Special Note

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.

Who Should Attend

Receiving, Shipping, Putaway, Picking, and Packing Clerks, Operators, Analysts, Supervisors, and Managers Customer Service, Order Management, Warehouse, Terminal, Crossdock, and Distribution Center  administrators, clerks, analysts, supervisors, and managers. Supply Chain and Logistics Managers, Analysts, Consultants, Supervisors, Technologists Planners and Engineers Business and Systems Analysts Supply Chain Education and Human Resource Management personnel Inventory Planners Distribution and Warehouse Operations Managers, Supervisors, Planners, Consultants, and Analysts Order Management Supervisors, Managers, Analysts Demand Planners, Supply Planners, Forecast Analysts, Forecasting Managers Service Operations supervisors, Service Operations Managers Inventory Managers, Inventory Clerks, Inventory Analysts Transportation Planners, Transportation Clerks, Transportation Analysts, Transportation Managers

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

What is Covered

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

Course Prerequisite and Related Certificate Information

None.

Course Times

This course is offered in an online format.

Course Materials

Provided online.