As of January 1, 2026, access to all Procurement U courses is a benefit of NASPO and Procurement Professionals Alliance (PPA) membership.

To learn more about PPA membership, visit their website here.  

Course Description:

Type: self-paced, online Access Time: 365 days from enrollment

Description:  

Learning Objectives: 

Explain the concept of the comprehensive customer experience;

Discuss the case for offering superior customer service;

Describe the customer service philosophies of leading companies including Apple, Nordstrom, L.L. Bean, and others;

Discuss the concept of performance measurements and Key Performance Indicators (KPIs);

Describe the use of the Net Promoter Score (NPS);

Discuss the Voice of the Customer (VoC) process;

Outline ways to build customer loyalty;

Explain how to calculate lifetime Customer Lifetime Value (CLV);

Discuss the issues involved in managing customer service;

Describe how to establish customer service expectations;

Discuss the approach to providing customer service on different platforms (in-person, over the phone, online);

Explain approaches for handling difficult customers

Contact Hours: This course is worth (3) hours of continuing education credit

CEUs: .3

Key Features:

Mobile-friendly
Fully accessible
Interactive activities
Video content
Real-world case studies
Expert-supported
Credit-awarding

Refund Policy: You may request a refund up to 7 days from the purchase date. The registration fee will only be refunded if less than 10% of the course has been completed. Completion percentage can be viewed on the Course Progress page from within the course.

Notes:

Estimated time to complete: 5 hours

This course has an "Ask the Expert" feature, which submits your questions directly to an expert in the field you are studying. Questions are answered as quickly as possible and usually within 24 hours.

Learners must achieve an average test score of at least 80% to meet the minimum successful completion requirement and qualify to receive IACET CEU credit. Learners will have three attempts at all graded assessments.

This course is neither created nor hosted by NASPO. By clicking on the link to begin this course, you will be redirected from NASPO’s Learning Management System to the course site maintained by a third party for which NASPO expressly disclaims any warranty or liability. Furthermore, the viewpoints reflected or expressed in the course materials are the viewpoints solely of the course creator, and do not reflect the viewpoints of NASPO or its staff.