Customer Service, Customer Experience Training Course


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Program overview


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. The activities are easy to participate in and quick at generating meaningful discussions and skill improvement among participants. 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!

Who should attend


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


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
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
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

Training Outline


Review of the required elements of a world class service professional's performance
Attitude
Skills
Knowledge
Behaviour
Interactive Service Communication through Active Listening
Empathy
Probing Skills
Developing a service dialogue
Developing a customer-centric service mindset
Service Dimensions All Customers Care About
Handling complaints and De-fusing angry customers
Role play sessions on real scenarios
Professional / Articulate Speaking
Email Writing Skill & Best Practices
Positive body language in service interactions
Do’s & Don’ts in Body Language
Live Chat / Web Chat technique & Industry standards
Group exercise

Sales training, Selling Skills training course seminar


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Program overview


Sales professionals are a unique breed that has to be thick skinned to deal with cold calling objections and sales rejections. They need amazing self-discipline, self-motivation and resilience to keep moving forward through the smoke screen of objections to find appointments & sales 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 their customers’ perspective and act accordingly. They employ proven rapport building 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 selling skills to solve customer problems through offering the most beneficial solutions.

Training objectives:


Establish and maintain long term and profitable relationships with both existing and prospective clients
Up-sell and Cross Sell other products
Improve questioning and listening skills
Identify customer’s real emotions, needs and match with appropriate benefits.
Sharpen their closing skills in order to clinch the sale.
Handle objections effectively and treat them as new opportunities
Build better relationships with difficult prospects using empathy
Seek buying signals and act accordingly
Get past the 1st 20 seconds of a cold call with confidence & skill
Acquire new appointments through cold-calling
Experience substantial increase in New Sales

Who should attend


This program is prepared for sales representatives and their supervisors.


Developing cold calling expertise – Script for responding to enquiries or making calls in order to clinch appointments

This script shall include:

Selling & cross-selling related products.
Impactful call opening dialogue that reduces the risk of early rejection in a cold call.
Probing questions to uncover pain points and growth aspirations
Emotional benefit statements that generate positive responses
Closing questions and objection handling dialogue relevant to the actual objections encountered on a daily basis

Training Outline


Review of the required elements of a Sales Capability
Interactive Customer Communication through Active Listening
Developing an active listening dialogue
Empathy – Video presentation
Probing Skills
Professional / Articulate Speaking
The Science of Persuasion
6 Emotional Factors that influence us to say “YES!”
VIDEO: The key to Persuasiveness
Persuasive Body Language for face to face selling
Cold Calling expert dialogue: Developing a benefit-based appointment setting dialogue that generates TRUST
Handling objections – TYPES OF OBJECTIONS
VIDEO: 9 Common Objections
VIDEO: 'I want to think about it.' 'I want to think it over.'
Strategizing responses to objections
General sales resistance
Unspoken objections
Excuses
Inadequate information
Subjective or personal objection
Objective or product objection
The last ditch objection
Role play: Sales presentation by selected participants according to time availability. The trainer shall provide critique and encouragement.

Mastering Online Sales Presentations


Mastering Online Sales Presentations

How to engage, convince and sell through online presentations training course


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Program overview


Enjoy presentation success through the understanding that presenting to and engaging an audience on-line is now a necessity. If the presenter is not ready or aware of the limitations and challenges of presenting on-line, he may fall flat because this new platform requires quite a different level of competence to keep the audience engaged. It has to be learnt and mastered as there are many pitfalls and challenges that await the presenter who is inexperienced in conducting online presentations.

Training objectives:


Understand the technology and its strengths and limitations
Breaking the ice and building instant rapport with the audience
Use a set of ‘power words’ to invoke the right feelings
Use the right words, intonation and body language associated with on-line presentations
Using the powerful features of on-line platforms
Be comfortable with silence
Use questions to engage the participants and get them to talk.

Who should attend


This program is prepared for sales representatives and their supervisors.


