Sfm presentation pm maizan
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Transcript of Sfm presentation pm maizan
SUPPORT SERVICE in FM : CUSTOMER SERVICE AYU PRIMASARI ANDINI, HILMI RAZAK, IVAN MOHARYA KASIM, LI CONG, MD ZAFRAN NASRUDIN, MUHAMMAD ALHAM ISHARI, MOHD ROSZAIMY MUSA
CUSTOMER SERVICE
CUSTOMER SERVICE IS TO PROVIDE PEOPLE WITH A POSITIVE, HELPFUL EXPERIENCE BEFORE, DURING
AND AFTER BUYING SOMETHING.
IT ALSO CAN REFERE TO A DEPARTMENT WITHIN A COMPANY THAT FOCUSES ON THIS PROCESSES.
WHAT ARE CUSTOMER NEEDS? depending on
over the product or service (core)
and beyond that (non-‐core)
Customer ExpectaUon meets or exceed
Customer SaUsfacUon
WHAT ARE THE ISSUES ?
COMPETENCY LEVEL
AWARENESS
COMMUNICATION
COORDINATION UNSTRUCTURED / UNCLEARED SOP
RESPOND TIME