Job Description (JD)
| Nama Program | Pentadbiran Operasi Loji Dobi Penjagaan Kesihatan [HT-054-4:2016] |
|---|---|
| Kod CU | HT-054-4:2016-C06 |
| Competency | Core |
| Tajuk CU | CUSTOMER RELATION MANAGEMENT |
| Penerangan CU | Customer Relation Management (CRM) is a work process of managing client’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 Standard Operating Procedures (SOP) and policies. Competent personnel shall be able to assess customer relation management requirements, handle customer specials request, manage customer complaints / feedback and evaluate customer service effectiveness. Efficiency in Customer Relation Management (CRM) may deliver market-leading products and services, view the breakdown and see where the feedback is coming from, becomes proactive to build customer loyalty and advocacy, can quickly identify and respond to negative issues impacting the brand. |
| Tempoh Latihan | 60 |
| Objektif Pembelajaran | The person who is competent in this competency unit shall be able to respond to any feedback received, become proactive in building customer loyalty and identify and respond to negative issues impacting the brand. Upon completion of this competency unit, trainees will be able to:- • Assess customer relation management requirements • Handle customer special request • Manage customer complaints / feedback • Evaluate customer service effectiveness |
| Pra-Syarat | 0 |