Citywide Customer Experience Training Program
City of Houston > Human Resources > Center for Public Leadership & Learning
Original Solicitation Links
INF-2026-0399
]Customer Experience (CX) Training Program
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Description
The City of Houston is seeking a qualified training vendor to design and facilitate a white-glove Customer Experience program for public-facing and internal service departments. The program must promote cultural humility, bias-aware communication, language access, concierge-quality assistance, warm hand-offs, consistent communication, service recovery, and trust-building for a diverse population. The selected vendor will develop Foundations, Advanced and Coaching, Tips and Touches Lab, and scenario-based simulation courses; conduct baseline assessments and post-training evaluations; provide instructor-led, virtual instructor-led, and web-based training; create participant and facilitator materials, scripts, rubrics, reference cards, playbooks, and job aids; provide aggregate reporting and recommendations; offer optional follow-up support; and conduct train-the-trainer sessions. Training must be ADA-compliant, incorporate adult-learning principles and hands-on practice, support class sizes of 6 to 40 participants, and include proposed course durations. In-person instruction will occur at the City's Houston facility, with virtual delivery through Microsoft Teams and web-based delivery through Articulate.
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