Job Description (JD)
| Nama Program | PENTADBIRAN OPERASI PENGANGKUTAN DARAT [TP-330-4:2014] |
|---|---|
| Kod CU | TP-330-4:2014-C05 |
| Competency | Core |
| Tajuk CU | CUSTOMER SERVICE MANAGEMENT |
| Penerangan CU | Land Transportation Operations Customer Service Management 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. The person who is competent in this CU shall be able to identify internal and external customer needs, handle customer needs, manage customer complaint, evaluate internal / external customer feedback and record customer service activities. The outcome of this competency is to enable trainee to manage & handle customer service professionally as to ensure customer’s high level of satisfaction in accordance with company’s set goal of customer service. |
| Tempoh Latihan | 168 |
| Objektif Pembelajaran | The outcome of this competency is to enable trainee to manage & handle customer service professionally as to ensure customer’s high level of satisfaction in accordance with company’s set goal of customer service. Upon completion of this competency unit, trainees will be able to:- 1. Assess internal and external customer needs 2. Coordinate market intelligence 3. Manage customer needs 4. Manage customer complaint 5. Record customer service activities |
| Pra-Syarat | 0 |