Welcome to our Customer Service Training page:
SHARPEN YOUR SKILLS
Lean and apply proven customer care techniques, behaviour and attitude. Get customers to like you and form postive impressions of you and your organisation
IMPROVE CUSTOMER EXPERIENCE
Deliver and Manage service better
Understand that good service is good selling
Make them feel comfortable around us, while doing business with us.
ENJOY CUSTOMER LOYALTY
People are under enough stress in today’s world. If we want to win their heart and business, we should be the ones who take their stress away. Make them want to come back.
Request for proposal
Lean and apply proven customer care techniques, behaviour and attitude. Get customers to like you and form postive impressions of you and your organisation
IMPROVE CUSTOMER EXPERIENCE
Deliver and Manage service better
Understand that good service is good selling
Make them feel comfortable around us, while doing business with us.
ENJOY CUSTOMER LOYALTY
People are under enough stress in today’s world. If we want to win their heart and business, we should be the ones who take their stress away. Make them want to come back.
Request for proposal
Service is an intangible experience, and a crucial aspect of survival for any enterprise seeking to grow in competitive markets. Telephone Communication is central to any organization’s development, as it is often the only thing that distinguishes one business from another. People are under enough stress in today’s world. If we want to win their heart and business, we should be the ones who take their stress away. Make them feel comfortable around us, while doing business with us. Make them want to come back. A good way to do that is by focusing on using positive language in customer service. Words have that power. They can help you create a long, trustful relationship with customers.
This 100% activity-based session is designed to help participants to service and prosper through a service driven culture. Each activity allows for a thorough examination of performance and formulation of meaningful strategies to create a true culture of service. The 4 main ingredients used in this program are Involvement, Interaction, Personal Reflection and Fun!
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This 100% activity-based session is designed to help participants to service and prosper through a service driven culture. Each activity allows for a thorough examination of performance and formulation of meaningful strategies to create a true culture of service. The 4 main ingredients used in this program are Involvement, Interaction, Personal Reflection and Fun!
Request for proposal
Deliver and Manage service better
Understand that good service is good selling
Structure calls and other forms of customer contact more effectively
Improve questioning and listening skills
Using the Customer Centric Approach, identify customer’s real issues and match with appropriate solutions
Build better relationships with customers using empathy – a customer-centricity tool
Recognize each customer’s unique emotional trigger and tailor dialogue accordingly
Write effective and impressive emails
Enhance Customer Experience
Request for proposal
Understand that good service is good selling
Structure calls and other forms of customer contact more effectively
Improve questioning and listening skills
Using the Customer Centric Approach, identify customer’s real issues and match with appropriate solutions
Build better relationships with customers using empathy – a customer-centricity tool
Recognize each customer’s unique emotional trigger and tailor dialogue accordingly
Write effective and impressive emails
Enhance Customer Experience
Request for proposal
Key elements of a WORLD CLASS Customer Experience excellence
Attitude
Skills
Knowledge
Behaviour
Group presentation
Empathy – Putting Emotional Intelligence to work
Understanding customer’s perspective, emotions, wants and needs
Developing your Empathic Customer Experience Statement
Learning to use empathic dialogue to develop trust
Exercise: Developing empathic statements to use according to actual customer issues
Rapport Building Communication Flow in complaint situations
Active Listening
The L.I.S.T process (Acknowledge, probe, solve)
Identifying actual customer complaint scenarios
Exercise: Developing complaint handling dialogue
Role play
Professional / Articulate Speaking
Communicating without body language through phone
Articulate speaking
Mastering and Applying Voice Characteristics
Tone, Pitch, Rate of Speech and Volume
Trainer demo through participant interaction
Request for proposal
Attitude
Skills
Knowledge
Behaviour
Group presentation
Empathy – Putting Emotional Intelligence to work
Understanding customer’s perspective, emotions, wants and needs
Developing your Empathic Customer Experience Statement
Learning to use empathic dialogue to develop trust
Exercise: Developing empathic statements to use according to actual customer issues
Rapport Building Communication Flow in complaint situations
Active Listening
The L.I.S.T process (Acknowledge, probe, solve)
Identifying actual customer complaint scenarios
Exercise: Developing complaint handling dialogue
Role play
Professional / Articulate Speaking
Communicating without body language through phone
Articulate speaking
Mastering and Applying Voice Characteristics
Tone, Pitch, Rate of Speech and Volume
Trainer demo through participant interaction
Request for proposal
Positive body language in complaint situations
Conveying non-verbal impressions
Synchrony vs Dyssemia
Slide presentation – Do’s & don’ts of body language
Developing a customer-centric service mindset
Self - diagnosis
Service Dimensions All Customers Care About
Exercise: Are we fulfilling those dimensions?
