Special Note

Enroll in this course at any time, even if the session start date has passed. However, check the register by and session end date listed in the session details to ensure you have enough time to complete the course.

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

Customer Service Operations is a start anytime, self-paced course consisting of 6 Learning Blocks.

  • 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

Our online Supply Chain Fundamentals courses are 100% online, self-paced, start anytime, and are approximately 40 hours of instruction per course. There is a quiz at the end of each learning block that must be passed to move onto the next learning block.

Course Materials

Required: Computer with speakers and internet connectivity to access online content

Provided: Access to online course content and optional reading materials

Course Fee

Standard Fee: $350.00

Please note the course Access Period (start and end dates) noted within the Georgia Tech Professional Education website where registration takes place. Access to the course ends on the noted date and cannot be extended. For example, if you enrolled today, completed half of the course content, quizzes, etc. and do not complete by the end date – you would lose your progress and, unfortunately, have to re-enroll and start over.