Overview

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Optimize customer service delivery by applying operational frameworks, policy controls, and data-driven decision-making. In this course, you will manage ticket routing, analyze SLA performance, evaluate vendor selection decisions, and ensure return and refund compliance. You will learn to build decision matrices, assess post-launch bot performance, audit documentation accuracy, and implement structured queue management strategies. Using CRM systems and service metrics, you will identify operational gaps and design improvement plans that balance efficiency, compliance, and customer satisfaction. Through applied labs and a service optimization project, you will interpret performance indicators and justify operational decisions within realistic business constraints. By the end of this course, you will be able to streamline service workflows and support consistent, policy-aligned service delivery.

Syllabus

Vendor Selection Using Decision Matrices

This module explores decision-making frameworks to aid in selecting appropriate technology vendors.

Reviewing and Updating Decisions

Focuses on continual assessment of vendor effectiveness and decision matrix evaluations.

Effective Queue Management

Provides techniques for optimizing queue management and enhancing service delivery standards.

Evaluating SLA Efficiency

Focuses on reviewing SLA performance to ensure compliance and improve service responses.

Implementing Return Policies

Provides strategies for creating and managing return policies in alignment with service standards.

Ensuring Policy Compliance

Emphasizes techniques for validating policy adherence and maintaining comprehensive documentation.

Mastering Data Entry Accuracy

Details best practices for achieving high levels of accuracy in data entry, crucial for service efficiency.

Peer Checking for Data Accuracy

Offers instructional methods for systematic peer checking to ensure data quality.

Processing Refund Decisions

Highlights processes and considerations for making consistent, fair refund decisions.

Auditing Refund Decisions

Focuses on auditing refund processes to ensure compliance and internal consistency.

Project: Service Operations

Provides a capstone project that integrates the course's service operations skills across vendor selection, queue and SLA management, policy compliance, data accuracy, and refund auditing.