedures in handling, operating, and maintaining tools and machinery; handling materials; utilizing personal protective equipment; maintaining a safe work area; and handling hazardous materials and forces.

Demonstrate effective workplace and employability skills, including communication, awareness of diversity, positive work ethic, problem-solving, time management, and teamwork.

Explore the range of careers available in the field and investigate their educational requirements, and demonstrate job-seeking skills including resume-writing and interviewing.

Advocate and practice safe, legal, responsible, and ethical use of information and technology tools specific to the industry pathway.

Participate in a Career and Technical Student Organization (CTSO) to increase knowledge and skills and to enhance leadership and teamwork.

Discuss and demonstrate ways to value diversity.

Demonstrate digital literacy related to customer service.

Identify the types of technology, systems, software, and applications used in customer service.

Discuss ethical issues involving the use of technology as it applies to employer/employee relationships and to customers.

Analyze situations in which technology positively or negatively impacts customer service.

Obtain and record customer service data.

Demonstrate the communication skills necessary for success in customer service.

Greet and assist visitors and clients in a professional manner.

Model the appropriate use of grammar, vocabulary, diction, tone, and body language to interact successfully with customers, co-workers, and supervisors.

Identify and engage in appropriate conversations for work-related settings.

Adapt communications to meet the needs of diverse clientele and environments.

Describe and demonstrate the listening, speaking, and non-verbal skills necessary to determine customer needs and to identify and overcome possible barriers to communication.

Apply conflict and dispute resolution techniques.

Describe the nature of conflicts and their impact on interpersonal relationships and organizations.

Demonstrate the role of communication in generating productive conflict resolutions.

Utilize and apply conflict intervention strategies in the management and resolution of conflicts.

Identify the types of customer service.

Explain the nature of high-quality client relations, using industry-accepted definitions of customer and customer service.

Demonstrate the ability to handle customers’ inquiries and complaints and deal with difficult customers.

Explain company policies to customers or clients and demonstrate competence in resolving customer problems.

Classify customer services according to the nature and characteristics of each service skill.

Explain the importance of stress management as it relates to job performance.

Describe and demonstrate the human relations skills required for effective customer service.

Collaborate with and contribute to a team.

Identify personal skills and areas needing improvement and cultivate strategies to become a better provider of customer service.

Demonstrate norms of behavior and follow the chain of command.

Explain the importance of self-management under minimum direction or supervision.

Explain the importance of exhibiting culturally sensitive behaviors when dealing with customers from diverse backgrounds.