Logistics Education And Pathways: Customer Service Operations

  • Overview
  • Course Content
  • Requirements & Materials
COURSE ID: LOG 3500P
Special Notice

Contact for course-related questions

Georgia Tech Supply Chain and Logistics Institute

Instructors

Chuck Easley
View Schedule
Overview

Logistics Education And Pathways: Customer Service Operations

The course is available for contract only. Please fill out this form if you are interested in this offering.
Course Description

This course prepares students in the basics of customer service operations and the role of customer service within an organization’s overall supply chain. The course includes presentations of the key elements of customer service including: the order management process, customer relationship management, management of challenging customers, effective customer communications, returns and reverse logistics, and performance metrics.

Courses in this series (LOG 3500P, 3501P, 3502P, and 3503P) were made possible by a generous grant from JPMorgan Chase & Co. Development of materials used in these courses were funded by a $24.5M TAACCCT grant awarded by the U.S Department of Labor's Employment and Training Administration to the LINCS in Supply Chain Management Consortium.

If you are interested in having the tuition waived for this course, please see the Special Discount section below for application details. 

Course Content
  • Unit 1 – Supply Chain Concepts
  • Unit 2 – Supply Chain Technology
  • Unit 3 – Managing Customer Relationships
  • Unit 4 – The Order Process
  • Unit 5 - Returns and Reverse Logistics
  • Unit 6 – Customer Relationship Management
  • Unit 7 – Challenging Customers
  • Unit 8 – Communication in Customer Service
  • Unit 9 – Legal and Regulatory Concerns
Requirements & Materials
Important Information

Access to the content for this course requires you to set up a password for your Georgia Tech (GT) account different from your account and password on this website.  

After you complete your registration follow the "How to Access Your Course Content" instructions which display on the session details (summary) page for this course.

This is a self-paced online course.  You may register anytime while registration is open and will have access to the course through the published "Access Ends" date.

Materials

Required

  • Computer with speakers to access online content

Provided

  • Access to online course content and optional reading materials until the course end date

Session Details

Who Should Attend

This program is currently open to and tuition-free for 16-24 year-old residents of Fulton, DeKalb, Clayton, Cobb, Gwinnett, Coweta, Douglas, Fayette, Henry, counties or active duty/veterans who will be moving to one of these counties. Residents of Newton, Walton, Jasper, Morgan and Rockdale who are accepted will be in the Summer/Fall 2017 pilot program which is limited to the first 100 qualified applicants. The age requirement is waived for the first 100 accepted into the Newton, Walton, Jasper, Morgan and Rockdale Summer/Fall 2017 pilot program. Active duty service members interested in participating in the LEAP courses as part of the VET2 program should contact James.Wilburn@pe.gatech.edu.

How You Will Benefit

  • Define supply chain management
  • Explain how supply chains should support organizations’ strategic goals
  • Recall the supply chain frameworks that integrate supply chain and financial goals
  • Acquire knowledge of the overall order management cycle and process
  • Understand the impact of effective customer service, especially in issue resolution
  • Understand the key aspects of, and employee responsibilities in, the customer returns process
  • Understand the key metrics used in customer returns functions
  • Understand the key concepts and practices in customer relationship management
  • Recognize how service performances are measured
  • Identify key steps in the customer life cycle
  • Know how to identify, appreciate, and relate to challenging customers in typical business settings through great customer service and understand why customers become challenging
  • Know how to manage challenging customers
  • Identify and describe various communication methods and their characteristics
  • Recognize the key barriers to effective communication and how to overcome them
  • Recognize regulatory concerns in customer service operations

Related Programs

Supply chain professional taking inventory in a warehouse
Demand Driven Supply Chain Strategy
As supply chain (SC) executives become more instrumental in supporting long-term strategic objectives for their firms, they need to complement traditional…
Learn More
Supply chain professional taking inventory in a warehouse
Integrated Business Planning
This course provides a holistic view of corporate profitability and supports effective complexity management. Learners will discover the challenges of…
Learn More
Supply chain professional pushing cart of boxes
Inventory Management and Resource Allocation in Supply Chains
Many supply chain decisions are concerned with the timely and efficient procurement, allocation, and distribution of resources (e.g. funds, supplies,…
Learn More
Supply chain professional taking inventory in a warehouse
Lean Inbound Logistics
The efficient flow of inbound materials through your supply chain can have a significant impact on cost, quality, service, and delivery to your customer…
Learn More
Supply chain professional taking inventory in a warehouse
Lean Leadership for the Supply Chain Professional (Online)
Transforming an organization from traditional thinking to "lean thinking" requires leadership. The core focus of this course builds upon your knowledge of…
Learn More
Supply chain professional taking inventory in a warehouse
Lean Warehousing
This course will demonstrate how warehouse operations are a key enabler to a successful supply chain implementation and the starting point for a…
Learn More
Supply chain professional pushing cart of boxes
Material Handling 101: Fundamentals, Analysis and Selection
This course provides an introduction to the field of material handling, including systems analysis, equipment selection, and the relationship of material…
Learn More
Supply chain professional taking inventory in a warehouse
Measuring and Managing Performance in Supply Chain and Logistics Operations
Corporations often struggle with a lack of alignment between financial goals and operational metrics. Additionally, today’s information technology often…
Learn More
Water bottles on a supply chain line for humanitarian aid
Pre-Course for LOG 5001P: Responsive Supply Chain Design and Operations
Delivering sustainable solutions for public health and humanitarian events is generally impacted by dynamic and hard-to-measure factors such as geographic…
Learn More
Water bottles on a supply chain line for humanitarian aid
Pre-Course for LOG 5002P: Inventory Management and Resource Allocation in Supply…
Numerous tactical decisions must be made in the midst of public health and humanitarian challenges. Many of these decisions are concerned with the timely…
Learn More
Water bottles on a supply chain line for humanitarian aid
Pre-Post course for LOG 5003P: Systems Operations and Strategic Interactions in…
Despite having common goals, often the lack of cooperation and coordination between organizations or stakeholders active in public health and humanitarian…
Learn More
Supply chain professional pushing cart of boxes
Responsive Supply Chain Design and Operations
Meeting demand in a timely and cost-effective manner is important both in public and private supply chains, and heavily depend on the design and operation…
Learn More
Supply chain professional taking inventory in a warehouse
Supply Chain Risk Management
In today’s global economy, operating risks are increasingly on the minds of executives. The specific context of operating risk can range from general…
Learn More
Supply chain professional pushing cart of boxes
Systems Operations and Strategic Interactions in Supply Chains
Often the lack of cooperation and coordination between organizations or stakeholders lead to inefficiencies, despite having common goals. A systems view…
Learn More
Supply chain professional taking inventory in a warehouse
World Class Sales and Operations Planning
This course focuses on defining, executing, and improving the Sales and Operations Planning (S&OP) process. Learners will be introduced to the appropriate…
Learn More
Learn More

TRAIN AT YOUR LOCATION

We enable employers to provide specialized, on-location training on their own timetables. Our world-renowned experts can create unique content that meets your employees' specific needs. We also have the ability to deliver courses via web conferencing or on-demand online videos. For 15 or more students, it is more cost-effective for us to come to you.

  • Save Money
  • Flexible Schedule
  • Group Training
  • Customize Content
  • On-Site Training
  • Earn a Certificate
Learn More

Want to learn more about this course?

Contact Us