Objectives

The primary objective of this tender is to procure a service provider to conduct customer service training for NHFC employees. The training aims to equip participants with knowledge, practical skills, and professional techniques to deliver excellent customer service, manage administration, and call center operations effectively. The focus is on improving communication, customer engagement, problem-solving, complaint handling, and service standards to enhance customer satisfaction, loyalty, and overall organizational performance.

Scope

The scope of work includes:

• Design and deliver customer service training sessions tailored to NHFC’s needs.
• Develop training materials such as PowerPoint slides, PDFs, and electronic documents relevant to housing industries and related regulations.
• Divide the training into three sessions, each with 10 participants, totaling 30 employees.
• Focus on building skills for lasting customer relationships, professional responses, handling customer queries, complaints, and difficult customers with confidence and professionalism.
• Provide a proposed schedule plan to complete the training within the specified timeframe.

Technical Requirements

The technical requirements include:

• Provision of comprehensive training content in electronic formats (PowerPoint, PDFs, etc.).
• Training sessions divided into three modules, each accommodating 10 employees.
• Focus on communication, customer engagement, problem-solving, complaint handling, and service standards.
• Preparation of training materials relevant to housing industry regulations and best practices.
• Delivery of training within the stipulated schedule, with a detailed plan for completion.

Skills Requirements

The successful service provider must demonstrate:

• Experience in designing and delivering customer service training, preferably within the housing or financial services sector.
• Ability to develop engaging training materials suitable for adult learners.
• Strong facilitation and presentation skills to effectively deliver training content.
• Knowledge of customer service best practices, communication techniques, and complaint management.
• Capability to tailor training content to meet the specific needs of NHFC employees and the housing industry context.
• Proven track record of working with public sector entities or similar organizations.