Job Description (JD)
| Nama Program | Penyeliaan Operasi Pengalaman Pelanggan [M702-001-3:2019] |
|---|---|
| Kod CU | M702-001-3:2019-C05 |
| Competency | Core |
| Tajuk CU | FRONTLINE SERVICE ACTIVITIES COORDINATION |
| Penerangan CU | Frontline Service Activities Coordination describes the competency in supervising serving of customers activities from the first contact on the day to generate high self-value feeling and hassle free customer journey that develop strong customer relationships in supporting the achievement of organization objective. Commencing customer journey with high self-value feeling and hassle free became a key factor in creating a strong customer experience and this formed high customer loyalty for a long term business success. The competency in frontline Service Activities is important to be applied by frontline employees in their daily dealing. This will contribute significantly toward the achievement of organizational objective. A competent person in this competency unit shall be able to monitor receptions service activities, monitor customer service counter functions, monitor customer special needs program implementation, monitor customer value added program implementation and monitor customer relationship activities implementation. The outcome of this competency unit is to efficiently and effectively maintain targeted group customer in an active customer list while attracting new prospects and optimising customer satisfaction at an effective cost in accordance with organizational requirement |
| Tempoh Latihan | 220 |
| Objektif Pembelajaran | The outcome of this competency unit is to efficiently and effectively maintain targeted group customer in an active customer list while attracting new prospects and optimising customer satisfaction at an effective cost in accordance with organizational requirement. Upon completion of this competency unit, trainees shall be able to: 1. Monitor receptions service activities 2. Monitor customer service counter functions 3. Monitor customer special needs program implementation 4. Monitor customer value added program implementation 5. Monitor customer relationship activities implementation |
| Pra-Syarat | Not Applicable |