WorksheetsCS Regional Meeting (PM)
Total questions: 10
Worksheet time: 5mins
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