Training Outline


Understanding the challenges you face
An overview of what makes an engaging & convincing online presentation
Understanding your audience
Targeting the audience’s left and right brain
Designing slides that create visual impact
Commanding an executive presence through your body language while you present online
Enhancing your sales communication skills
Sharpening Empathy, Probing & Active Listening Skills
Online sales dialogue development
Q & A

Role play:

Online presentations by selected participants according to time availability. The trainer shall provide critique and encouragement.


Shahrukh Moghal training video

Order a customized training video package for your company. The package includes pre-designed Powerpoint Training Slides, Complete training content including lectures & group activities instructions.

Customizable training subjects include:


Customer Service Skills
High Impact Telephone Sales or Appointments
Debt Collection Skills
Selling through online presentations
Developing customer centric service strategy, mindset & culture

To organise customized in-house physical or online training, please contact us at shahrukh@contactskills.com or whatsapp +60123278240.

Telesales training course seminar, Cold Calling Training



Program overview


Telesales 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 appointments & sales 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 their customers’ perspective and act accordingly. 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 selling skills to solve customer problems through offering the most beneficial solutions.

Training objectives:


Get past the gatekeeper with strategy and confidence
Get past the first 20 seconds of the call and increase selling opportunities
Improve skills in telephone communication
Up-sell and Cross Sell other products if required
Improve questioning and listening skills
Identify customer’s real emotions, needs and match with appropriate benefits.
Sharpen their closing skills in order to clinch the sale.
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
Experience a substantial increase in New Sales
Enhance skills through Telesales and Customer Service training

Who should attend


This program is prepared for All Sales Executives, Telephone Sales Agents or Appointment Setters, their supervisors and other frontliners.

Shahrukh talks about his Telesales training




Customer Centric Service Strategy Training course seminar for HODs


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Introduction


This program is designed to instil a Customer Centric Mindset and Culture in order to empower the company’s Service Delivery Efforts. Together, we develop effective customer service strategies individually as departments for the ultimate goal of supporting the organisation’s service vision to achieve Customer Delight. Hence, productivity and profits are realized through Strategic Service Delivery Management.

Key benefits of the service strategy training


Successful Customer-Centric Business Strategies
Positive Public Interest
Better Employee Morale
Higher Profits through Existing Customers
Increased Responsibility taken by employees
Employee Motivation
Satisfied Shareholders
Enjoy savings through improved process efficiency
Reduced Risk of Business Failures
Increased Efficiency
Enhanced Customer Experience
Influx of New Customers


Training objectives:


Understand the role of each Business Unit in spreading a service culture throughout the organisation
Understand what customers really want and ascertain how well we are providing it.
Provide relevant and constructive advice to promote the improvement of customer service delivery
Ensure customer service strategies and opportunities are promoted to designated individuals and groups
Promptly action processes & procedures to resolve customer difficulties and complaints
Maintain systems, records and reporting procedures to compare changes in customer satisfaction
Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups
Review client satisfaction with service delivery using verifiable data
Identify and report changes necessary to maintain service standards to designated personnel
Understand the concepts & usage of terms like CSI, NPS, Process mapping, SWOT Analysis
Learn the art of post-strategy development goal setting & action planning
Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies

Who should attend


This program is prepared for Managers in all departments.

Contact Centre Team Leader Skills Training course seminar




Call Centre Team Leader Training must equip Team Leaders for the following key responsibilities:


To manage a team of Customer Services Advisers delivering first class, professional customer service to the public and a high quality front line service to the Company and its partners.
To supervise the workload of the team, allocating team members to optimize
service provision and administrative support across the hours of the operation of the Customer Service Department.
To monitor the changing needs of service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of internal and external customers.
To ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction.
To ensure statistical information is produced, collated and analyzed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements.
To support the Customer Service Manager in the development and implementation of technology and systems to ensure the most effective use of new technology and opportunities.
To undertake the duties of a Customer Service Adviser as and when required
The Team Leader is responsible for the everyday running of the shift and the solving of immediate customer problems.
The Team Leader supervises, coaches and monitors a team of Customer Service Representatives, organizes regular team meetings, and regular appraisal and personal development meetings.

Debt Collection Skills Training course seminar


debt collection training malaysia by shahrukh moghalMotivate | Persuade | Negotiate

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1-hour free webinar video recording
Debt Collection Skills


Conducted by Shahrukh Moghal
A gift for those who want to learn how to collect money owed to them or their company. Especially suitable for call centre debt collectors at banks, finance companies, courier services and more.


