Georgia Tech Supply Chain and Logistics Institute

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

None.

Course Fees

The cost of the course is $350. 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 Timing

This course is offered in an online format.

Technical Requirements

Minimum Requirements

Please review https://pe.gatech.edu/technology-requirements 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.

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

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