Job Description (JD)
| Nama Program | Pengurusan Operasi Terminal Pengangkutan Awam [IL-010-4:2012] |
|---|---|
| Kod CU | IL-010-4:2012-C04 |
| Competency | Core |
| Tajuk CU | TERMINAL CUSTOMER SERVICE MANAGEMENT |
| Penerangan CU | Customer service management is the terminal ground handling of service. It is the service chartered of the terminal operation to apply service optimization abilities to render and administers staff practices relate the terminal services for the clients. The person who is competent in customer service management shall be able to analyze customer service work ethics, provide customer service corrective measures, lead customer service improvement activities, evaluate customer services performance and manage customer services management documentation. The outcome of this competency is to administer terminal operation customer services in effectively and appropriately meeting service industry requirements. |
| Tempoh Latihan | 270 |
| Objektif Pembelajaran | The person who is competent in this CU shall be able to manage the service chartered of the terminal operation to drive a culture of excellence around customer service and communication from the perspective of passengers, fleet and terminal businesses. It is to ensure and manage different categories of customers and service the consumers to meet their respective needs within terminal organization which including the functional roles to optimization abilities to render and administers staff practices relate the terminal services for the clients Upon completion of this competency unit, trainees will be able to: Analyze customer service work ethics Provide customer service corrective measures Lead customer service improvement activities Evaluate customer service performance Manage customer service documentation |
| Pra-Syarat | 0 |