Contact Centre

Training

Enhancing Customer Experience

Training includes phone & email channels

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 1
Introduction Introduction
Objectives
Service is an intangible experience, and a crucial aspect of survival for any enterprise seeking to grow in competitive markets. Telephone
Methodology 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!

Objectives
• Deliver and Manage service better
• Understand that good service is good selling
• Structure calls and other forms of customer contact more effectively
• Improve questioning and listening skills
• 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
• Recognize each customer’s unique emotional trigger and tailor dialogue accordingly
• Write effective and impressive emails
• Enhance Customer Experience

Methodology

• 100% Activity based training

• Relevant games & simulations
• Group discussions
• Case studies
• Interactive storytelling
• Video presentation

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Training DAY 1 DAY 2
outline
Review of the required elements of a world Developing a customer service mindset
class call centre agent’s performance Self - diagnosis
Service Dimensions All Customers Care About
 Attitude Exercise: Are we fulfilling those dimensions?
 Skills
Exercise: What needs to be done?
 Knowledge
 Behaviour
Handling complaints and De-fusing angry customers
Active Listening During this module, we identify and practice the crucial
There is a strong link between effective steps in calming and directing an angry or irate
listening and professional telephone service. customer.
This is a fast moving and thought-provoking Role play sessions on real scenarios
module on the central communication skill of
listening. Professional / Articulate Speaking
(Activity-The Diagram) Communicating without body language through phone
Developing a service dialogue Articulate speaking
Mastering and Applying Voice Characteristics
Empathy Tone, Pitch, Rate of Speech and Volume
Understanding customer’s perspective, (Activity-The Blindfold)
emotions, wants and needs
Learning to use empathic dialogue to develop Email Writing Skill & Best Practices
trust Group exercise
Video & De-briefing
De-stressing after a difficult customer interaction
Probing Skills Re-charging your batteries
The art of asking the right questions to identify
Re-motivating yourself
and understand underlying customer issues
Probing beyond the obvious
Activity – Airplane Contract Presenting certificates of attendance / completion

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 Shahrukh Moghal is a Certified Trainer by PSMB Pembangunan Sumber Manusia Berhad - Certificate # EMP / 1654.
He has over 20 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 environments.

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. 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!! His training sessions are filled with an air of positivity and motivation for the
participants. Shahrukh is the man behind The PLEASE!™ 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. Especially in Contact centre customer service, Face
to face customer service, Telesales and Debt collection through phone.

Shahrukh’s youtube channel including front-liner 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

Complete details on Shahrukh’s programs:

www.contactskills.com/shahrukh-moghal-training.html Approved by Human Resource Development Fund
Ministry of Human Resources, Malaysia
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 Shahrukh’s clients

