HSC/PKR, 8005 9th St, Bldg 626, Brooks AFB, TX 78235-5353

Q -- CUSTOMER SERVICE TRAINING FOR MEDICAL PERSONNEL MANAGERS SOL 98-R-0004 POC J. Rosales, HSC/PKOV FAX (210) 536-4450 requests only. Solicitation shall be posted on internet. Web address to be provided to interested parties that FAX in request. No phone calls. The Government has a requirement for a contractor to provide personnel, equipment, course materials and services necessary to provide a customer service course designed for management personnel in a military medical treatment facility. Offeror MUST HAVE an existing management customer service course or a customer service course and management course that can be merged relatively easily. Course shall be two eight-hour days and emphasize the actions and behaviors of organizational leaders that support the transition to a customer focused culture. Initial classes at five sites, approximately three classes per site within 30 Days after award. Additional classes shall be conducted at a rate of 25 per month at 13 different sites. (Approximately 75 locations with two classes per site). All class instruction must be completed by Sept 1998. Will require at least 7 qualified trainerswho have previous teaching/training experience, preferrably in a medical setting. Instructors shall have taught the existing course at least twice. References are required at time of proposal submittal. Oral presentations along with course training manual and materials will be evaluated. Government anticipates awarding a firm fixed price (per 2 day class) type contract to one offeror. The solicitation will be full and open competition. Latest possible start date would be the end of February. Best vlaue procedures will be utilzed with techical capability the highest priority. Course Content shall include: Strategies that promote a customer service culture, how customer services fits into strategic plan, team builidng and exercises, impact of rewards and recognition, participant tools to implement mentor and coaching tehcniques, emphasis on the importance of the training, listening tehcniques, coaching and counseling behaviors and tehcniques that assist front-line service providers, customer service perspective from customer and provider, interpersonal relationships,emphasis on special needs of medical community as it transitions from "military" to customers focused. Fax in your request for solicitation to (210) 536-4450. J. Rosales/HSC/PKOV Include your fax number and this solicitation number, 98 R 0004 (0009)

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