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LEAP: 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.

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 Prerequisites


Course Fees

The cost of the course is $350 for the self-paced version. You will be provided with a URL, username and password to access the material. You must complete all required learning blocks to be awarded a Georgia Tech Course Completion certificate.

Course Location

This course is offered in a self-paced online format, and you may start anytime.

Technical Requirements

Minimum Requirements

Please review to ensure that the system you will be using is capable of accessing this online course.

User Interface

Online courses are offered through Georgia Tech Professional Education. The interface is provided via Canvas LMS and is primarily point-and-click, and can be learned by anyone capable of using a web browser. There is no software to distribute, and no experience with HTML or other technical knowledge required.


ISyE location map

Georgia Tech Supply Chain and
Logistics Institute
H. Milton Stewart School of
Industrial & Systems Engineering
765 Ferst Drive, NW, Suite 228
Atlanta, GA 30332
Phone: 404.894.2343