Virginia's CTE Resource Center - Workplace Readiness Skills

Virginia’s CTE Resource Center

Demonstrate customer-service skills.

Definition

Demonstration includes
  • addressing the needs of all customers (e.g., proactively engaging customers until they are satisfied)
  • providing helpful, courteous, and knowledgeable service (e.g., displaying a positive attitude, treating all customers with the same degree of professional respect, sharing information and knowledge honestly and forthrightly).

Process/Skill Questions

  • What does having a positive attitude mean in terms of work behavior?
  • How does a positive attitude help you in your personal life? In school? At work?
  • Why do you think employers put a premium on employees having a positive attitude?

Related Standards of Learning

History and Social Science

CE.1

The student will demonstrate skills for historical thinking, geographical analysis, economic decision making, and responsible citizenship by

  1. analyzing and interpreting evidence from primary and secondary sources, including charts, graphs, and political cartoons;
  2. analyzing how political and economic trends influence public policy, using demographic information and other data sources;
  3. analyzing information to create diagrams, tables, charts, graphs, and spreadsheets;
  4. determining the accuracy and validity of information by separating fact and opinion and recognizing bias;
  5. constructing informed, evidence-based arguments from multiple sources;
  6. determining multiple cause-and-effect relationships that impact political and economic events;
  7. taking informed action to address school, community, local, state, national, and global issues;
  8. using a decision-making model to analyze and explain the costs and benefits of a specific choice;
  9. applying civic virtue and democratic principles to make collaborative decisions; and
  10. defending conclusions orally and in writing to a wide range of audiences, using evidence from sources.

CE.4

The student will demonstrate personal character traits that facilitate thoughtful and effective participation in civic life by

  1. practicing trustworthiness and honesty;
  2. practicing courtesy and respect for the rights of others;
  3. practicing responsibility, accountability, and self-reliance;
  4. practicing respect for the law;
  5. practicing patriotism;
  6. practicing thoughtful decision making; and
  7. practicing service to the school and/or local community.

GOVT.1

The student will demonstrate skills for historical thinking, geographical analysis, economic decision making, and responsible citizenship by

  1. planning inquiries by synthesizing information from diverse primary and secondary sources;
  2. analyzing how political and economic trends influence public policy, using demographic information and other data sources;
  3. comparing and contrasting historical, cultural, economic, and political perspectives;
  4. evaluating critically the quality, accuracy, and validity of information to determine misconceptions, fact and opinion, and bias;
  5. constructing informed, analytic arguments using evidence from multiple sources to introduce and support substantive and significant claims;
  6. explaining how cause-and-effect relationships impact political and economic events;
  7. taking knowledgeable, constructive action, individually and collaboratively, to address school, community, local, state, national, and global issues;
  8. using a decision-making model to analyze the costs and benefits of a specific choice, considering incentives and possible consequences;
  9. applying civic virtues and democratic principles to make collaborative decisions; and
  10. communicating conclusions orally and in writing to a wide range of audiences, using evidence from multiple sources and citing specific sources.

USI.1

The student will demonstrate skills for historical thinking, geographical analysis, economic decision making, and responsible citizenship, by

  1. analyzing and interpreting artifacts and primary and secondary sources to understand events in United States history;
  2. analyzing and interpreting geographic information to determine patterns and trends in United States history;
  3. interpreting charts, graphs, and pictures to determine characteristics of people, places, or events in United States history;
  4. using evidence to draw conclusions and make generalizations;
  5. comparing and contrasting historical, cultural, and political perspectives in United States history;
  6. determining relationships with multiple causes or effects in United States history;
  7. explaining connections across time and place;
  8. using a decision-making model to identify the costs and benefits of a specific choice made;
  9. identifying the rights and responsibilities of citizenship and the ethical use of material or intellectual property; and
  10. investigating and researching to develop products orally and in writing.

USII.1

The student will demonstrate skills for historical thinking, geographical analysis, economic decision making, and responsible citizenship by

  1. analyzing and interpreting artifacts and primary and secondary sources to understand events in United States history;
  2. analyzing and interpreting geographic information to determine patterns and trends in United States history;
  3. interpreting charts, graphs, and pictures to determine characteristics of people, places, or events in United States history;
  4. using evidence to draw conclusions and make generalizations;
  5. comparing and contrasting historical, cultural, and political perspectives in United States history;
  6. determining relationships with multiple causes or effects in United States history;
  7. explaining connections across time and place;
  8. using a decision-making model to identify costs and benefits of a specific choice made;
  9. identifying the rights and responsibilities of citizenship and the ethical use of material or intellectual property; and
  10. investigating and researching to develop products orally and in writing.