To organise customized in-house physical or online training, please contact us at shahrukh@contactskills.com or whatsapp +60123278240.

Program overview


This training project takes a practical approach in terms of enhancing skills that are imperative for Telephone debt collectors to INCREASE COLLECTION REVENUE. The activities are easy to participate in and quick at generating meaningful discussions and skills improvement among participants. Each activity allows for a thorough examination of performance and formulation of effective strategies to create a true culture of profitable collection.


Understand the defaulter’s mindset
Reduce empty promises
Grow revenue
Engage in strategic dialogue through a new impactful collection script / guide


Training objectives:


Increase collections through applied skills
Understand the elements of successful telephone communication and improve skills in this area
Structure calls more effectively
Improve questioning and listening skills
Identify customer’s real needs and match with appropriate solutions.
Sharpen their assertiveness skills
Handle objections effectively and treat them as new opportunities
Build better relationships with customers using empathy
Recognize each customer’s unique telephone personality and tailor personal dialogue accordingly
Become collection machines

Who should attend


This program is prepared for debt collection agents in the field or in call centres, their supervisors and other frontliners.

Effective Telephone Techniques Training course seminar



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Program overview


Telephone etiquette is the most under-rated skill in communication as it does not involve face-to-face interaction or the written word, the 2 areas where most training in business communication is concentrated. However, with the rapid changes in the modes of modern communication particularly in mobile phone technology and the new ways of doing business globally such as the outsourcing of call centers, telephone skills are fast gaining recognition as a necessary and important skill in today’s world.

Who should attend


Executives for whom the telephone plays an important role in business lives especially those whose main source of communication is through the use of either fixed lines or mobile telephones. It is also useful for those who feel that their business, or for that matter, private lives can be enhanced by a deeper understanding and appreciation of the subtle intricacies of communication via telephone.


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Training objectives:


Learn how to project a positive image of themselves and their employer organization
Provide courteous and people-oriented telephone services
Learn empathic listening
Understand and handle difficult people and address their concerns, issues and complaints
Enhance personal and organizational productivity through effective telephone handling
Stay cool, calm and collected
Avoid potential adverse reputational issues arising from mishandling telephone calls

Who should attend


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

Live Chat, Web Chat training course seminar workshop


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Why live chat training?


Live Chat provides convenience, speed and reduction in the customer’s effort to reach us. Being a major customer service channel, it requires specific skills in order to improve customer experience. It might seem that chat is simple, easy, no problem!! However chats, unlike words, stay in the customer’s possession. A quick copy / paste by the customer to the wrong people or media can enhance or destroy a company’s reputation. With Customer Satisfaction as the main objective, the chat agent needs focused training on soft skills such as greeting, opening, setting the tone, probing, understanding, critical reading, providing answers and solutions, wrapping up the chat and personalized good bye’s

Who should attend


This program is prepared for customer service representatives and their supervisors who are responsible for webchat customer support

Training objectives:


Write to impress using professional chat etiquette
Design personalized shortcuts or canned messages
Learn how to escalate the chat to a different agent or channel
Adhere to best practices for managing live chats
Apply empathy, probing and critical reading during live chat.
Develop an understanding of Webchat KPI's & and how to adhere to them
Polish your personal touch to build closer relationships with customers


Training Outline


Elements of Live Chat Competency:

Attitude
Skills
Knowledge

Reading & Responding

(Alternative to Active Listening in voice channel)
New Canned messages shall include acknowledgment dialogue.

Empathy

Understanding the customer’s perspective
New Canned messages shall include impactful empathic statements that help produce pleasant customer interactions, develop trust and confidence.

Probing Skills

The art of asking the right questions to identify and understand underlying customer issues.
New Canned questions shall include open and closed ended questions to give the customer a chance to fully explain the situation.

