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?

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 2012

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