Successful organisations continually Satisfy Customers, Increase Customer Base, Prevent Brand Switching, Address and Solve Problems and Delight their customers. Leaders of these successful organisations are proficient at developing and implementing targeted and customer-centric strategies. These leaders understand their company’s vision, mission and values. They are aware of internal and external conditions and possess skills to utilize these conditions to continually enhance customer experience and satisfaction.
This program is designed to instil a Customer Service Mindset and Culture in order to empower the company’s Service Delivery Efforts. Together, we develop effective customer service strategies individually as departments for the ultimate goal of supporting the organisation’s service vision to achieve Customer Delight. Hence, productivity and profits are realized through Strategic Service Delivery Management.
Successful Customer-Centric Business Strategies
Positive Public Interest
Better Employee Morale
Higher Profits through Existing Customers
Increased Responsibility taken by employees
Enjoy savings through improved process efficiency
Reduced Risk of Business Failures
Enhanced Customer Experience
Influx of New Customers
Embedding Customer Centricity in the Company Culture
Vision & Strategy Alignment
Components of a Service Culture
Building the mindset for service culture
Developing capabilities to support the strategy
Developing a customer service mindset
Self - diagnosis
Service Dimensions All Customers Care About
Exercise: Are we proving those dimensions?
Exercise: What needs to be done?
Strategy step 1
Understanding our customers through data collection
Conducting Customer Satisfaction Survey
Developing survey questions
Collecting and analysing data
Impact and importance of CSI & NPS
Developing strategy based on survey data results
Exercise: Data collection, calculation, CSI determination, Developing Strategy Statements
Strategy step 2
SWOT analysis for strategy improvement
Exercise: Conducting SWOT analysis to identify your company’s service strengths, weaknesses, opportunities and threats. Developing strategy through creating relationships between internal and external factors that influence service
Strategy step 3
Improving service related processes
Exercise: Mapping individual “AS IS” service processes to find gaps
Exercise: Developing “TO BE” service process maps for improved service and to resolve customer difficulties and complaints
Strategy step 4
Service goal setting & Action Planning
Critical success factors
Exercise: Service goal setting and strategy action planning
Strategy step 5
Monitor and evaluate progress
How to measure service quality
Customer Service data and KPI’s explained
Service levels best practices
Setting customer service KPI’s for front-liners
This programme employs adult learning techniques which include fun active learning strategies to facilitate understanding and retention. Participants will spend 80% of the time in individual or group activities which allow them to learn, develop and practice. A workbook is used to facilitate the programme.
Structured Experiential Learning Exercises, Super Learning Environment, Role Plays, Games & Simulation & Performance Coaching, Team Presentations.
Shahrukh Moghal is a Certified Trainer by PSMB Pembangunan Sumber Manusia Berhad - Certificate # EMP / 1654. He has over 15 years of experience in call centre training and training coordination. He conducts Certified Contact Centre Professional program subsidised by HRDF under its Graduates ENhancEment pRogrAmme for Employability (GENERATE) scheme for fresh graduates. The experiences that he has injected into his customer contact training and consultancy date back to 1990 when he began his career as a sales and service agent in the United States. Subsequently, he moved up the ranks of agent to team leader to internal trainer over a period of 6 years. Since then, he has been actively involved with developing agent and team leader skills within sales and service teams in a multitude of industries including Media, Banking, Insurance, Telecommunications, Manufacturing, BPO companies, Pharmaceutical Sales Companies, Software Developers and more. This experience as a Call Centre and face to face service and sales trainer and project coordinator has been instrumental in the development of his understanding of front-line staff and team leader psychology, what drives each position and how skills are developed in each area.
Shahrukh is the man behind The PLEASE!™ andLEAP!™ Workshops which train front-liners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize and Articulate. The PLEASE!™ Workshops are suitable for any executive who interacts with customers regularly. The LEAP!™ Workshops are suitable for professionals such as Doctors, Lawyers, School Teachers, University Lecturers and more in their quest to engage their patients, clients, students etc. during the communication process.His training sessions are filled with an air of positivity and motivation for the participants. His training style revolves around Concepts, Application, Reflection and most of all FUN!! Shahrukh is the man behind The PLEASE!™ Workshops which train frontliners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize and Articulate. The PLEASE!™ Workshops are suitable for any executive who interacts with customers regularly. Especially in Contact centre customer service, Face to face customer service, Telesales and Debt collection through phone. Shahrukh’s youtube channel including frontliner skills development modules is as follows: https://www.youtube.com/user/shahtrainer/videosTo view TESTIMONIALS given by clients, please click here: http://www.contactskills.com/testimonials.html
Mr. Shahrukh is simply an amazing trainer. Dynamic, Energetic, Fun filled and knowledgable of his subject matter in Customer Service training. I won't forget this training!! January 2016.
