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: 

Identify customers as one of four different types: agreeable, directive, analytical, or expressive;

Adapt your customer service interaction to the customer's type;

Understand that customer service language should be both polite and efficient;

Explain how providing customer service over the phone or online differs from providing customer service in person;

Identify poor examples of customer service and explain how the agent could improve his or her interactions;

Understand how body language can affect customers' perception of the service they are receiving;

Use the "No...but" technique to emphasize what the agent can do rather than what he or she can't;

Understand the reasons that customers might be difficult and handle difficult customers professionally;

Explain why providing customer service requires great communication with co-workers and supervisor

Contact Hours: This course is worth (1) hours of continuing education credit

CEUs: .1

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: 1 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.