Job Description (JD)
| Nama Program | Operasi Peruncitan (Bahagian) [DT-010-4:2014] |
|---|---|
| Kod CU | DT-010-4:2014-C02 |
| Competency | Core |
| Tajuk CU | CUSTOMER RELATION MANAGEMENT (CRM) |
| Penerangan CU | Customer Relation Management (CRM) is a work process of managing customer’s needs, enquiries and feedback. Retention and loyalty of customer depend heavily on customer service functions. Therefore, monitoring customer service is important in order to ensure excellent delivery of customer service in accordance with company’s SOP and policy. Competent personal shall be able to monitor customer service operations, handle customer request, manage customer complaints and evaluate customer care effectiveness. Efficiency in managing Customer Relation Management (CRM) will increase customer loyalty and advocacy. |
| Tempoh Latihan | 204 |
| Objektif Pembelajaran | The person who is competent in this competency unit shall be able to increase customer loyalty and advocacy. Upon completion of this competency unit, trainees will be able to:- - Monitor customer service operations - Handle customer request - Manage customer complaints - Evaluate customer care effectiveness |
| Pra-Syarat | - |