Exercise: What needs to be done?
De-fusing angry customers
During this module, we identify and practice the crucial steps in calming and directing an angry or irate customer.
Why do customers get angry?
Managing / filtering our own emotions
Managing the customer’s emotions – A structured approach
Role play sessions on real scenarios
Email Writing Skill & Best Practices
Group exercise – Customizing the trainer’s templates to the client’s business
Request for proposal
Conveying non-verbal impressions
Synchrony vs Dyssemia
Slide presentation – Do’s & don’ts of body language
Developing a customer-centric service mindset
Self - diagnosis
Service Dimensions All Customers Care About
Exercise: Are we fulfilling those dimensions?
Exercise: What needs to be done?
De-fusing angry customers
During this module, we identify and practice the crucial steps in calming and directing an angry or irate customer.
Why do customers get angry?
Managing / filtering our own emotions
Managing the customer’s emotions – A structured approach
Role play sessions on real scenarios
Email Writing Skill & Best Practices
Group exercise – Customizing the trainer’s templates to the client’s business
Request for proposal
Shahrukh Moghal is a Certified Trainer by PSMB Pembangunan Sumber Manusia Berhad Certificate EMP 1654 He has over 20 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 (scheme for fresh graduates Shahrukh is actively involved in developing agent and team leader skills in in the contact centre environment To date, he has helped close to 90 large contact centres upgrade the skills of their telesales, customer service and debt collection agents and team leaders.
Shahrukh is the man behind The PLEASE! ™and LEAP! ™Workshops which train frontliners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize and Articulate Especially in Contact centre customer service, Face to face customer service, Telesales and Debt collection through phone.
His training style revolves around Concepts, Application, Reflection and most of all FUN!! His training sessions are filled with an air of positivity and motivation for the participants.
Shahrukh’s youtube channel including frontliner skills development modules is as follows:
https://www.youtube.com/user/shahtrainer/videos
To view TESTIMONIALS given by clients, please click here:
http://www.contactskills.com/testimonials.html
In depth and detailed profile is available upon request.
Request for proposal
Shahrukh is the man behind The PLEASE! ™and LEAP! ™Workshops which train frontliners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize and Articulate Especially in Contact centre customer service, Face to face customer service, Telesales and Debt collection through phone.
His training style revolves around Concepts, Application, Reflection and most of all FUN!! His training sessions are filled with an air of positivity and motivation for the participants.
Shahrukh’s youtube channel including frontliner skills development modules is as follows:
https://www.youtube.com/user/shahtrainer/videos
To view TESTIMONIALS given by clients, please click here:
http://www.contactskills.com/testimonials.html
In depth and detailed profile is available upon request.
