Objectives

The primary objective of this tender is to appoint an accredited service provider to deliver Customer Care Training for 61 participants across multiple locations, including Mapungubwe National Park, Marakele National Park, Golden Gate Highlands National Park, and Groenkloof National Park. The training aims to enhance participants' customer interaction, communication skills, and query processing capabilities, supported by assessment and practical components.

Scope

The scope of work includes:

• Provision of customer care training based on NQF 2 Unit Standard 114974, leading to a National Certificate in Customer Care Training.
• Training participants at specified parks, with the practical component delivered within the premises of each park.
• Inclusion of contact theory, practical skills, assessment, and Portfolio of Evidence.
• Accommodation and transportation costs to be borne by the service provider; venues and projectors will be provided by SANParks.
• Training duration: 2 days per location for respective participant groups.

Technical Requirements

The technical requirements for the tender include:

• Compliance with the NQF 2 Unit Standard 114974 for Customer Care Training.
• Delivery of training at four specified parks with practical sessions on-site.
• Inclusion of assessment and Portfolio of Evidence for each participant.
• Provision of training materials, contact theory, and practical skills development.
• Adherence to the specified qualification outcomes, including customer interaction, communication, and query processing.
• Cost coverage for accommodation and transportation by the service provider.

Skills Requirements

The successful service provider must demonstrate:

• Accreditation to deliver the specified NQF level 2 Customer Care training.
• Experience in conducting customer care training, preferably within the national parks or similar environments.
• Ability to facilitate both theoretical and practical components effectively.
• Capacity to assess participants and compile Portfolio of Evidence.
• Proven track record of delivering training within stipulated timelines and locations.
• Compliance with all legislative, quality assurance, and safety standards relevant to training delivery.