Handling complaints / De-fusing angry customers


Chat skeleton

Greet, read to understand, probe & clarify, empathize, solve, provide future self-help instructions (if applicable) and end the interaction efficiently

Developing new, or assessing existing, shortcuts or canned messages for the following components of a webchat:

Greeting - General greeting, Greeting repeat visitors
Apologizing - Apologizing for issues, Unable to meet requests
Transferring - Suggesting transfer, customer requesting to transfer
Putting customer on hold - In the middle of chat, In the queue, Thanks for waiting etc
Asking for additional information. For example:
general,
verification,
account information etc.
Giving information
and more..........

Practice session to identify correct soft skills & canned responses according to various situations


SME Banking Sales and Appointment Setting Skills Training course


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Program overview


SME Banking Sales departments help SME companies grow their revenue and reduce financial stress through developing customer centric products and services through different stages of their growth. Services offered can include working capital funding packages, expansion and growth funding, forex packages, commercial property loans, trade facilities, asset-based financing etc. The Sales professional understands the client company’s pain points and challenges and what drives the Director’s mindset. This professional helps design financial solutions to help the SME company overcome challenges with regard to smooth operation in the areas of Client relations, Sales & Marketing, Production and Raw Material, New Property acquisition, Employee salaries and supplier commitments.

SME Sales professionals are a unique breed that has to be thick skinned to deal with cold calling objections and sales rejections. They need amazing self-discipline, self-motivation and resilience to keep moving forward through the smoke screen of objections to find appointments & sales 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 their customers’ perspective and act accordingly. They employ proven rapport building 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 selling skills to solve customer problems through offering the most beneficial solutions.


Training objectives:


Get past the 1st 20 seconds of a cold call with confidence and skill
Acquire new borrowing accounts through cold-calling and referrals
Customize financial and investment solutions to meet the needs
Establish and maintain long term and profitable banking relationships with both existing and prospective clients
Up-sell and Cross Sell other products
Improve questioning and listening skills
Identify customer’s real emotions, needs and match with appropriate benefits.
Sharpen their closing skills in order to clinch the sale.
Handle objections effectively and treat them as new opportunities
Build better relationships with difficult prospects using empathy
Seek buying signals and act accordingly
Experience a substantial increase in New Sales and long-term clients

Deliverable – Impactful Cold Call Script


The trainer shall provide a cold call appointment setting script for all participants customized according to the client bank’s actual product benefits and features. This script shall include:

Selling & cross-selling the client bank’s actual SME related products.
Impactful call opening dialogue that reduces the risk of early rejection in a cold call.
Probing questions to uncover the SME’s pain points and growth aspirations
Emotional benefit statements that generate positive responses
Closing questions and objection handling dialogue relevant to the actual objections encountered on a daily basis

Who should attend


This program is designed for SME Banking Sales Executives commonly known as Relationship Managers and their immediate supervisors
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.




TESTIMONIALS
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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.

Clients in banks and insurance companies


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


Clients in banks and insurance companies

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. July 2016.

Nurul Rasdin bin Mohamad Zahari – Air Asia Ground Services




Clients in banks and insurance companies

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


Clients in banks and insurance companies


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. February 2005.

Mr. Jeffrey Teoh Nee Tiek Vice President, Enterprise Banking


Clients in banks and insurance companies

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


Clients in banks and insurance companies

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


Clients in banks and insurance companies

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


Clients in banks and insurance companies


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


Clients in banks and insurance companies


Good instructor. Understood what he delivered and good communication skills.

Mohd Rozlan Aziz – Harvey Norman

Important note

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.

Clients in banks and insurance companies

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


Clients in banks and insurance companies

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


Clients in banks and insurance companies

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


Clients in banks and insurance companies

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


Clients in banks and insurance companies

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

Clients in banks and insurance companies

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


Clients in banks and insurance companies


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


VIDEO LIBRARY
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ENGAGE & CONVINCE ONLINE AUDIENCES



A FREE WEBINAR ON TELEPHONE SALES SKILLS



A FREE WEBINAR ON DEBT COLLECTION SKILLS



Participant feedback on:
ENGAGE & CONVINCE ONLINE AUDIENCES



Participant feedback on
CUSTOMER SERVICE TRAINING



Participant feedback on
TELEPHONE SALES TRAINING



Short lecture on developing a customer centric mindset in Pakistan



Shahrukh Moghal short lecture on communication and body language



Example of participant interaction in shahrukh moghal's voice training



Part 4 of 7 - Motivational Talk - 300 audience
Goal setting makes us positive



Part 7 of 7 - Motivational Talk - 300 audience
Control your brain - Control your life


Shahrukh's Profile
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Shahrukh Moghal is a Certified Trainer by PSMB Pembangunan Sumber Manusia Berhad - Certificate # EMP / 1654. He has over 15 years of experience service 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. 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, then 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.


