Supply Chain Fundamentals: Customer Service Operations (Online)

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.

Important Course Information

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

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 section details (summary) page for this course.

Available Online Sections

Access Begins Access Ends Registration Deadline Format Cost CRN
Section Details Mar 8, 2018 Mar 8, 2019 Sep 18, 2018 Online $350 18588
View previous sections
View Previous Sections
CRN Start date End date Format Location Cost
15797 Aug 1, 2015 Jul 31, 2016 Online $350
16720 Aug 3, 2016 Aug 3, 2017 Online $350
17552 Feb 4, 2017 Feb 4, 2018 Online $350
17762 Aug 7, 2017 Aug 5, 2018 Online $350

How You Will Benefit

  • 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

Content

  • Learning Block 1 – The Order Process
  • Learning Block 2 – Returns and Reverse Logistics
  • Learning Block 3 – Customer Relationship Management
  • Learning Block 4 – Challenging Customers
  • Learning Block 5 - Communication in Customer Service
  • Learning Block 6 – Legal and Regulatory Concerns

Materials

Required

  • Computer with speakers to access online content

Provided

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

For Course-Related Questions

Please contact the course administrator: Tim Brown

Technology Requirements

Verify you meet the minimum technology requirements for this section.