Logistics Education And Pathways: Customer Service Operations

Overview
Course Content
Requirements & Materials

Logistics Education And Pathways: Customer Service Operations

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.

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

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

Special Notice

Contact for course-related questions

Tim Brown

Instructors

Chuck Easley

View Schedule

Special Discounts:

Residents of Newton, Walton, Jasper, Morgan, and Rockdale may qualify for the Logistics Education and Pathways (LEAP) Scholarship Program.

There are no sessions scheduled at this time. Please check again later.

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

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Logistics Education And Pathways: Customer Service Operations