Purchasing Department - University of Connecticut

3.15 Customer Service Requirements
a.) The University considers exceptional customer service an essential requirement of
contractual agreements. The University, therefore, expects that at least one
dedicated contact person in the respondent's customer service department and one or
more in sales will be assigned to 1.) the Storrs campus, 2.) the Regional Campuses
3.) UCHC campus. (Note: the same persons may be assigned to more than one
campus as long as adequate coverage is provided). Additionally, each dedicated
internal customer service representative should have a fully informed equally well
trained back-up person that can interface with the assigned campus in the case of
vacation and/or absence. The assigned dedicated customer service representative
and back-up person should be familiar with all aspects of your offer and be
empowered to make decisions as needed to comply with the contract.
b.) A "dedicated" team approach to customer service, whereby anyone answering
the phone will handle an inquiry or take an order, will be acceptable provided
that there is a dedicated internal customer service representative available for
consultation who can act as a "problem solver" and resource to address end
user concerns. In the event that a campus has an on-site customer service
representative, the on-site representative may serve in this capacity as a "problem
solver".
c.) The respondent will be responsible for ensuring that the customer service
representative’s workload will allow for convenient and effective interaction with
each campus’ personnel.
The respondent shall provide a detailed narrative describing how it will meet the requirements identified
above.
3.16 Sales Representative and Call Schedule
a.) The Contractor must have an established sales department. The Contractor must
have a salesperson(s) assigned to call on each member campus. While the actual
sales call schedule is anticipated to vary by campus, it is expected that the assigned
sales representative would call at least three times a week for Storrs and UCHC and
be available on campus the next day if specifically requested by an end user. The
schedule for Regional campuses will be determined on an as needed basis.
Additionally, the University reserves the right to request an on-site representative.
In the event that the University and/or UCHC elect to have an on-site representative,
a separately executed agreement covering the duties and obligations of the parties
may be required.
b.) Each end user department will be given an opportunity to provide input, at least
twice a year, regarding the performance and service level provided by the
Contractor's assigned sales representative(s). It is expected an annual survey will be
administered to each department and the results will be submitted to the purchasing
account manager.
The respondent shall provide a detailed narrative describing how it will meet the requirements
identified above.
3.17 Management and Related Reports
The Contractor must furnish, to the University, management and related reports pertinent
to purchase activity under the contract. In addition to the reports indicated below, the
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