This program is prepared for customer service representatives, their supervisors and other frontliners.
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.
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
Review of the required elements of world class service
Empathy - Understanding customer’s perspective
Professional / Articulate Speaking
Communicating without body language through phone
Mastering and Applying Voice Characteristics
Tone, Pitch, Rate of Speech and Volume
The art of asking the right questions to identify and understand underlying customer issues
The Dimensions all customers care about
Body Language strategy & secret (face to face)
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
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!™ and LEAP!™ 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: http://www.youtube.com/channel/UC067zunxivllLuOICKJ9f4g To view TESTIMONIALS given by clients, please click here: http://www.contactskills.com/testimonials.html
Maxis Berhad – Call Centre Outbound Tele-Debt Collector and Team Leader assessment and training Reliance Berhad Call Centre – High Impact Telesales Skills (Assessment & Training) Affin Bank Berhad Call Centre–Telephone debt collection skills HSBC Bank Malaysia Berhad – Branch TELESALES training of financial products HSBC Bank Malaysia Berhad Call Centre – CRM training for the DRM Team Hong Leong Group Call Centre – Finance, Bank, Assurance and Customer Service Honda Malaysia Sdn.Bhd. – Call Centre Customer Service ING Insurance – Employee benefit sales and service skills The Bank of Nova Scotia Berhad – Financial products telesales Malaysia National Insurance Call Centre – Sales training for a Child Education plan Legend Hotel Call Centre– Time Share appointment and Customer Service training Palace of the Golden Horses - Time Share Telesales Bumiputra Commerce Bank BerhadCall Centre –Phone Banking telesales Malaysian Oxygen BerhadCall Centre – Call Centre Telesales & Teleservice Malaysia Airlines Golden Boutiques – Buy n Fly card telesales training New Straits Times– Classified Ads-Call Centre & Face to face service Utusan Melayu Call Centre – Classified Advertising-Outbound Telemarketing Skills Elken Sdn Bhd – Counter Service / Effective Communication / Customer Service British American Tobacco – Effective Communication and Selling Skills (Kent)
Shahrukh’s clients continued......... Yellow Pages Call Centre – Appointment setting Skills MNI Oneline Call Centre – Telesales and Teleservice training Zuellig Pharma Call Centre - Customer Service and Team Leader Training Eon Bank Call Centre – Debt collection and Call Centre Customer Service AmAssurance Call Centre – Setting up a new Telesales Unit & Call centre training RHB Bank Call Centre– Outbound Telesales Training Maybank Group Contact Centre – Outbound Telesales Skills (Insurance products) OCBC Bank (Malaysia) Berhad – Outbound Telesales Skills transactional banking Bank Rakyat Call Centre – Telesales and Service training SP Setia – Outbound Telesales skills Bonuslink Call Centre – Outbound Telesales Skills & Inbound Customer Service Etiqa Insurance Berhad – Brand Delivery training campaign CSC Malaysia Berhad BPO Call Centre– Ensuring contact centre success Mitsubishi Motors Malaysia – Call centre Customer Service Skills Mimos Berhad – Mutiara Smart Computing – Call Centre Customer Service Skills Citylink Express Courier Call Centre– Call Centre Customer Service Skills POS Malaysia Call Centre – Pos Laju Call centre debt collection skills Sunlife Insurance – Call Centre Customer Service Skills DKSH Malaysia – Call centre agent assessment and one to one coaching Gibraltar BSN Life Insurance Berhad – Formerly UniAsia Life - Call Centre Telesales Corporate Information Travel – Service Based Telephone Techniques & Handling Difficult Callers HRDF – PSMB Call Centre Customer Care Excellence Gabungan AQRS Berhad – Communication Skills Marsh Insurance – Call centre customer service skills Charity fundraising, Donor Acquisition & Retention Skills training for the following entities:
UNICEF MALAYSIA, MAKNA - (Majlis Kanser Nasional) or National Cancer Council Malaysia, NKF – National Kidney Foundation, WWF MALAYSIA, BUDIMAS – Charitable fund for orphanages, SUKA SOCIETY - Set up to protect and to preserve the best interests of children SINGAPORE
BONE MARROW DONOR PROGRAMME (BMDP), SINGAPORE HEART FOUNDATION (SHF), World Wildlife for Nature (WWF), Singapore Cancer Society (SCS), Singapore Senior Citizens’ Home (SASCO), Special Olympics Asia Pacific (SOAP), 365 Cancer Prevention Society (365 CSP)
BHP Billiton – Customer Service Excellence Aeon Credit Services Sdn. Bhd. – Telesales for financial services Ekovest Berhad Highway Project – Call centre customer service Korean Airline – Concentrix – De-fusing angry customers for 2nd support level Team Leaders MPI Generali Insurance – Customer Care Excellence Google Malaysia Business Partner – Locus-T – Telephone Appointment Setting and Call Centre Team Leadership Skills Google Malaysia Business Partner – Locus-T – Customer Service Skills and Serivce Team Leadership Skills ELK Desa Capital Sdn. Bhd. – Hire Purchase Debt Collection Skills through the phone MCIS Insurance – Call Centre Customer Service consultancy & training KWSP – EPF Debt Collection Enforcement training
Telesales - Affin Bank
Testimonial for Shahrukh's telesales training. One week after the training, an interview with the Head of Telemarketing at Affin Bank - Mr. Prem Kumar, about the training impact and increase in sales.
Telesales & Service - Google
How Shahrukh's Consultative Sales training approach helped Google Adwords and alibaba.com sales teams increase revenue. Here is what their ace performer has to say about his customer interaction after the training. Watch the video.
Live Chat training - Coway
The live chat customer support team at Coway Malaysia feels that this program will help them improve their level of communication. Also, the short cuts / canned messages developed in the classroom will help them communicate with their customers at a more human level. The previous shortcuts lacked feeling or the human touch.
Debt collection - Desa Capital
A tough debt collection situation. These finance company collection agents are collecting debt from blacklisted customers. This involves training on elements of persuasion beyond a basic collection approach. How did their life become easier while collecting from such individuals after Shahrukh's training? Watch the video.
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 the following 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
Project Presentation Debt collection training
Debt collection training Introduction video
Project Presentation Telesales training
Shahrukh's framework for contact centre training
Example of participant
interaction in his class
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.