Request for proposal
HSBC Bank Malaysia Berhad – Branch Sales training of financial products
Honda Malaysia Sdn. Bhd. –Call Centre Customer Service
Elken Sdn Bhd–Counter Service - Effective Communication / Customer Service
Google Malaysia –Locus-T –Debt collection through phone , Sales and Live Chat
Zuellig Pharma Call Centre -Customer Service and Team Leader Training
British American Tobacco –Effective Communication and Selling Skills (Kent)
Etiqa Insurance Berhad – Brand Delivery training campaign
CSC Malaysia Berhad BPO Call Centre –Inbound customer service agent and team leader training
Mitsubishi Motors Malaysia –Call centre Customer Service Skills
Mimos Berhad –Mutiara Smart Computing –Call Centre Customer Service Skills
Schenker Logistics –Customer Service Excellence
Lenovo Malaysia –Contact Centre Customer Service (Live chat customer support)
Perodua–Enhancing Customer Experience
DKSH Malaysia –Call centre gent assessment and one to one coaching
Corporate Information Travel –Telephone Techniques & Handling Difficult Callers
HRDF –PSMB Call Centre Customer Care Excellence
Gabungan AQRS Berhad –Communication Skills
Coway Malaysia – Live Chat Customer Support
Marsh Insurance –Call centre customer service skills
BHP Billiton –Customer Service Excellence
Ekovest Berhad Highway Project –Call centre customer service
Korean Airline –Concentrix –De-fusing angry customers for 2nd support level Team Leaders
Wellings Pharmacy Penang –Customer Service in the Retail Environment
MPI Generali –Customer Service Excellence –Level 1 & 2
Khazanah Nasional Berhad –Enhancing Customer Experience
MCIS Insurance Berhad –Call centre customer service training and live chat
Maybank Group Customer Care (MGCC) –Live Chat Customer Support Skills
Kertih Terminals Sdn. Bhd. –Customer Service Strategy training for HODs.
Appraisal Property Management Sdn Bhd –Service Strategy & Culture for HODs
Zameen.com Pakistan –Workshop on Customer Centric Mindset & Culture
Marriott Islamabad Pakistan –Workshop on Customer Interaction Skills
Tenaga Nasional Berhad –Malaysian Power –Customer Centric Mindset & Culture
KPJ Seremban Specialist Hospital –Customer Service Excellence
Fiberail Sdn. Bhd. –Customer Care Excellence
Prudential BSN –Transforming Customer Experience
Tenaga Nasional Berhad –Transforming Customer Experience
Shopee Singapore – Live Chat Customer Support
Honda Malaysia Sdn. Bhd. –Call Centre Customer Service
Elken Sdn Bhd–Counter Service - Effective Communication / Customer Service
Google Malaysia –Locus-T –Debt collection through phone , Sales and Live Chat
Zuellig Pharma Call Centre -Customer Service and Team Leader Training
British American Tobacco –Effective Communication and Selling Skills (Kent)
Etiqa Insurance Berhad – Brand Delivery training campaign
CSC Malaysia Berhad BPO Call Centre –Inbound customer service agent and team leader training
Mitsubishi Motors Malaysia –Call centre Customer Service Skills
Mimos Berhad –Mutiara Smart Computing –Call Centre Customer Service Skills
Schenker Logistics –Customer Service Excellence
Lenovo Malaysia –Contact Centre Customer Service (Live chat customer support)
Perodua–Enhancing Customer Experience
DKSH Malaysia –Call centre gent assessment and one to one coaching
Corporate Information Travel –Telephone Techniques & Handling Difficult Callers
HRDF –PSMB Call Centre Customer Care Excellence
Gabungan AQRS Berhad –Communication Skills
Coway Malaysia – Live Chat Customer Support
Marsh Insurance –Call centre customer service skills
BHP Billiton –Customer Service Excellence
Ekovest Berhad Highway Project –Call centre customer service
Korean Airline –Concentrix –De-fusing angry customers for 2nd support level Team Leaders
Wellings Pharmacy Penang –Customer Service in the Retail Environment
MPI Generali –Customer Service Excellence –Level 1 & 2
Khazanah Nasional Berhad –Enhancing Customer Experience
MCIS Insurance Berhad –Call centre customer service training and live chat
Maybank Group Customer Care (MGCC) –Live Chat Customer Support Skills
Kertih Terminals Sdn. Bhd. –Customer Service Strategy training for HODs.
