Georgia Tech Professional Education

Customer Service Operations – Supply Chain Fundamentals

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About the course

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.

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
  • 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

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.

Course Content

THE ORDER PROCESS

RETURNS AND REVERSE LOGISTICS

CUSTOMER RELATIONSHIP MANAGEMENT

CHALLENGING CUSTOMERS

COMMUNICATION IN CUSTOMER SERVICE

LEGAL AND REGULATORY CONCERNS

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.

Trust the experts

Tim Brown

Mr. Brown has over 30 years of experience in supply chain management operations and services as an operations manager, consultant, educator, and executive recruiter. Tim was appointed as Managing Director in the Georgia Tech Supply Chain & Logistics Institute (SCL). SCL is a unit of Georgia ...

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