Specifications include, but are not limited to: A. The intent of this Agreement is for the Contractor to provide “as needed” live online/virtual training webinars on the topic of customer service for 1,500 EDD staff and managers located statewide. The webinar will be created around the themes of (1) choosing your words, how to speak professionally and empathetically, (2) questioning and listening to customers, (3) controlling the call, finding and capitalizing on important moments in the call. The EDD does not guarantee a specific amount of work under this Agreement. Any quantities of work listed are to be considered estimates only, unless otherwise specified. B. All work shall be completed in compliance with any specifications and shall comply with all applicable codes, regulations, and ordinances. C. The Contractor shall furnish all labor and equipment necessary to perform all of the services presented in these Specifications in a professional, orderly, timely, and efficient manner. D. The Contractor shall not assign or sublet any work covered by this Agreement. E. The webinar shall be interactive and can include such methods as role-playing customer examples, examining case studies, stills assessments, and other engaging activities. The webinar will not be a lecture where participants are expected to listen without engagement. A. The Contractor shall already have or design an interactive 4 to 8-hour webinar with input from Disability Insurance Branch training staff that covers these topics: 1. How to speak professionally and empathetically and the impact language can have 2. Listening techniques and responding appropriately with emphasis on customer interactions and relations 3. Communication skills and development with customers 4. Understanding, analyzing, and appropriately responding to customer inquires
