Expand Your Horizons (Eyh) Request For Training Proposal On Customer Service

Background: Expand Your Horizons (EYH), is a three year USAID-funded project that aims to build the technical and professional capacity of Lebanese organizations and their employees to play a more effective role in their community. This project is made possible by the generous support of the American People through the United States Agency for International Development (USAID). The project aims to achieve this through: Strengthening the capacity of 150 organizations from various sectors and 400 of their employees in selected core skills and competencies through training and follow-on support activities. Increasing communications and networking among participating organizations and individuals. EYH will be outsourcing trainings for the selected organizations to highly qualified training providers based on the needs identified in the project’s early on assessment phase. In order to do so, EYH is issuing the following Request for Training Proposals (RFTP). The purpose is to solicit proposals from qualified organizations and training providers who have the capacity to develop and deliver tailored and relevant trainings. These training activities must be designed to support and develop the skills and knowledge of professionals as guided and indicated in the details of the RFTP below. 2. Training Topic and Objectives: EYH is commissioning a two-day customized training on Customer Service. The training will be delivered for twenty-five microfinance loan officers and customer service employees from a leading microfinance organization in Lebanon. Specifically, the Training Service Provider is expected to meet the following desired training objectives: Objectives Provide participants with the concepts and principles of customer service, the importance of customer satisfaction, and the different levels of the customer service cycle. Assist participants in identifying techniques to deal with the challenges and difficulties that are faced in customer service. Expose participants to methods and techniques to deal with different types of customers including the difficult customer. Equip participants with the skills required to enhance customer service practices and the creation of a customer service culture at their workplace Develop with participants during the training an action plan to transfer and implement the knowledge gained back to their organization (refer to section 4. Individual Development Plans (IDPs) and Action Planning). 3. Methodology: The methodology needed for these trainings should revolve around participatory adult learning methodologies with an interactive learner-centered focus. The trainings should focus, in addition to informative sessions, on practical examples and exercises and training sessions should offer a range of activities designed to convey clearly the identified training objectives. Training service providers are expected to share in their training proposal, in addition to the training schedule, a clear explanation of the training methodology that would achieve each of the training objectives. Training methodology should reflect up-to-date information and new trends with practical applications and simulations that reflect real life examples suitable for the diversity of participating organizations (please refer to Section 5. Trainees Background). The selected training service provider is expected to: Prepare and design modules of training in response to training objectives set by EYH as set in Section 2. Training Topic and Objectives. Share the outline of training modules and the brief content of each topic with the EYH team for approval before the training. Provide training on customer service for microfinance loan officers and customer service representatives. Strengthening understanding as to applying such principles to the Lebanese context. Equipping trainees with relevant training materials. Share all relevant training material with EYH team at least four working days before the training including hand-outs, PowerPoint presentations, and other relevant material. Deliver the training and work with trainees on developing their Individual Development Plan (IDP) and Action Planning (please refer to Section 4. Individual Development Plans (IDPs) and Action Planning). Submit a training report in English at the end of the training. Throughout the training, the training provider should: Acknowledge and value diversity of experiences and operational environments. Encourage dialogue, sharing of knowledge and participation. Be supportive, rather than prescriptive in building individual participants’ skills and expertise Encourage participants to be responsible for their own learning. Encourage participants to reflect and consider how the training experience will be applied upon return to their home institution. 4. Individual Development Plans (IDPs) and Action Planning The Individual Development Plan (IDP) is an action plan for measuring change in the individual and the organization. The IDP, which EYH works with individual trainees to start its development, should describe what each trainee should expect to accomplish through training and how their new skills and knowledge will contribute to their organization’s development plan already prepared by EYH. Training providers need to allocate adequate time and assistance to coach participants create this action plan during the training. 5. Trainees’ Background All trainees are Lebanese professionals working in a leading Microfinance organization in Lebanon either as customer service representatives or as loan officers and deal directly with customers on a daily basis. 6. Language of Training The language used in the delivery of the training should be Arabic. Language of training materials could be either in English or in Arabic with a preference to Arabic training materials. Interpretation or translation will not be provided during the training program. 7. Training Location: Training will be conducted within the Greater Beirut region in Lebanon. 8. Training Process, Deadlines, and Timeline: Action Due Date Responsibility of Deadline for submission of Training Proposals to EYH July 15, 2014 Consultant/Training Service Provider Review applications/short list/service procured/contract signed July 16-17, 2014 EYH Inception meeting/ call with EYH to agree on methodology and training outline July 22, 2014 Consultant and EYH Contract Signed July 23 – 25, 2014 Consultant and EYH Training Delivery August 11-12, 2014 Consultant Training Provider Report August 20, 2014 Consultant 9. Outputs Expected outputs from the training include: Build capacity (new knowledge, skills, and attitudes) of decision makers working as lead administrators in their respective institutions in Lebanon. One copy of training materials from each technical session shared with EYH and each training participant. Training Provider Report in English (within 1 week post-training). Final Budget and Invoice with any supporting financial back up documentation for the program. 10. Financial Proposal Prices must be quoted in USDand include all expenses and taxes necessary to perform the contract. The financial proposal should include only technical consultant costs. The trainer should charge for the two days of preparation required for the training, delivery of the training over the course of two days, and one day of final training report writing in English and wrap up. Trainers are not responsible for all training logistical issues such as training material provision to participants (hard and soft copies of handouts, presentation…), stationary and equipment related to the training, booking and reservation of the venue, etc. A detailed financial proposal should be included as part of the proposal submitted. For trainers coming from outside Lebanon, travel to and from Lebanon on Economy Class, lodging, and ground transportation from and to airport, hotel, training venue, and EYH office if needed will be covered by EYH. 11. Training Service Providers Profile EYH is looking for a local, regional, or international training service provider with a strong record of expertise and experience conducting training programs in Customer Service in addition to an understanding of the type of work of Microfinance Institute. The training service provider can be a registered commercial company, NGO, or an individual consultant with a proven track record and credibility within the field of Customer Service. The specific skills and competencies we seek include: At least 5 years proven knowledge and experience in facilitation and training delivery. Proven knowledge of current global customer service trends, standards, techniques, and services specific to the Microfinance sector. Excellent interpersonal skills. Excellent writing skills in English and verbal communication skills in both English and Arabic. Familiarity with trends related to Lebanese organizations and/or surrounding countries in the MENA region. 12. Training Proposal Required Documentation: Training service providers with the experience and skills described above are invited to submit the below in English: CV of trainer(s) with references including names, organization, and contact information for three (3) referees who can provide insights regarding skills, qualification and delivery of requested training services. A cover letter of no more than 2 pages introducing the training service provider experience and how the skills and competencies described above are met, with concrete examples. Please also use this cover letter to indicate date availability. An outline of no more than 4 pages of the proposed methodology, modules and key considerations tackled in this RFTP. The proposal should include how the training service provider intends to achieve desired training goals mentioned above. A tentative agenda of the proposed training that includes IDP development session(s). A 1-page financial proposal covering all allowable costs. One example of a previous similar task. Applications should be emailed to info@eyhlebanon.org with a subject line ofExpand Your Horizons (EYH) Training on Customer Service. Applicants not conforming to this model will be rejected.