1. Maxis Berhad – Call Centre Outbound Tele-Debt Collector and Team Leader assessment and 40. Gibraltar BSN Life Insurance Berhad – Formerly UniAsia Life - Call Centre Telesales
training 41. Corporate Information Travel –Telephone Techniques & Handling Difficult Callers
2. Reliance Berhad Call Centre – High Impact Telesales Skills (Assessment & Training) 42. HRDF – PSMB Call Centre Customer Care Excellence
3. Affin Bank Berhad Call Centre–Telephone debt collection skills 43. Gabungan AQRS Berhad – Communication Skills
4. HSBC Bank Malaysia Berhad – Branch TELESALES training of financial products 44. Marsh Insurance – Call centre customer service skills
5. HSBC Bank Malaysia Berhad Call Centre – CRM Telesales training for the DRM Team 45. Charity fundraising, Donor Acquisition training for the following entities:
6. Hong Leong Bank Call Centre – Telesales & Debt Collection Skills
7. Honda Malaysia Sdn. Bhd. – Call Centre Customer Service MALAYSIA
8. ING Insurance – Employee benefit sales and service skills
9. The Bank of Nova Scotia Berhad – Financial products telesales UNICEF MALAYSIA, MAKNA - (Majlis Kanser Nasional) or National Cancer Council Malaysia, NKF
10. Malaysia National Insurance Call Centre – Telesales training for a Child Education plan – National Kidney Foundation, WWF MALAYSIA, BUDIMAS – Charitable fund for orphanages,
11. Legend Hotel Call Centre– Time Share appointment and Customer Service training SUKA SOCIETY - Set up to protect and to preserve the best interests of children
12. Palace of the Golden Horses - Time Share Telesales
13. Bumiputra Commerce Bank Berhad Call Centre –Phone Banking telesales SINGAPORE
14. Malaysian Oxygen Berhad Call Centre – Call Centre Telesales & Teleservice
15. Malaysia Airlines Golden Boutiques – Buy n Fly card telesales training BONE MARROW DONOR PROGRAMME (BMDP), SINGAPORE HEART FOUNDATION (SHF), World
16. New Straits Times– Classified Ads-Call Centre & Face to face service Wildlife for Nature (WWF), Singapore Cancer Society (SCS), Singapore Senior Citizens’ Home
17. Utusan Melayu Call Centre – Classified Advertising-Outbound Telemarketing Skills (SASCO), Special Olympics Asia Pacific (SOAP), 365 Cancer Prevention Society (365 CSP)
18. Elken Sdn Bhd – Counter Service / Effective Communication / Customer Service
19. British American Tobacco – Effective Communication and Selling Skills (Kent) 46. BHP Billiton – Customer Service Excellence
20. Yellow Pages Call Centre – Telephone Appointment setting Skills 47. Aeon Credit Services Sdn. Bhd. – Telesales for financial services
21. MNI Oneline Call Centre – Telesales and Teleservice training 48. Ekovest Berhad Highway Project – Call centre customer service
22. Zuellig Pharma Call Centre - Customer Service and Team Leader Training 49. Korean Airline – Concentrix – De-fusing angry customers for 2nd support level Team Leaders
23. Eon Bank Call Centre – Debt collection and Call Centre Customer Service 50. Wellings Pharmacy Penang – Customer Service in the Retail Environment
24. AmAssurance Call Centre – Setting up a new Telesales Unit & Call centre training 51. Schenker Logistics – Customer Service Excellence
26. RHB Bank Call Centre– Outbound Telesales Training 52. MPI Generali – Customer Service Excellence – Level 1 & 2
27. Maybank Group Contact Centre – Outbound Telesales Skills (Insurance products) 53. ELK Desa Capital Sdn. Bhd. – Debt collection through phone – contact centre
28. OCBC Bank (Malaysia) Berhad – Outbound Telesales Skills transactional banking 54. Google Business Partner – Locus-T – Debt collection through phone , Telesales and Customer
29. Bank Rakyat Call Centre – Telesales and Service training Service
30. SP Setia – Outbound Telesales skills 55. KWSP – 3 sessions on Debt Collection Skills
31. Bonuslink Call Centre – Outbound Telesales Skills & Inbound Customer Service 56. Khazanah Nasional Berhad – Enhancing Customer Experience
32. Etiqa Insurance Berhad – Brand Delivery training campaign 57. BankTechAsia 2018 & BigTechAsia 2018 – Conference Delegate & Sponsorship Telesales
33. CSC Malaysia Berhad BPO Call Centre– Inbound customer service agent and team leader training
training 58. MCIS Insurance Berhad – Call centre customer service training and consultancy
34. Mitsubishi Motors Malaysia – Call centre Customer Service Skills 59. UOB Bank (Malaysia) Berhad– SME Banking Telesales Training
35. Mimos Berhad – Mutiara Smart Computing – Call Centre Customer Service Skills 60. Maybank Group Customer Care (MGCC) – Live Chat Customer Support Skills
36. Citylink Express Courier Call Centre– Call Centre Collection & Customer Service Skills 61. Multi Trans Sdn. Bhd. – Telephone Appointment Setting Skills
37. POS Malaysia Call Centre – Pos Laju Call centre debt collection skills 62. Akademi PKNS – Debt Collection Skills
38. Sunlife Insurance – Call Centre Customer Service Skills & debt collection skills 63. Kertih Terminals Sdn. Bhd. – Customer Service Strategy training for HODs.
39. DKSH Malaysia – Call centre agent assessment and one to one coaching 64. Appraisal Property Management Sdn Bhd – Service Strategy & Culture for HODs