Job Description (JD)
| Nama Program | Pentadbiran Operasi & Kawalan Kereta Api [TP-710-4:2016] |
|---|---|
| Kod CU | TP-710-4:2016-C02 |
| Competency | Core |
| Tajuk CU | CUSTOMER SERVICE MANAGEMENT |
| Penerangan CU | Rail operations s customer service management is a work process of managing customer’s needs, inquiries and feedback. Retention and loyalty of customer depend heavily on customer service functions especially at station. Therefore, monitoring customer service is important in order to ensure excellent delivery of customer service in accordance with company’s SOP and policy. The person who is competent in this CU shall be able to assess customer service requirements, handle customer needs, facilitate customer complaint & feedback and evaluate customer service effectiveness according to company policy and customer service quality standard. The outcome of this competency is to enable trainee to manage customer service professionally |
| Tempoh Latihan | 120 |
| Objektif Pembelajaran | The outcome of this competency is to enable trainee to manage customer service professionally. Upon completion of this competency unit, trainees will be able to:- • Assess customer service requirements • Handle customer needs • Facilitate customer complaint and feedback • Evaluate customer service effectiveness |
| Pra-Syarat | 0 |