Syllabus Information |
Fall 2024
Jan 30, 2025 |
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| LOG 3500P - LEAP-Customer Serv Ops |
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Associated Term:
Fall 2024
Learning Objectives: Define supply chain management; Explain how supply chains should support organizations’ strategic goals; Recall the supply chain frameworks that integrate supply chain and financial goals; 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. Required Materials: Computer with speakers to access online content. Technical Requirements: Access to online course content and optional reading materials for 6 months from date of registration. |
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