SCOPE OF WORK
Customer Engagement Training
Location of Assignment: Mbeya, Iringa, Morogoro and Dar es Salaam, Tanzania
Proposed Level of Effort: Approximately 3 weeks
Anticipated Start Date: March 2019
Anticipated End Date: March 2019
Objectives of the Assignment
This assignment aims to build the capacity of Tanzanian financial institutions in three upcountry regions, Mbeya, Iringa and Morogoro. FI staff should learn effective methods and tools to communicate, engage and handle customers effectively to provide high quality customer experience. Staff should be equipped with the knowledge and skills needed to retain current customers, build customer loyalty and attract new customers based on what customers value most.
The Volunteer is required to develop training materials with concrete case studies and examples for a 2-day training in each region and should aim to cover the topics below:
Background
The Tanzania Enabling Growth through Investment and Enterprise Program (ENGINE) is a four-year, USAID-funded Feed the Future activity implemented by the International Executive Service Corps (IESC). The ENGINE program aims to streamline and enhance many of the regulatory, informational and financial channels that encourage domestic and foreign investment in the southern mainland agricultural regions of Mbeya, Morogoro, and Iringa, and in Zanzibar.
ENGINE works at the district level, using a broad-based approach to engage with district Local Government Authorities (LGAs), private sector associations, business development service providers, financial institutions and small and medium enterprises.
Problem Statement
Today’s customers are more selective and demanding and their expectations regarding their service experiences are higher than ever. Effective customer engagement can yield increased loyalty, greater profitability, amplified word of mouth advocacy and improved long-term customer/member retention which is what Tanzanian financial institutions (FIs) need. But too often, attempts at customer engagement are dominated by emphasis on products (e.g. customer generated reviews, Facebook ‘Likes,’ etc.), and sometimes service inquiries (surveys, focus groups, complaint forms, etc.). However, effective customer engagement is an ongoing dialogue, FIs have to offer options for different types of conversations. It can’t always be about products and services.
ENGINE is seeking an experienced customer engagement professional to train FI staff in Tanzania on effective ways to deepen relationships with customers.
Approach
Anticipated Tasks
The Expert Volunteer will complete the following tasks:
Prior to departure:
Upon arrival in Tanzania:
Deliverables
The Expert Volunteer will submit the following deliverables:
i) To be submitted prior to delivering the workshop:
ii) To be submitted after concluding the workshop:
Additionally, the Expert Volunteer will provide exit debriefings to the ENGINE staff.
Volunteer Qualifications
The International Executive Service Corps is a Washington, DC based not-for-profit that focuses on private sector growth. We support and catalyze the development of private enterprises, business support organizations, financial institutions, and public institutions around the world. Utilizing skilled consultants and expert volunteers, we’ve implemented over 25,000 short-term projects and 200 programs in 130 countries. True to our mission — Promoting Prosperity and Stability through Private Enterprise — we’re proud to have created over one million jobs across the globe