Standards Database Logo
Home | Browse | Search | Purpose | History | Process | Acknowledgment| Reference

 


 


Topic: Customer service skills 

Family/Consumer Sciences

 Standard 8.  Understand important concepts and skills related to careers in the hospitality, tourism, and recreation industries
  Level IV (Grade 9-12)
   Benchmark 9.Understands how concepts of service are used to meet customer expectations (e.g., strategies are used to resolved complaints; employees’ attitudes and actions are understood in relation to customer satisfaction)
    Knowledge/skill statements
     1.Understands strategies are used to resolved complaints
     2.Understands how employees’ attitudes and actions are understood in relation to customer satisfaction
 Standard 13.  Understand important concepts and skills related to careers in food production and services
  Level IV (Grade 9-12)
   Benchmark 11.Understands the components of customer service (e.g., the role of service, the relationship between employees and customer satisfaction, strategies for resolving complaints, sensitivity to diversity and individuals with special needs)
    Knowledge/skill statements
     1.Understands the role of service in the food production and services industry
     2.Understands the relationship between employees and customer satisfaction in the food production and services industry
     3.Knows strategies for resolving complaints in the food production and services industry
     4.Understands the need for sensitivity to diversity and individuals with special needs in the food production and services industry