Job Description (JD)
| Nama Program | Pentadbiran Pemasaran Pusat Beli-Belah [M701-001-4:2019] |
|---|---|
| Kod CU | M701-001-4:2019-C03 |
| Competency | Core |
| Tajuk CU | MALL CUSTOMER RELATIONS ADMINISTRATION |
| Penerangan CU | Mall Customer Relations Administration describes the competency in administering mall customer relationship to enhance customer experience in facing today business challenges as specified by the mall management. It includes the totality of what organization does to add value to its products and services in the eyes of the customer. Customer relations has become a long term stamina factor in today business thus the competency in generating the stamina has becoming important to the business. A competent person in this competency unit shall be able to perform crisis communication administration, administer customer complaint handling, administer special needs facilities, protocol administration and administer concierge services. The outcome of this competency unit is good image of the mall at all-time secured. Since crisis emergence is unpredictable in dealing with public, with competent personnel, the mall may be seen responsible, sensitive, smart and responsive to public safety and complaints. This strengthen mall customer relations which place the mall closer to the customer. The reduced number of unresolved public complaint is another measure of competent personnel in this competency unit. |
| Tempoh Latihan | 200 |
| Objektif Pembelajaran | The learning outcome of this competency unit is participant enable to ensure good mall image as specified be maintained at all time and the mall are seen responsible, sensitive, smart and responsive to public safety and complaints. The number of unresolved public complaint recorded within specified limit. The mall continuously closer to the customer and customer relations strengthened in accordance with organization requirement. Upon completion of this competency unit, trainees shall be able to: 1. Perform crisis communication administration. 2. Administer customer complaint handling. 3. Administer special needs facilities. 4. Protocol administration. 5. Administer concierge services. |
| Pra-Syarat | Not Available |