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TRAINING DETAILS

Program Overview

customer service training malaysia

This program is designed for Donor Acquisition, Upgrade & Retention Executives who use the phone as a success tool. Telemarketing professionals are a unique breed that has to be thick skinned to deal with objections and rejections. They need amazing self-discipline, self-motivation and resilience to keep moving forward through the smoke screen of objections to find donations day in and day out. They need to be professional listeners and eloquent speakers. They realize that they can only survive in this high pressure environment if they begin to look at the world through the donor’s perspective and help the donor picture the perspective of the needy. They employ proven rapport building telephone techniques to gain trust and prosper. They are masters at the ability to create pictures in the prospect’s mind through what they say and how they say it. To top it all off, they require razor sharp consultative communication skills to solve customer problems through offering the most beneficial and suitable solutions.”

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Program objectives

By the end of this program the participants shall:

Get past the gatekeeper with strategy and confidence
Structure calls more effectively
Improve skills in telephone communication
Cross Sell other products if required
Improve questioning and listening skills
Identify the donor’s real situation and match with appropriate donation package.
Sharpen their persuasiveness skills in order to clinch the success.
Handle objections effectively and treat them as new opportunities
Build better relationships with difficult prospects using empathy
Recognize each prospect’s unique telephone personality and tailor offering accordingly
Seek buying signals and act accordingly
Employ a Strategic telesales management system
Experience increase in New and existing donations

Methodology

100% Activity based training
Group discussions
Case studies
Interactive storytelling
Video presentation

Training & Testimonial Videos
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Training video in Pakistan
Delivery in Urdu & English
Developing Customer Centricity





Testimonial from zameen com
Pakistan's largest property portal




Customer Care Training
Touch n Go

According to Dash, the training was fantastic. She had a good time. Even though she has been in the Service industry for 15 years, she felt she still learned new things during this program. To her, the highlight was Shahrukh's L.I.S.T technique to create a smooth conversation flow with the customer. Hence, enhancing customer convenience in interacting with us.



Telesales Training
Affin Bank Berhad

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 Training
Google & alibaba.com

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 Malaysia

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 training
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.


OUR VISION
Facilitating Customer Delight through Professionalism in Human Capital Development

OUR MISSION
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

OUR VALUES
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.
corporate training in malaysia

Shahrukh Moghal - Managing Consultant
Quality Input Resources Sdn Bhd
Unit 13-G, Jalan OP 1/2,
1 Puchong Business Park, 47160,
Puchong, Selangor, Malaysia.
M: 0123278240 Email: shahrukh@contactskills.com
web: www.contactskills.com
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