Job Description (JD)
| Nama Program | Pengurusan Servis Selepas Jualan – Kenderaan Bermotor [G452-002-5:2017] |
|---|---|
| Kod CU | G452-002-5:2017-C05 |
| Competency | Core |
| Tajuk CU | QUALITY CUSTOMER SERVICE DEVELOPMENT |
| Penerangan CU | Quality Customer Service Implementation is a set of skill for taking care of the customers needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customers’ requirements are met. Customer service is meeting the needs and desires of any customer. The person who is competent in the quality customer service development shall be able to analyse company customer service charter, develop company customer service charter, monitor customer feedback, resolve customers major feedback and plan customer outreach program in accordance with the company policies, SOP & requirements. competency is the ability to ensure that customer complaints are well managed, customer needs are managed in a good and proper way, customer outreach program is well organised, and the continuity of good customer relations can be maintained. |
| Tempoh Latihan | 242 |
| Objektif Pembelajaran | The person who is competent in this competency unit shall be to ensure that customer complaints are well managed, customer needs are managed in a good and proper way, customer outreach program is organised well, and the continuity of good customer relations can be maintained. Trainees will be able to:- 1. Analyse Company Customer Service Charter 2. Develop Company Customer Service Charter 3. Monitor Customer Feedback 4. Resolve Customers Major Feedback 5. Plan Customer Outreach Program |
| Pra-Syarat | The minimum entry qualification is the candidates must have level 4 Malaysian Skill Certificates in After Sales Service Operation. The candidate must be able to read, write, calculate and have interest in vehicle maintenance & service. |