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COMMUNICATIONS SKILLS,

USM, PENANG
TH
5 MAY 2019
WHAT IS COMMUNICATION
TRAINING OBJECTIVES
1. Define and understand TNB direction.
2. To provide trainees with basic understanding
of the different sets of knowledge and skills
about Customer Service and the BRSM
3. The Critical Role of calling customers as per
the approved process of script provided by
TNB
KEY PERFORMANCE INDICATOR
1. COMPLIANCE CRITICAL
2. BUSINESS CRITICAL
3. END USER CRITICAAL
4. NON CRITICAL AREAS
TRAINING MODULES
1. Introduction to TNB and TNB Careline
2. Work Place Safety
3. Compliance
4. Personal Data Protection Act 2010
5. “Perkhidmatan Pelanggan”
6. BCRM and Debt Management
7. Quality Assurance
8. Workforce and Management Portal
9. Coaching and Monitoring Script
NUMBER OF BATCH OF DEBT
MANAGEMENT OFFICERS (DMO) AND
ON THE JOB TRAINING
BATCH DMO BATCH DMO