Customer service operations is woven into every aspect of the supply chain; therefore, customer satisfaction and customer retention are of paramount importance for every company. When properly implemented, customer service can be an enabling process and strategy to create customer satisfaction which, in turn, creates pleased and loyal customers. Maintaining these relationships is key for continued sales and repeat business. To provide customer satisfaction at every level, customer service should be embedded in the culture of the organization and needs to be the responsibility of every employee.
This certification track discusses the basics of customer service; sound communications; advice for dealing with challenging customers; the customer order and return processes (reverse logistics); jobs in customer service; and legal concerns.