Inactive

This is notice of an Intent to Sole Souce. The Bureau of Reclamation has a requirement to expand on a previously-implemented customer service training that involved leadership, customers, and customer... This is notice of an Intent to Sole Souce. The Bureau of Reclamation has a requirement to expand on a previously-implemented customer service training that involved leadership, customers, and customer service scripting. The expanded training will be composed of two phases. An initial three-day session will conduct team dynamics, improve communication, and develop trust and awareness. The second phase will be two-hour, follow-on sessions that focus on various team building and leadership skills. Reclamation has determined the need for Mission Support Organization (MSO) Leadership Team Development (LTD) training, employee Customer Service (CS) training, and Customer Service Scripting (CSS) development sessions. These three requirements are described below in more detail. The LTD will have two phases, an initial three day (8-hour days) session (phase 1) that will conduct team dynamics assessment and training, communication training, awareness training, and trust development. Phase two will consist of twice a month, 2-hour, follow on sessions that focus on various team skills building and leadership skills. The CS training will consist of two 8-hour days per course with eight (8) identical courses being provide between. This course will focus on individual employee skills in personality knowledge, interpersonal relationship building and maintenance, professional communication, and basic customer service expectation guidelines. The CSS development sessions will consist of two parts. One, 2-day, observation and question and answer session and a follow on 4-hour presentation, training, and practice session. There will be one to two weeks allowed between the observation session and the presentation, training, and practice session to allow for script development. Each session will be conducted within a calendar month and six sessions will be provided during the period of performance. Each session will be scheduled with the team manager after award.