Specifications include, but are not limited to: ODFW is looking for a Contractor to provide training sessions to cover two topics: Customer Service and Dealing with Difficult Customers. Much of ourstaff have frequent contact and interactions with internal and external customers; they work to serve and communicate with internal ODFW staff members, the public, representatives from State/ local agencies, commercial businesses, and additional stakeholders. The goal of these trainings is to strengthen the fundamentals of what good customer service consists of and how to appropriately handle common situations that may arise. As a State Agency it is important for staff to know how to maintain their composure and use tools to deescalate potential negative or conflictual encounters without compromising the rules, statutes and guidelines that govern our Agency. The Customer Service as well as Dealing with Difficult Customers topics would both comprise of two or three sessions each, up to 4 hours per session; all sessions scheduled for these two trainings would be offered to 3 separate groups of up to 50 staff members each. Each training offering would ideally be between 4 to 8 hours total. ODFW would prefer all virtual over inperson only if those are the only two options available, however, a hybrid model for all trainings is desired. Any trainings that are to be held in- person must be recorded by the Contractor for distribution to employees that are unable to attend. In the past, Contractors have been able to record the trainings provided and allowed ODFW staff to access the recordings for 60 days.
