Job Description (JD)
| Nama Program | Penyeliaan Operasi Pengalaman Pelanggan [M702-001-3:2019] |
|---|---|
| Kod CU | M702-001-3:2019-C03 |
| Competency | Core |
| Tajuk CU | CUSTOMER FEEDBACK HANDLING COORDINATION |
| Penerangan CU | Customer Feedback Handling Coordination describes the competency in supervising comments and complaints handling coming directly from customer to the company to optimise customer satisfaction which are treated as an opportunity for business improvement. Customer comments and complaints given to a company are an important resource for improving and addressing the needs and wants of the customer. Therefore, this competency is important. A competent person in this competency unit shall be able to perform customer feedback handling activities, perform customer feedback handling preparation inspection, monitor customer positive feedback handling, monitor customer negative feedback handling and prepare customer feedback report. The outcome of this competency unit is to efficiently and effectively improve positive customer experience in continuous manner through an effective customer feedback practice and wisely response to customer generated issues in accordance with organization requirement. |
| Tempoh Latihan | 220 |
| Objektif Pembelajaran | The outcome of this competency unit is to efficiently and effectively improve positive customer experience in continuous manner through an effective customer feedback practice and wisely response to customer generated issues in accordance with organization requirement. Upon completion of this competency unit, trainees shall be able to: 1. Perform customer feedback handling activities 2. Perform customer feedback handling preparation inspection 3. Monitor customer positive feedback handling 4. Monitor customer negative feedback handling 5. Prepare customer feedback report |
| Pra-Syarat | Not Applicable |