Vin Kaur - Senior Customer Service Advisor
I am amazed at how Mr. Shahrukh uses his presentation to lure participants’ attention. Thus we feel more interested in learning and improving both current and new knowledge in dealing with public.
Nurul Rasdin bin Mohamad Zahari – Air Asia Ground Services
Meaningful and lively. My pleasure to observe and glad my team attended. Our Life Insurance sales increased according to statistics after one month of training. I will contact you again for our new intake. January 2015.
Adam Chow – Head of Telemarketing
Good instructor. Understood what he delivered and good communication skills.
Mohd Rozlan Aziz – Harvey Norman
The way he gave talk is so interesting. It makes me feel excited to know more about it. Everything that he said and gave an example of was relevant to my objective. His overall comedic style of training delivery is interesting and unique. I definitely want to learn more from him. July 2016.
Nadia Syuhada – Deliver Travel
Mr. Shahrukh is an experienced instructor due to his past career. Hence, making him the most suitable person to present this subject matter. July 2016.
Mohd Dzulhilmi Hamzah – Deliver Travel
As a training provider, I look no further than Shahrukh to conduct Telesales training for my clients. I recommend him with confidence and my clients’ positive feedback for his training is no surprise. We have confirmed Shahrukh for upcoming sessions in July and August 2016 for 2 separate clients. One of them is a repeat client with a new team for Shahrukh to train. June 2016
Sue Boey - Director
Honda's training relationship with Mr. Shahrukh began almost 8 years ago and is still on going. He has trained our call centre, our Dealership owners and managers on Customer Service Mindset. We will not hesitate to invite him again when the need arises for his expertise in the coming months.
Training Department - Honda Malaysia
This is just what my team needed. These are corporate sales pros and getting them to stay in one room for 2 days is a feat. Shahrukh’s has a certain dynamism about him that keeps us interested through out the training. I enjoyed the pipeline module the most. It helps prioritize my client list.
Mr. Jeffrey Teoh Nee Tiek Vice President, Enterprise Banking
Shahrukh trained my Telemarketing team in Maybank a few years ago. I was impressed with the results (increased sales of credit cards and insurance policies). I moved to Sunlife Insurance as Head of Customer Service Call Centre. Naturally I invited him to train my insurance call centre. Service has improved and staff feels motivated. March 2015.
Fidya Salleh – Head of Customer Service Call Centre
Shahrukh is a down-to-earth and very lively trainer who has a natural ability to connect with the participants – he makes learning fun! For the 4 programs he conducted for us, he received an overall rating of 4.76 (out of 5) which is a City-Link record for any trainer before Shahrukh. Shahrukh’s passion for the subject matter is a plus, because he constantly refined his program to improve participants’ learning experiences. We appreciate Shahrukh’s commitment in tailoring his program to meet our organisational needs and environment. Serious improvement is our overall call centre performance index. THANKS SHAHRUKH MOGHAL!! June 2014.
Elaine Lim Yi Foong – Manager – Training & Development
Lively, interesting and professional. Got full attention of the participants throughout the 2 days of training. Smooth flow of the training and relevant to my job and also can apply to my personal life. July 2016.
Peggy Wong - Porex Customer Service
The individuals who provided these testimonials were employed in their respective organisation at the time of Shahrukh Moghal's training. There is no guarantee that they will all be still working in the same organisations.
I was trained by Mr. Shahrukh in 2007 as a call centre customer service agent for Honda Malaysia. His training modules stayed with me. I invited Shahrukh to train my contact centre team in Mitsubishi also and definitely am glad that I did.
Puan Sa'ada - Customer Service Manager at Mitsubishi Motors Malaysia
I am very impressed with this young man’s training. He makes sure my people grasp what he teaches. Loaded with activities and simulations. No time to get bored. Very good trainer.
En. Mahat – Head of Advertising Lead Generation
Shahrukh has trained over 200 of our outbound telesales executives. He taught various teams consisiting of Maybank’s Insurance products telesales and Maybank Petronas American Express Card telesales. After his training, my team demonstrated positivity, motivation, higher level of skills, fearless objection handling and closing skills. Our sales showed a marked increase in subsequent monthly sales reports. November 2010.
Fidya Saleh – Head of Telesales
As Head of Customer Service Training, I have seen many call centre training programs. However, Shahrukh offers a unique and dynamic experience in his 2 days. The participants stayed interested in each of his modules and I am confident that they will take back a whole lot of techniques that will help increase our call centre productivity and revenue. November 2014.
Daniel – Head of Customer Service Training - Maxis Academy
Mutiara Smart Computing Sdn. Bhd. (Subsidiary of Mimos Berhad)
Shahrukh has demonstrated his experience in the subject matter during the training for our staff. He ensures that the participants understand and are able to apply the new learning. Our staff has improved on their communication skills, telephone etiquette, understanding customer behaviours, identifying real customer needs to recommend suitable products and services. Very good program and great trainer personality. June 2014.
Nurzi Hanum Binti Mohd Zaizi – Human Resource Department