Program overview

This workshop is designed to help improve skills that provide the customer with the main thing i-e CUSTOMER SATISFACTION. Customers require our help, support, guidance and resolution through pleasant service interactions and experiences. They need us to fully understand their concerns and provide the best solutions. In order to provide what they want, we need to determine their perspective. For this, we need to follow a pre-determined flow which involves a combination of strategic probing, active listening, empathy, articulate speaking, knowledgable solutions offering, and the ability to maintain a fruitful conversation in order to provide a PLEASEant service experience.

Training objectives:

Understand the importance of various customer touch points within the organisations and developing skills in each one to boost customer experience to a higher level
Structure customer contact more effectively
Improve questioning and listening skills through speaking and writing
Identify customer’s real issues and match with appropriate solutions
Build better relationships with customers using empathy
Understand the importance and impact of the telephone as a service tool
Write effective emails & live chat dialogue including templates and canned responses

Who should attend

This program is prepared for customer service representatives, their supervisors and other frontliners.

Training Outline

Review of the required elements of world class service
Active Listening
Empathy - Understanding customer’s perspective
Professional / Articulate Speaking
Communicating without body language through phone
Articulate speaking
Mastering and Applying Voice Characteristics
Tone, Pitch, Rate of Speech and Volume
Probing Skills
The art of asking the right questions to identify and understand underlying customer issues
Telephone Etiquette
Body Language strategy & secret
Do’s & Don’ts in Body Language
Handling complaints and De-fusing angry customers
Live Chat / Web Chat technique & Industry standards
Email Writing Skill & Best Practices
Group exercise


our clients

Shahrukh Moghal customer service training

Shahrukh Moghal is a Certified Trainer by PSMB Pembangunan Sumber Manusia Berhad - Certificate # EMP / 1654. He has over 15 years of experience servie and sales training. He conducts Certified Contact Centre Professional program subsidised by HRDF under its Graduates ENhancEment pRogrAmme for Employability (GENERATE) scheme for fresh graduates. This curriculum includes Live Chat, Customer Service, Telesales, Team Leadership skills and understanding of the contact centre industry.

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. 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. 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!! View Shahrukh's other programs

Facilitating Customer Delight through Professionalism in Human Capital Development

To provide leading edge customized training solutions in each campaign
To develop an experienced team of consultants with impeccable knowledge and experience in their relevant areas of expertise

Honesty, Integrity, Sincerity

Our Expert Trainers
Our trainers are PSMB Certified. They possess vast relevant experience in their own specific fields as practitioners and trainers. Each comes with an impressive list of clients whom they have personally rendered their training services to. Trainer profiles are attached with each training proposal sent to clients.

Company profile
Profile of Managing Consultant - SHAHRUKH MOGHAL
PROPOSAL: ISO9001:2008 UPGRADE TO ISO9001:2015 Consultancy
PROPOSAL: INTEGRATED QMS UPGRADE-9001-14001-45001-Consultancy
PROPOSAL: Call Centre Service training and consultancy
PROPOSAL: Telesales training and consultancy
PROPOSAL: Debt Collection by phone training
PRESENTATION: Call-Centre-Customer-Service-Helpdesk training
PRESENTATION: Call-Centre-Telesales-training
PRESENATION: Call-Centre-Debt collection through phone training
corporate training in malaysia

Nuhad Tanweer - Director
Quality Input Resources Sdn Bhd
M: 0123278240 Email: shahrukh@contactskills.com
web: www.contactskills.com
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