General Services Administration, NCR,Contracts Division,7th and D Streets, S W,Washington,DC 20407

R -- TRAINING PROGRAM FOR CUSTOMER SERVICE SOL GS-11P-95-MJD-0027 DUE 051895 POC Contact,Faye Cartwright,202/708-8517,Contracting Officer,Charles W. Knight, Jr.,202/708-5064 The General Services Administration has spent the past year implementing the recommendations of the National Performance Review.Our reinvention efforts have taken many directions.Key among these is our focus on improved customer service.To provide individualized, high quality service to our customers, a new position of Customer Service Representative (CSR) has been established.These representatives will be responsible for meeting the day to day needs of the client agencies who reside in federally owned and leased space.GSA is seeking a qualified organization to develop and provide a training program for these representatives to include the following curriculum: (1) an overview of the regional and property management structures and the roles and responsibilities of the CSR within these structures; (2) instruction on both general customer service/relations issues and customer service/relations in a property management environment; (3) defined response protocols for customer interaction for various scenarios; and (4) an explanation of the importance of measuring customer satisfaction and ''informal'' methods available to CSRs for gauging the satisfaction of their customers on a continuous basis.Performance will begin on or about July 1, 1995.This will be a one year contract.See numbered note 1.Solicitation issuance date will be on or about April 18, 1995.All responsible non-excluded sources may submit an offer which will be considered by the agency.The date for receipt of proposals will be on or about May 18, 1995.Copies of the solicitation may be obtained by contacting Ms. Kim Taylor, GSA, NCR, Room 2609, at the address above or by calling (202) 708-6490. (0081)

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