Specifications include, but are not limited to: In addition to customer service training and professional development programs, the contractor will provide associated training sessions and materials. This program will include an option for a supplemental “train the trainer” element in addition to an initial round of on-site training sessions to begin the program. All employees will receive customer service training. Proposers should also be prepared to offer solutions on how to best implement employee development options to employees who have shown a level of proficient basic customer service skills and are ready to move on to the next level. The training and development program shall include evaluation methods to assess the skill level of individual employees based upon the level of proficiency exhibited in their initial training. This assessment will be used to develop future training that can be customized for specific issues areas or departmental needs. This may include giving a test at the start and close of each session to determine the effectiveness of the training per individual employee. These test results can be utilized to group future classes together based on their level of understanding of the material.