He is a member of Institute of Marketing Malaysia and is chosen to conduct sales & customer service programs organized by IMM. 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!!

Shahrukh's training clients in Malaysia, Singapore & Pakistan
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LATEST ONLINE TRAINING CLIENTS


UOB Bank – SME Banking Sales Appointment Setting
Jobstreet.com – Sales Skills
Centreside Express Maritime – Debt collection skills
Protech Builders – Debt collection
Len min steel sdn bhd - Debt collection
Epic Chemicals Sdn Bhd - Debt collection
Sen Heng Electric – Sales Skills
GKK Consultant Sdn. Bhd. – Sales Skills
Cenviro Services Sdn Bhd – Debt collection through phone
KPJ Seremban Specialist Hospital – Customer Service Excellence
< Fiberail Sdn. Bhd. – Customer Care Excellence
Prudential BSN – Transforming Customer Experience
Tenaga Nasional Berhad – Tranforming Customer Experience
Netherlands Maritime University College – Telephone Selling Skills
Lenovo Malaysia – Contact Centre Customer Service (internal & outsourced teams)

PRE-MCO CLIENTS


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 Telesales training for the DRM Team
Hong Leong Bank Call Centre – Telesales & Debt Collection Skills
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 – Telesales 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 Berhad Call Centre –Phone Banking telesales
KWSP – 3 sessions on Debt Collection Skills
Khazanah Nasional Berhad – Enhancing Customer Experience
BankTechAsia 2018 & BigTechAsia 2018 – Conference Delegate & Sponsorship Telesales training
MCIS Insurance Berhad – Call centre customer service training and consultancy
UOB Bank (Malaysia) Berhad– SME Banking Telesales Training
Maybank Group Customer Care (MGCC) – Live Chat Customer Support Skills
Multi Trans Sdn. Bhd. – Telephone Appointment Setting Skills
Akademi PKNS – Debt Collection 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

PRE-MCO CLIENTS


Gibraltar BSN Life Insurance Berhad – Formerly UniAsia Life - Call Centre Telesales
Corporate Information Travel –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 training for the following entities:

MALAYSIA

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
Wellings Pharmacy Penang – Customer Service in the Retail Environment
Schenker Logistics – Customer Service Excellence
MPI Generali Insurance – Customer Service Excellence – Level 1 & 2
ELK Desa Capital Sdn. Bhd. – Debt collection through phone – contact centre
Google Business Partner – Locus-T – Debt collection through phone , Telesales and Customer Service
Alibaba.com Business Partner – Locus-T – Telesales and Customer Service
PRE-MCO CLIENTS


Malaysian Oxygen Berhad Call Centre – Call Centre Telesales & Teleservice
Malaysia Airlines Golden Boutiques – Buy n Fly card telesales training
New Straits Times Newspaper – Classified Ads-Call Centre & Face to face service
Utusan Melayu Newspaper 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)
Yellow Pages Call Centre – Telephone 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 Property Developer – 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– 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
Citylink Express Courier Call Centre– Call Centre Collection & Customer Service Skills
POS Malaysia Call Centre – Pos Laju Call centre debt collection skills
Sunlife Insurance – Call Centre Customer Service Skills & debt collection skills
DKSH Malaysia – Call centre agent assessment and one to one coaching

VISION | MISSION | VALUES
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.
Company profile
Profile of Managing Consultant - SHAHRUKH MOGHAL

corporate training in malaysia

Shahrukh Moghal - Managing Consultant
Quality Input Resources Sdn Bhd
M: 0123278260 Email: shahrukh@contactskills.com
web: www.contactskills.com
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