Job Description (JD)
| Nama Program | Khidmat Sokongan Operasi Pengalaman Pelanggan [M702-001-2:2019] |
|---|---|
| Kod CU | M702-001-2:2019-C05 |
| Competency | Core |
| Tajuk CU | FRONTLINE SERVICE ACTIVITIES |
| Penerangan CU | Front line Service Activities describes the competency in serving customers from the first contact on the day to generate high self-value feeling and hassle free customer journey that develops strong customer relationships in supporting the achievement of organization objectives. Commencing customer journey with high self-value feeling and hassle free experience have become a key factor in creating a strong customer experience and this formed high customer loyalty for a long term business success. The competency in front line Service Activities is important to be applied by front line 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 implement receptions service activities, implement customer service counter functions, implement customer special needs program, implement customer value added services and implement customer relationship activities. The outcome of this competency unit is to maintain targeted group customer in an active customer list while attracting new prospects and optimizing customer satisfaction at an effective cost in accordance with organizational requirement. |
| Tempoh Latihan | 250 |
| Objektif Pembelajaran | The outcome of this competency unit is to 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. Implement receptions service activities 2. Implement customer service counter functions 3. Implement customer special needs program 4. Implement customer value added services 5. Implement customer relationship activities |
| Pra-Syarat | Not Applicable |