Job Description (JD)
| Nama Program | JAMINAN KUALITI INDUSTRI [M712-014-5:2024] |
|---|---|
| Kod CU | M712-014-5:2024-C04 |
| Competency | Core |
| Tajuk CU | Manage customer satisfaction feedback. |
| Penerangan CU | Manage customer satisfaction feedback describes competency to effectively collect, analyse, and respond to customer feedback / customer complaint in a way that improves overall customer satisfaction and strengthens the organization's relationship with its customers. The person who is competent in this CU should be able to organize customer feedback data, plan customer feedback rectification method, organise customer satisfaction survey, analyse customer needs and expectation and propose customer feedback action plan. The outcome of this CU is improved customer satisfaction, loyalty, and overall business success. Implementing changes based on customer’s feedback leads to the refinement of products and services to better align with customer preferences and expectations. |
| Tempoh Latihan | 160 |
| Objektif Pembelajaran | The learning objective of this competency are to enable the trainees to manage (collect, analyse, and respond) to customer feedback / customer complaint in a way that improves overall customer satisfaction and strengthens the organization's relationship with its customers. Upon completion of this competency unit, trainees should be able to: 1. Organize customer feedback data. 2. Plan customer feedback rectification method. 3. Organise customer satisfaction survey. 4. Analyse customer needs and expectation. 5. Propose customer feedback action plan. |
| Pra-Syarat | - |