Training by Shahrukh Moghal:
To contact the trainer directly: shahrukh@contactskills.com Whatsapp: +60123278240
Engaging the Millennial & Gen Z Workforce
For supervisors, managers & contact centre team leaders. Communicate, connect with and lead the younger generation effectively
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Excellent Customer Service
Lean and apply proven customer care techniques, behaviour and attitude. Get customers to like you and form postive impressions of you and your organisation
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High Impact Telesales Skills
Get past the gatekeeper with strategy and confidence
Sharpen their closing skills in order to clinch the sale.
Handle objections effectively
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Handling Complaints & Anger
De-escalate conflicts, turn complaints into opportunities, and enhance customer loyalty. Boost your confidence in managing difficult interactions professionally.
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Debt Collection Skills
You never have to worry about your ability to reach your collection targets. Be a part of your company's financial success by learning to convince people to pay
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Live Chat Training
Impress with your chat etiquette
Polish your personal touch to build closer relationships with customers.
Develop an understanding of Webchat KPI's & and how to adhere to them
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Team Leader Training
The team leader is the performance driver and facilitator for the agent team. This training is customized for Telesales, Customer Service and Debt collection contact centres.
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Presentation Skills
Engage and convince audiences
Learn probing, persuasiveness, empathy, active listening, articulate speaking including voice, body language and power words.
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Impactful Emotional Selling
You never have to worry about your ability to reach your sales targets. Be a part of your company's financial success by learning to convince people. Sell more & earn more!
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Customer Satisfaction Survey Strategy Workshop
Measuring customer satisfaction survey results (NPS, CSAT). Problem solving and strategy development according to results..
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Interpersonal Communication
This training program includes key aspects such as communication skills, active listening, empathy, conflict resolution, and cultural sensitivity to achieve productive human interactions.
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Telephone Techniques
Learn how to project a positive image of themselves and their employer organization
Understand and handle difficult people and address their concerns, issues and complaints.....
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Shahrukh Moghal
Trainer profile
Member Institute of Marketing Malaysia
HRDCorp Accredited Trainer
HRDCorp Certified Trainer
HRDCorp is under the Ministry of Human Resources, Malaysia
Shahrukh Moghal
With over 20 years of training experience, Shahrukh Moghal has developed and delivered performance-driven training solutions for front-line leaders, telesales professionals, debt collection and customer service teams across Malaysia.
He has trained and coached team leaders from leading call centres in the telecommunications, banking, insurance, and business process outsourcing (BPO) sectors, helping organizations achieve measurable improvements in sales conversion, customer experience, and employee engagement.
He is a Certified Trainer by Pembangunan Sumber Manusia Berhad (PSMB) - Certificate No. EMP 1654 - Shahrukh is also an HRDCorp Accredited Trainer and Micro-credentials Authorized facilitator. He has conducted the Certified Contact Centre Professional (CCCP) program under the HRDF Graduates ENhancEment pRogrAmme for Employability (GENERATE) scheme for fresh graduates.
Over the past two decades, Shahrukh has been instrumental in upgrading the skills of over 100 large companies including their contact centres in Malaysia, enhancing the performance of sales, telesales, customer service, and debt collection agents and their team leaders.
Shahrukh is the creator of the PLEASE!™ and LEAP!™ Workshops, innovative training programs designed to transform customer interactions. These workshops empower frontliners to master essential communication tools such as Probing, Listening, Empathizing, and Articulating effectively - skills applicable to contact centre & face-to-face customer interactions, telesales, and collections.
His training approach emphasizes Concepts, Application, and Reflection, with a strong focus on engagement, motivation, and fun. Participants consistently describe his sessions as energetic, practical, and positively transformative, combining insight with real-world application.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
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
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
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