Reference: LT12104500 3/29/2012, Location: Middle East
Scope of Work
Provision of consultancy services on customer service system Develop a Customer Service System (CSS) that provides the basis for delivering the key functions of customer service, which are: -
- Customer awareness (CA)
- Customer relationships (CR)
- Customer feedback (CF)
The development of a CSS is a complex task that requires an intensive, full time commitment to the following activities: current analysis of CS; identifying competencies and training gaps; development of a training manual; development of training modules; training of DA staff; training of trainers; reviews and modifications to CSS. DA employees do not have the sufficient range of skills and knowledge to deliver in this specialist area and nor can they be committed on a full time basis for an extended period.