Customer Service Training Product
- This RFQ was uploaded by the owner.
The purpose of this Request for Quotes (RFQ) is to determine which currently available product would be the optimal off-the-shelf training product to provide a customer service skills training program to participants. GII intends to purchase the training product for its Member organizations' use. GII will provide the customer service training utilizing the purchased product to its Members' staff in a train-the-trainer format. The Goodwill members' staff will in turn provide the training to the SCSEP program participants.
Introduction/Background
Goodwill Industries International (GII) represents a network of 166 independently-operated affiliate Members in North American and 14 international affiliates. GII provides job search, occupational skills training, employment placement and human services and has put thousands of people to work.
Since 2006 GII has operated the Senior Community Service Employment Program (SCSEP), a work training program for experienced workers 55 and older who have poor employment prospects. The goal of SCSEP is to prepare older individuals for employment. GII is funded by the US Department of Labor Employment and Training Administration to operate SCSEP by Goodwill Members in six states.
GII has funds available to provide training to participants to develop employability skills. GII has determined that customer service skills can be utilized in different types of positions where many of the program participants become hired. This training product will be utilized by GII Member staff to train program participants interested in developing and building their customer service skills.
Purpose
GII Members
The Vendor must understand and agree that GII's Members are separate and autonomous 501(c) (3) organizations and that GII incurs no liability or contractual obligations on their behalf. In the event GII or its Members desire to participate with the Partner to receive terms as set forth in this Agreement, each may do so independently.
Scope of Deliverables
The training product should:
Provide the essential components of a customer service skills training program, including how to demonstrate professionalism on the job while focusing on positive problem solving outcomes; develop essential communication skills in dealing with customers/clients; demonstrate how to establish a professional relationship with customer/client; identify how to effectively assist the customer, how to provide the assistance needed, and how to complete and follow up the service; and how to deal with difficult customer service situations.
Utilize a variety of training methods to target the skills, behaviors and attitudes that have an impact on understanding the customer and providing solutions.
Provide 8-10 hours of classroom/online training.
Provide self-directed facilitator's materials and course activities.
Provide student materials to enhance the training, including workbooks and other resources as appropriate.
Desired Outcomes
Increase the number of SCSEP participants with enhanced employability as a result of being trained in fundamental customer service skills.
Increase the knowledge of SCSEP subrecipient staff on how to effectively train participants in customer service skills.
Timeframe/Critical Dates
All products need to be delivered to appropriate locations by May 11, 2012. GII will begin training SCSEP staff on selected product by May 21, 2012.
Proposal Format
Vendors should include the following in their proposal:
Vendor Legal Name and Mailing Address Contact information.
Vendor's stated qualifications and capabilities.
Describe product in detail, including specific course outline, methodology and training delivery methods that incorporate adult learning principles, train the trainer materials, participant materials, additional resources including additional training modules available to enhance customer service skills training, and online demonstration (if applicable).
References (3) with contact names and phone numbers from current and former clients of same scope and structure as GII.
If online product, describe how many downloads or licenses would be part of purchase price.
If hard copy products, describe how many copies included as part of purchase price.
Cost proposal.
Exceptions to Terms and Conditions of Contract Award.
Additional comments or final summary.
Proposal Instructions
1.Proposals shall be received by GII until 12 Noon (EST) on Wednesday, April 23, 2012 and shall be addressed to Kristin Ortun, National SCSEP Program Director, at [email protected]. No public disclosure shall be made until after award of the contract.
2.Proposals received after the deadline shall be returned to the Proposer unopened.
3.Proposals shall be submitted electronically only; no hard copies will be accepted.
4.Proposer may withdraw their Proposal at any time during this process.
5.GII reserves the right to conduct discussions with Vendors, to accept revisions of Proposals, and to negotiate price changes before, during and after the Request for Quotes (RFQ) award. GII shall not disclose any information derived from Proposals submitted or from discussions with other Vendors.
6.Vendors submitting Proposals which meet the selection criteria and which are deemed to be the most advantageous to GII may be requested to give an oral presentation to a selection committee. A designated representative shall collaborate the scheduling of any oral presentations.
7.GII reserves the right to reject any or all Proposals or any part thereof, or to accept any Proposal, or any part thereof, at award and to waive or decline to waive irregularities in any Proposal when it determines that it is in its best interest to do so. GII also reserves the right to hold all Proposals for a period of ninety (90) days after the opening date and to accept a Proposal not withdrawn before the scheduled Proposal opening date, and to negotiate with any Bidder considered qualified or make any award without written discussion.
8.All information provided in this Request for Quotes (RFQ) is proprietary for this purpose only. Information cannot be released without written permission from Goodwill Industries International (GII).
9.All proposals and related materials will become the property of GII and may be returned only at the organization's option.
10.GII is not obligated to accept any proposal or to negotiate on any proposal. All transactions are subject to the final approval of GII, which reserves the right to reject any or all proposals without cause for liability.
11.All costs directly or indirectly related to responding to this RFQ (including all costs incurred in providing supplementary documentation, information or presentation) will be borne by the bid remitter.
Evaluation Criteria
Proposals shall be evaluated on the following basis:
a)Demonstrated expertise in this particular field
i.Vendor's experience with similar/like projects
ii.Client references and their recommendations
b)Overall quality of the course methodology, course outline and materials
i.Methodology for training delivery
ii.Description and samples of course outline and materials
c)General quality and adequacy of response
i.Completeness
ii.Expressed understanding of the requirements of the RFQ
iii.Responsiveness to terms and conditions
d)Price Quote
The vendor selected for award will be notified by April 30, 2012 and at which time a purchase order will be submitted for consideration.
Additional Information
1.General Terms
All proposals submitted for the goods and/or services requested herein must include all the associated warranties, and any other relevant information that would be beneficial in evaluating the proposal.
2.Consideration
GII reserves the right to consider special or unique features that may be included in your proposal. GII also reserves the right to determine the relative weights to be accorded to the various factors considered in the selection process. Price alone will not be the sole determining factor in the selection process.
Proposals must address all questions contained in this RFQ and responders should include any additional information that would enhance their proposals and help GII in making its selection decision.
3.Right to Accept or Reject
GII reserves the right to select one, or none, of the proposals submitted. Further, GII reserves the right to accept or reject all or parts of any proposal received and to waive any informality or technicality in any proposal received. Price alone will not be the sole determining factor in the selection process. All proposals should be valid for a period of at least 180 days from the proposal due date. Any exceptions to this request must be addressed by the vendor in its proposal. GII also reserves the right to request samples for evaluation. Any request will be reasonable in quantity, as deemed by GII, so as not to cause any undue financial hardship or burden to the vendor, and any such request will not be billable to GII.
4.State and Local Taxes
GII and the Goodwill members are exempt from federal excise taxes. Exemption certification information can be provided by GII and the Goodwill members upon request. Such taxes should not be included in quoted prices. However, if the vendor believes any taxes apply, they shall be shown separately. If not stated, they will be considered as an expense of the vendor.
