Development Review Team Customer Service Training

The County of Sacramento (County) Development Review Team is seeking proposals from qualified firms, organizations, and service providers to provide administrative and instructional development services for the design and delivery of a customized training program. The select consultant will be responsible for supporting the development of curriculum and related training materials that equip County personnel with the knowledge, tools, and competencies necessary to demonstrate behaviors consistent with the County’s established “Four Pillars” of Customer Service framework. The Development Review Team's Four Pillars are as follows: Empathy Responsive and Timely Service Clear and Consistent Communication Empowerment The Development Review Team defines the Behavior Statements associated with each pillar as follows: Empathy: We demonstrate empathy by actively listening to understand our customers' concerns, acknowledging their feelings with patience and compassion, visualizing ourselves in their position, and following up to build trust. Responsive and Timely Service: We provide responsive and timely service by promptly communicating updates and timelines, meeting our deadlines, proactively managing scheduling expectations, and providing comprehensive responses. Clear and Consistent Communication: We demonstrate clear and consistent communication by following standard procedures and setting clear expectations, while being concise, keeping materials current, and asking questions to ensure understanding. Empowerment: We demonstrate empowerment by taking initiative and ownership, using critical thinking to make informed decisions, continuously learning, supporting our colleagues, and providing customers with the tools they need to succeed. The Team is seeking the expertise and knowledge of a professional consultant in achieving its customer service vision, including providing staff with practical tools and frameworks that will help them learn how to consistently model the Four Pillars and Behavior Statements in their daily interactions with colleagues and customers.