VUS.1

The student will demonstrate skills for historical thinking, geographical analysis, economic decision making, and responsible citizenship by

  1. synthesizing evidence from artifacts and primary and secondary sources to obtain information about events in Virginia and United States history;
  2. using geographic information to determine patterns and trends in Virginia and United States history;
  3. interpreting charts, graphs, and pictures to determine characteristics of people, places, or events in Virginia and United States history;
  4. constructing arguments, using evidence from multiple sources;
  5. comparing and contrasting historical, cultural, economic, and political perspectives in Virginia and United States history;
  6. explaining how indirect cause-and-effect relationships impact people, places, and events in Virginia and United States history;
  7. analyzing multiple connections across time and place;
  8. using a decision-making model to analyze and explain the incentives for and consequences of a specific choice made;
  9. identifying the rights and responsibilities of citizenship and ethical use of material and intellectual property; and
  10. investigating and researching to develop products orally and in writing.

WG.1

The student will demonstrate skills for historical thinking, geographical analysis, economic decision making, and responsible citizenship by

  1. synthesizing evidence from artifacts and primary and secondary sources to obtain information about the world’s countries, cities, and environments;
  2. using geographic information to determine patterns and trends to understand world regions;
  3. creating, comparing, and interpreting maps, charts, graphs, and pictures to determine characteristics of world regions;
  4. evaluating sources for accuracy, credibility, bias, and propaganda;
  5. using maps and other visual images to compare and contrast historical, cultural, economic, and political perspectives;
  6. explaining indirect cause-and-effect relationships to understand geospatial connections;
  7. analyzing multiple connections across time and place;
  8. using a decision-making model to analyze and explain the incentives for and consequences of a specific choice made;
  9. identifying the rights and responsibilities of citizenship and the ethical use of material or intellectual property; and
  10. investigating and researching to develop products orally and in writing.

WHI.1

The student will demonstrate skills for historical thinking, geographical analysis, economic decision making, and responsible citizenship by

  1. synthesizing evidence from artifacts and primary and secondary sources to obtain information about events in world history;
  2. using geographic information to determine patterns and trends to understand world history;
  3. interpreting charts, graphs, and pictures to determine characteristics of people, places, or events in world history;
  4. evaluating sources for accuracy, credibility, bias, and propaganda;
  5. comparing and contrasting historical, cultural, economic, and political perspectives in world history;
  6. explaining how indirect cause-and-effect relationships impacted people, places, and events in world history;
  7. analyzing multiple connections across time and place;
  8. using a decision-making model to analyze and explain the incentives for and consequences of a specific choice made;
  9. identifying the rights and responsibilities of citizens and ethical use of materials and intellectual property; and
  10. investigating and researching to develop products orally and in writing.

WHII.1

The student will demonstrate skills for historical thinking, geographical analysis, economic decision making, and responsible citizenship by

  1. synthesizing evidence from artifacts and primary and secondary sources to obtain information about events and life in world history;
  2. using geographic information to determine patterns and trends in world history;
  3. interpreting charts, graphs, and pictures to determine characteristics of people, places, or events in world history;
  4. evaluating sources for accuracy, credibility, bias, and propaganda;
  5. comparing and contrasting historical, cultural, economic, and political perspectives in world history;
  6. explaining how indirect cause-and-effect relationships impacted people, places, and events in world history;
  7. analyzing multiple connections across time and place;
  8. using a decision-making model to analyze and explain the incentives for and consequences of a specific choice made;
  9. identifying the rights and responsibilities of citizens and ethical use of materials and intellectual property; and
  10. investigating and researching to develop products orally and in writing.

Other Related Standards

Economics and Personal Finance Standards of Learning

EPF.2

The student will demonstrate knowledge of the role of producers and consumers in a market economy by
  1. describing how consumers, producers, workers, savers, investors, and citizens respond to incentives;
  2. explaining how businesses respond to consumer sovereignty;
  3. identifying the role of entrepreneurs;
  4. comparing the costs and benefits of different forms of business organization, including sole proprietorship, partnership, corporation, franchise, and cooperative;
  5. describing how costs and revenues affect profit and supply;
  6. describing how increased productivity affects costs of production and standard of living;
  7. examining how investment in human capital, capital goods, and technology can improve productivity;
  8. describing the effects of competition on producers, sellers, and consumers;
  9. explaining why monopolies or collusion among sellers reduces competition and raises prices; and
  10. illustrating the circular flow of economic activity.

Instructional Resources for Workplace Readiness Skills

7 Customer Service Trends to Watch in 2015

Best Practices in Customer Service

Determine Potential Customers

Provision of Customer Service and Its Benefits

Seven Keys for Building Customer Loyalty—and Company Profits

The Importance of Achieving Customer Satisfaction

The Importance of Internal and External Customer Service