ITP 2026-15 Customer Service Training, On-Site

The City of Johnson City seeks a qualified vendor to design, deliver, and institutionalize a comprehensive on‑site customer‑service training program for municipal staff. The effort includes a full‑day initial cohort session for ~30 frontline employees, a train‑the‑trainer component for city‑designated trainers, creation of all curriculum materials (lesson plans, participant and facilitator guides, editable source files), and post‑training evaluation and support. The training is to align with the City’s mission and six core values and be ready for delivery in November 2026, with follow‑up sessions over the next year. • Develop a customized curriculum covering service fundamentals, communication, de‑escalation, and teamwork. • Deliver the first cohort on‑site and then train city staff to independently run future sessions. • Provide 40 printed participant guides for the initial cohort plus digital copies thereafter, and grant the City a perpetual royalty‑free license to all materials.