Appraisal Property Management Sdn Bhd –Service Strategy & Culture for HODs
Zameen.com Pakistan –Workshop on Customer Centric Mindset & Culture
Marriott Islamabad Pakistan –Workshop on Customer Interaction Skills
Tenaga Nasional Berhad –Malaysian Power –Customer Centric Mindset & Culture
KPJ Seremban Specialist Hospital –Customer Service Excellence
Fiberail Sdn. Bhd. –Customer Care Excellence
Prudential BSN –Transforming Customer Experience
Tenaga Nasional Berhad –Transforming Customer Experience
Shopee Singapore – Live Chat Customer Support
Reliance Berhad Call Centre –High Impact Sales Skills (Assessment & Training)
HSBC Bank Malaysia Berhad Call Centre –CRM Sales training for the Direct Relationship Management Team
ING Insurance –Employee benefit sales and service skills
The Bank of Nova Scotia Berhad –Financial products Sales
Malaysia National Insurance - Call Centre–Sales training for a Child Education plan
Google Malaysia –Locus-T –Debt collection through phone , Sales and Customer Service
Legend Hotel Call Centre –Time Share appointment and Customer Service training
Palace of the Golden Horses -Time Share Sales
Bumiputra Commerce Bank Berhad Call Centre –Phone Banking Sales
Malaysian Oxygen Berhad Call Centre –Call Centre Sales & Teleservice
Malaysia Airlines Golden Boutiques –Buy n Fly card Sales training
New Straits Times – Classified Ads -Call Centre & Face to face service
Utusan Melayu Call Centre –Classified Advertising-Outbound Telemarketing Skills
Yellow Pages Call Centre –Telephone Appointment setting Skills
MNI Oneline Call Centre –Sales and Teleservice training
Am Assurance Call Centre –Setting up a new Sales Unit & Call centre training
RHB Bank Call Centre –Outbound Sales Training
Maybank Group Contact Centre –Outbound Sales Skills (Insurance products)
OCBC Bank (Malaysia) Berhad –Outbound Sales Skills transactional banking
Bank Rakyat Call Centre –Sales and Service training
SP Setia –Outbound Sales skills
Bonuslink Call Centre –Outbound Sales Skills & Inbound Customer Service
Gibraltar BSN Life Insurance Berhad –Formerly Uni Asia Life -Call Centre Sales
Aeon Credit Services Sdn. Bhd.–Sales for financial services
BankTechAsia2018 & BigTechAsia2018 –Conference Delegate & Sponsorship Sales training
UOB Bank (Malaysia) Berhad –SME Banking Sales Training
Multi Trans Sdn. Bhd. –Telephone Appointment Setting Skills
Jobstreet.com –Sales Skills
SenHeng Electric –Sales Skills
GKK Consultant Sdn. Bhd. –Sales Skills
Netherlands Maritime University College –Telephone Selling Skills
Royal Canin Malaysia –Telesales training
Alliance Bank Malaysia Berhad –Virtual Selling & Telephone Appointment Setting
Shell Global –Telesales & Team Leadership Skills for Poland, Austria, Germany, Malaysia
IIUM –International Islamic University Malaysia –Telesales training
Putra Business School –Virtual Presentation Skills
Hong Leong Asset Management –Virtual Presentation Skills
Carsome Sdn. Bhd. –Telesales Team Leadership Skills
HSBC Bank Malaysia Berhad Call Centre –CRM Sales training for the Direct Relationship Management Team
ING Insurance –Employee benefit sales and service skills
The Bank of Nova Scotia Berhad –Financial products Sales
Malaysia National Insurance - Call Centre–Sales training for a Child Education plan
Google Malaysia –Locus-T –Debt collection through phone , Sales and Customer Service
Legend Hotel Call Centre –Time Share appointment and Customer Service training
Palace of the Golden Horses -Time Share Sales
Bumiputra Commerce Bank Berhad Call Centre –Phone Banking Sales
Malaysian Oxygen Berhad Call Centre –Call Centre Sales & Teleservice
Malaysia Airlines Golden Boutiques –Buy n Fly card Sales training
