Job Description (JD)
| Nama Program | Pentadbiran Perundingan Pelancongan [HT-101-4:2014] |
|---|---|
| Kod CU | HT-101-4:2014-C03 |
| Competency | Core |
| Tajuk CU | CUSTOMER SERVICE MANAGEMENT |
| Penerangan CU | 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. 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 evaluate internal and external customer needs, handle customer needs, manage customer complaint and feedback, and record customer service activities. The outcome of this competency is to enable trainee to manage & handle customer service professionally as to ensure customer’s high level of satisfaction in accordance with company’s set goal of customer service. |
| Tempoh Latihan | 120 |
| Objektif Pembelajaran | The outcome of this competency is to enable trainee to manage & handle customer service professionally as to ensure customer’s high level of satisfaction in accordance with company’s set goal of customer service. Upon completion of this competency unit, trainees will be able to:- • Analyse internal and external customer needs • Handle customer needs • Manage customer complaint and feedback • Record customer service activities |
| Pra-Syarat | 0 |