Supply Chain Fundamentals: Customer Service Operations

  • Overview
  • Course Content
  • Requirements & Materials
Overview

Supply Chain Fundamentals: Customer Service Operations

Course Description

Be more effective in your entry-level or supervisory roles in customer service and order management! This course prepares learners for all aspects of customer service operations. Gain a solid understanding of the role of customer service within an organization’s overall supply chain. Discover 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.

Course Content

THE ORDER PROCESS

RETURNS AND REVERSE LOGISTICS

CUSTOMER RELATIONSHIP MANAGEMENT

CHALLENGING CUSTOMERS

COMMUNICATION IN CUSTOMER SERVICE

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 course is designed for customer service and order management, and distribution center administrators, clerks, analysts, supervisors, managers, and learners seeking to enter these roles. Supply chain professionals from other domains will also benefit through gaining insights into customer service operations.

    Supply chain and logistics professionals learning in classroom

    What You Will Learn

    • Order management cycle and process
    • Effective customer service
    • Customer returns process and metrics
    • Customer relationship management
    • Service performance measurements
    • Key steps in the customer lifecycle
    Supply chain professionals collaborating in warehouse

    How You Will Benefit

    • Gain a solid understanding of customer service, customer relationship management, and returns management principles, flows, technologies, goals, and metrics.
    • Know how to identify, appreciate, and relate to challenging customers in typical business settings through great customer service.
    • Identify and describe various communication methods and their characteristics.
    • Recognize the key barriers to effective communication and how to overcome them.
    • Learn regulatory concerns in customer service operations.
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    • Taught by Experts in the Field icon
      Taught by Experts in the Field

    I am really impressed with the scope of subjects covered and the practical case studies in diverse sectors from health, education, and other public sector projects.

    - Kenny Onasanya
    Team Lead

    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
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