Job Description (JD)
| Nama Program | Khidmat Sokongan Operasi Pengalaman Pelanggan [M702-001-2:2019] |
|---|---|
| Kod CU | M702-001-2:2019-C03 |
| Competency | Core |
| Tajuk CU | CUSTOMER FEEDBACK HANDLING |
| Penerangan CU | Customer Feedback Handling describes the competency in handling comments and complaints coming directly from customer to the company in order to optimize customer satisfaction which are treated as an opportunity for business improvement. Customer comments and complaints are an important resource for improving and addressing the needs and wants of customers. Therefore, this competency is important. A competent person in this competency unit shall be able to examine customer feedback handling requirement, prepare customer feedback handling, implement customer positive feedback handling, implement customer negative feedback handling and compile customer feedback document & record. The outcome of this competency unit is to continuously improve positive customer experience 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 continuously improve positive customer experience 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. Examine customer feedback handling requirement 2. Prepare customer feedback handling 3. Implement customer positive feedback handling 4. Implement customer negative feedback handling 5. Compile customer feedback document & record |
| Pra-Syarat | Not Applicable |