CS Regional Meeting (PM)

Below are the examples for After Sales Complaints (EXCEPT)?

• Technical Problem

• Warranty Claim

• Spare Parts

• Late Delivery (New Vehicle)

I should update case in PCMANS within...?

• 1 working day

• 2 working days

• 3 working days

• 4 working days

What is the PCMANS utilization for 2023?

• 80%

• 85%

• 90%

• 95%

For CS Survey, what will be the percentage of customers that will receive link via SMS?

• 50%

• 60%

• 70%

• 80%

For CS Survey, what will be the percentage of customers that will receive link via WhatsApp?

• 10%

• 20%

• 30%

• 40%

Below are the criteria for customers that will receive CS Survey (Except)?

• Individual customer

• PDPA A & B

• Valid Mobile Number

• Valid House Phone Number

• Malaysian Number

What are the short code for SMS Blast (CS Survey)?

• 68886/63998

• 62003/60123

• 66655/66442

• 61234/65678

Grading Method for CS Audit 2023 consists of:

1. 50% Self Assessment by CS Personnel via Google Form

2. 50% CS Survey Result of current year  (defined period)

• Yes

• No

What are the new scopes for CS Audit 2023 (Except)

• Hospitality

• CS Knowledge

• Service Quality

• Affordability

Below are the objectives of Voice of Kaizen (Except)

• To get direct response from front liners

• To improve overall customer experience

• To increase overall employee’s engagement & satisfaction

• To get KFC e -voucher