The Provision of a Customer Service Training Package

Concepts

• education and training
• personnel training
• customer feedback
• customer service standards
• gtr customer-facing staff
• a customer service training package
• gtrs service quality regime
• customers expectations
• the provision of a customer service training package
• training

Location

LONDON

Geochart for 2 buyers and 0 suppliers

Govia Thameslink Railway

+−

Leaflet | Map tiles by Stamen Design, under CC BY 3.0. Data by OpenStreetMap, under ODbL.

Description

As part of GTR's Service Quality Regime (SQR) (internal auditing and mystery shopping) and customer feedback, we have recognised a requirement and opportunity for redefining Customer Service Standards to align to increasing customers' expectations and defining and delivering a best-in-class Customer Service Training Package to underpin consistent and sustainable delivery to these standards by GTR customer-facing staff (employees), excluding drivers, and others who interact with customers as part of the GTR team

CPV Codes

• 80000000 - Education and training services
• 79632000 - Personnel-training services
• 79633000 - Staff development services

Indicators

• Bids should cover the whole contract.
• Renewals are not available.
• Award on basis of price and quality.