RQQ-2017-CSP-022 - RQQ-2017-CSP-022: EMERGENT CUSTOMER SERVICE TRAINING

Request No. RQQ-2017-CSP-022

Consultant’s Services for Customer Service Training on an Emergent Basis

Metrolinx is accepting bids (“Requests”) for emergent services for Customer Service Training, as more particularly described in this Request Document as required by Metrolinx.

Request enquiries and other communications are to be directed to the procurement representative Josie Canzona at (416) 202-5645, Josie.Canzona@metrolinx.com.

Request submissions will be accepted until the Closing of 2:00 p.m., July 4, 2017, via Merx electronic bid submission (EBS) and will be opened by Metrolinx staff as soon as is practicable after the designated Closing.  Details on where and when vendors can obtain information on bids received, will be made available on Metrolinx’s website.

Please note, effective Monday, February 10th, 2014 for any newly issued tenders Metrolinx will no longer be conducting Public Openings.

Only Consultants who possess the following experience and qualifications will be considered for award of this Contract:
The Consultant must demonstrate that it possesses the following experience and qualifications:
 

1. Minimum five (5) years’ experience in the design, development, implementation and delivery of innovative enterprise-wide multi-brand customer service training strategies, programs and courses;
2. Proven experience in the successful development and implementation of enterprise-wide multi-brand customer service training strategies, programs and course that include all of the following:
   1. Working with organizations that have evolved into a customer centric culture;
   2. Working with best practice organizations with multi-brands, such as Metrolinx; strong customer centric culture, multiple customer service channels (Self-serve, retail and service expansion would be an asset);
   3. Working with organizations to deliver training that is accessible for people with disabilities as per AODA Standards;
   4. Deliver French translation, upon request, as per the FLS Act;
   5. Successful execution of projects/programs similar in scope and content.
3. Proven experience in the successful design and development of customer service training strategies, programs and courses which includes; synchronous and asynchronous methodologies and any combination of blended learning;
   1. E-Learning
      1. Virtual Classroom
      2. Audio and Video Conferencing
      3. Mobile
      4. Webinars
      5. Application Sharing
      6. Chat & Instant Messaging
      7. Self-paced online courses
      8. Discussion forums & groups

1. Classroom
   1. Instructor led
2. Proven knowledge and subject matter expertise in corporate training methods, tools, techniques developments, and trends; and
3. Proven knowledge and subject matter expertise in how to assess trainer’s performance.