Customer Excellence Training

The purpose fo this Request for Information (RFI) is to provide the United Nations (UN) Division for Special Activities with an an overview of available formats and a cost estimate for a customer service excellence training for service agents in the organization. The UN Secretariat consists of about 100 entities. To support global operations, a few global and regional entities have established themselves as service providers to all other entities. They usually offer human resources, supply chain management, information and communication technology, finance and related functions for other entities across the organization. Service provision arrangements and set-ups developed largely historically based on evolving local and regional needs. Service provision is therefore relatively fragmented across the UN Secretariat. Client experiences and requirements differ across duty stations. The Division for Special Activities is working with all major service providers with the goal to standardize and improve internal operations and client servicing globally. On the one-hand, the division is developing a standard advisory package for service providers to strengthen their internal set-up. On the other hand, it is striving to put in place a capacity-development programme for staff working in service provision. The latter is to include an comprehensive customer excellence training for client-facing service delivery staff across all major service proviers. The customer excellence training will have two main objectives: First, it should build agents' client servicing skills, such as understanding of client needs, dealing with difficult clients and communication skills. Second, the training should also feed into a wider organisational change mnagement process, attempting to shift the internal culture to be more client-centric. The Division for Special Activities is seeking to identify main training providers for such customer excellence training and benchmark their offering. Specifically, the Division is trying to understand: - Companies with major experiences in customer excellence training - Types of trainings and training formats offered for such contexts - Companies with experience offering customer excellence training to United Nations entitites or similar organizations - Pricing benchmarks Based on the Request for Information, the Division is seeking to identify suitable provider(s) to help develop a tailored training for its needs.