New Straits Times – Classified Ads -Call Centre & Face to face service
Utusan Melayu Call Centre –Classified Advertising-Outbound Telemarketing Skills
Yellow Pages Call Centre –Telephone Appointment setting Skills
MNI Oneline Call Centre –Sales and Teleservice training
Am Assurance Call Centre –Setting up a new Sales Unit & Call centre training
RHB Bank Call Centre –Outbound Sales Training
Maybank Group Contact Centre –Outbound Sales Skills (Insurance products)
OCBC Bank (Malaysia) Berhad –Outbound Sales Skills transactional banking
Bank Rakyat Call Centre –Sales and Service training
SP Setia –Outbound Sales skills
Bonuslink Call Centre –Outbound Sales Skills & Inbound Customer Service
Gibraltar BSN Life Insurance Berhad –Formerly Uni Asia Life -Call Centre Sales
Aeon Credit Services Sdn. Bhd.–Sales for financial services
BankTechAsia2018 & BigTechAsia2018 –Conference Delegate & Sponsorship Sales training
UOB Bank (Malaysia) Berhad –SME Banking Sales Training
Multi Trans Sdn. Bhd. –Telephone Appointment Setting Skills
Jobstreet.com –Sales Skills
SenHeng Electric –Sales Skills
GKK Consultant Sdn. Bhd. –Sales Skills
Netherlands Maritime University College –Telephone Selling Skills
Royal Canin Malaysia –Telesales training
Alliance Bank Malaysia Berhad –Virtual Selling & Telephone Appointment Setting
Shell Global –Telesales & Team Leadership Skills for Poland, Austria, Germany, Malaysia
IIUM –International Islamic University Malaysia –Telesales training
Putra Business School –Virtual Presentation Skills
Hong Leong Asset Management –Virtual Presentation Skills
Carsome Sdn. Bhd. –Telesales Team Leadership Skills
Maxis Telecommunications Berhad – Call Centre Outbound Tele-Debt Collector and Team Leader assessment and training
Google Malaysia –Locus-T –Debt collection through phone , Sales and Customer Service
Affin Bank Call Centre–Telephone debt collection skills
Sunlife Insurance –Call Centre Customer Service Skills & debt collection skills
KWSP–Employee Provident Fund (Gov’t) - 3 sessions on Debt Collection Skills
Kudrat Partners –Debt collection through phone
Hong Leong Bank Call Centre –Sales & Debt Collection Skills
Eon Bank Call Centre – Debt collection and Call Centre Customer Service
Citylink Express Courier Call Centre–Call Centre Collection & Customer Service Skills
Malaysian Post Office Call Centre –Pos Laju Call centre debt collection skills
ELK Desa Capital Sdn. Bhd. –Debt collection through phone –contact centre
Akademi PKNS –Debt Collection Skills
Centreside Express Maritime –Debt collection skills
Protech Builders –Debt collection
Epic Chemicals Sdn Bhd -Debt collection
Cenviro Services Sdn Bhd –Debt collection through phone
Len min steel sdn bhd -Debt collection
Google Malaysia –Locus-T –Debt collection through phone , Sales and Customer Service
Affin Bank Call Centre–Telephone debt collection skills
Sunlife Insurance –Call Centre Customer Service Skills & debt collection skills
KWSP–Employee Provident Fund (Gov’t) - 3 sessions on Debt Collection Skills
Kudrat Partners –Debt collection through phone
Hong Leong Bank Call Centre –Sales & Debt Collection Skills
Eon Bank Call Centre – Debt collection and Call Centre Customer Service
Citylink Express Courier Call Centre–Call Centre Collection & Customer Service Skills
Malaysian Post Office Call Centre –Pos Laju Call centre debt collection skills
ELK Desa Capital Sdn. Bhd. –Debt collection through phone –contact centre
Akademi PKNS –Debt Collection Skills
Centreside Express Maritime –Debt collection skills
Protech Builders –Debt collection
Epic Chemicals Sdn Bhd -Debt collection
Cenviro Services Sdn Bhd –Debt collection through phone
Len min steel sdn bhd -Debt collection