HomeMy WebLinkAboutColombo, George - Customer Care Training -2006 05 16
Customer Care Training Proposal
Prepared by George Colombo for the City of Winter Springs
May 16, 2006
Scope of Project
1. Conduct an evaluation of the customer care policies, procedures,
and practices for a city department or departments designated
by the City Manager.
2. Elicit input from city employees about specific customer care
challenges they face along with suggestions for improving
policies and/or procedures.
3. Conduct one full day training session and one half-day fOllow-up
. program for each of two groups of employees to be designated
by the City Manager.
Phase One
· Spend at least two half days observing "front line" interactions
between city employees and residents.
· Examine and evaluate current customer care policies and
practices.
· Talk to employees about customer care issues, challenges.
· Develop customized customer care training curriculum that
supports the city's customer care goals in the accordance with
the city's established policies.
Phase Two
· One full day session for each class.
· Approximately twenty total trainees comprised of two classes
(approximately ten trainees each)
· Customized training curriculum with emphasis on skill-building
exercises.
Phase Three
· Follow-up reinforcement training.
· Half-day session for each class.
· Provide follow-up recommendations for additional customer care
training.
Instructor will provide:
. Customized curriculum.
· All class handouts and workbooks.
City will Provide:
· Classroom facility.
. A/V equipment.
Cost
· $2,750.00 includes all items referenced above. .
. Satisfaction unconditionally guaranteed.
Purchase Order
Fiscal Year 2006
Page 1
RECEIVED
AUG 1 5 2006
CITY OF WINTER SPRINGS
Finance Department
CITY OF WINTER SPRINGS
ACCOUNTS PAYABLE DEPT
1126 E. STATE ROAD 434
WINTER SPRINGS, FL 32708
GEORGE COLOMBO INTERNATIONAL
635 MARNI DRIVE
WINTER SPRINGS, FL 32708
UTILITY BILLING DEPARTMENT
1126 EAST STATE ROAD 434
WINTER SPRINGS, FL
32708-2799
001 CUSTOMER CARE TRAINING
1.0
Each
2750.00000
2,750.00
1360-55430
2,750.00
PO Total
2,750.00
By /?~ M mC~
City Manager I
DEPARTMENT COpy