AVAILABLE TO NASPO MEMBERS ONLY

Delivery type: Instructor-led online course. Dates: June 20 - July 17, 2022 

Please review the full syllabus prior to registering.

Course description:

This course is designed to introduce skills, strategies, best practices and techniques to make quality customer service a reality in government procurement offices. For the procurement officer, a “customer” can be almost anyone: suppliers, other government entities and agencies, as well as other colleagues in your own office. Customer service is one of many soft skills that is an integral part of the successful procurement professional’s skillset. This course will provide you with foundational skills and strategies to take your customer service approach to the next level.

Course Structure:

This is a web-based training (WBT) facilitated by an instructor via webinar. Participants will complete an online portion of the course before each webinar as well as an online portion after each webinar. In conjunction with the online portions of the course, there will be two webinars with a set date and time. Additionally, there are interactive elements, and exercises incorporated into the course that require the user to apply their own knowledge and experiences.

An online Community will be provided and connected with your enrollment in this course. Use the Community to engage with other participants throughout the course. At times, there may be mandatory activities you must complete in the Community in order to complete this course.

Learning Objectives:

• Identify the importance of efficient and effective customer service in government procurement.
• Describe the principles of effective customer service communication in the public sector.
• Discuss strategies for effective customer service in the government procurement sector.
• Identify common challenges faced by procurement staff when working with their various ‘customers.’
• Apply learned strategies through communication-based scenarios involving central procurement and agencies.
• Identify communication strategies and skills that can be implemented and exercised in a procurement office to improve relationships with procurement ‘customers’.