Job Description (JD)
| Nama Program | Operasi Penghantaran [FB-011-4:2013] |
|---|---|
| Kod CU | FB-011-4:2013-C04 |
| Competency | Core |
| Tajuk CU | FORWARDING CUSTOMER SERVICE MANAGEMENT |
| Penerangan CU | The forwarding customer service management is the competency in confirming, computing, proposing, promoting, receiving, and managing customer satisfaction. Customer service is the provision of service to customers before, during and after a particular transaction. Customer service plays an important role in an organisation's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organisation. The person who is competent in this CU shall be able to confirm forwarding customer needs, compute forwarding charges, propose quotation to customer, promote existing forwarding service, receive and manage customer complaints. The outcome of this competency is to achieve customer which will ensure customer loyalty and sales growth. |
| Tempoh Latihan | 260 |
| Objektif Pembelajaran | The person who is competent in this CU shall be able to achieve customer satisfaction which will ensure customer loyalty and sales growth. Upon completion of this competency unit, trainees will be able to:- • Confirm forwarding customer needs • Compute forwarding charges • Propose quotation to customer • Promote existing forwarding service • Receive customer complaints • Manage customer complaints |
| Pra-Syarat | 0 |