SCML 154 — Customer Service Operations
An introduction to customer service operations and to the key elements of customer service that are necessary to ensure high levels of customer satisfaction. Key elements include: the customer order process, reverse logistics, characteristics of good customer service, customer relationship management (CRM), customer life cycle (CLC), service performance metrics, supplier management inventory, order management, delivery and tracking and approaches to addressing challenging customer situations that inhibit satisfaction. Covers the fundamentals of finish goods movements from the point of production to the receipt by the customer; includes transportation, warehousing, inventory deployment and physical distribution. Writing assignments, as appropriate to the discipline, are part of the course.
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