CS_Training_Update_SOW_8-29.docx

STATEMENT OF WORK

CUSTOMER SERVICE TRAINING

THE OFFICE OF CAPITAL ACCESS

OFFICE OF FINANCIAL PROGRAM OPERATIONS

U.S. SMALL BUSINESS ADMINISTRATION

1.0 INTRODUCTION

The mission of the U. S. Small Business Administration (SBA) is to help maintain and strengthen the Nation’s economy by enabling the establishment and viability of new and existing small businesses and by assisting in the economic recovery of communities during disasters.

The Office of Capital Access, Office of Financial Program Operations (OFPO) manages SBA’s loan processing, servicing, and liquidation centers located in nine locations. The number of employees at each location are:

· Fresno, CA 52 People

· Santa Ana, CA 53 People

· Sacramento, CA 106 People

· El Paso, TX 40 People

· Hazard, KY 16 People

· Herndon, VA 79 People

· Birmingham, AL 56 People

· Little Rock, AR 49 People

· Washington, DC 49 People

2.0 SCOPE OF WORK

SBA requires the use of a contractor to provide training for its personnel onsite at each of the nine locations. Vendor shall provide travel for instructors to the nine center locations.

CLIN 0001

Customized, in-person customer service training to 500 OFPO center employees. Classroom sessions should be split into AM and PM sessions when practical to train approximately 25 students at a time. The classroom training shall be for four (4) hours and upon completion grant each student four (4) Continuing Education Units (CEUs). The vendor shall coordinate with the designated point of contact for each center to customize the customer service training, incorporating of “real world” examples specific to the unique challenges each center faces.

The training shall cover the following topics as a minimum and may cover any additional necessary customer service related items/themes not listed here:

1. Effective communication with internal and external customers.

2. Mitigating and avoiding difficult customer situations.

3. Assessing and managing customer expectations.

4. Telephone and email etiquette.

5. Building positive customer relationships.

6. Dealing with difficult customers.

3.0 PERIOD OF PERFORMANCE

The contractor shall provide classroom training between September 15, 2018 and September 30, 2019.

4.0 PLACE OF PERFORMANCE

Contractor shall provide in-person training at each of the nine centers listed above and shall provide any course materials or documents to facilitate the use and/or access to the required information. The contractor must identify a point of contact for any customer service or system questions.