Customer Service Training Program, Train-the-Trainer Certification

Bid No. 24-033

The City of Belton is looking for a customer service training program that also includes a train-the-trainer certification.

The training program needs to provide the fundamental foundation of customer service, with tools for in-person interactions as well as email, telephone, and chat for delivering outstanding customer service. 

We are looking for a program that focuses on emotional intelligence, identifying customer needs, resolving conflict, empathy and compassion. The program must help build a solid foundation with procedures to create consistency for internal and external customer service. It also needs to be customizable to meet our unique needs. 

We also need a train-the-trainer certification so we can offer in-house training. The train-the-trainer certification must include an in-depth training class, facilitator's script and guide, presentation slides, a participant manual, product licensing, and ongoing training and support. 

Statement of Interest: All parties intending to submit a proposal under this RFQ must contact the City of Belton and provide an email address by no later than 5 pm. on Friday, November 1. This address will be used for official communications from the city, including notice of any addendums. All addenda will also be posted on the City’s website. 

Questions: Questions regarding proposals or technical questions should be made in writing to our Customer Service Specialist Ahlara Kent at akent@belton.org by 5 pm on Friday, November 1. The written requirements in this RFQ shall not be changed or superseded except by a written addendum. Failure to include all required items may result in disqualification from the RFQ process. 

Response must include qualifications that indicate successful delivery and partnership with other local government entities.