Developing & implementing customer centric service strategies

A Strategy Development Session for Team Leaders, Supervisors, HODs, Managers

Conducted by:
Shahrukh Moghal MIMM HRDF
Member – Institute of Marketing
Malaysia
Certified Trainer – EMP /1654
Human Resource Development Fund
Ministry of Human Resources

Quality Input Resources Sdn. Bhd.

7-15, 2A Jalan Danau Saujana, Off Jalan
Gombak, 53300 Kuala Lumpur, Malaysia.
Whatsapp: +60123278240
Realizing productivity and profits through strategic service Email: shahrukh@contactskills.com
delivery management web: www.contactskills.com

Translating our service vision into reality 18/12/2019

1
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

2
Introduction – Objectives - Class size
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.

Course objectives

Upon completion of the 2-day course, participants shall be expected to:

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

Class size

A maximum of 15 participants since this is a hands-on activity based session 3

 Developing a customer centric service mindset Strategizing internal processes to become
Training customer centric
Embedding a customer centric service experience
content Visible Customer Centric Team Leaders Customer Journey Mapping & analysing all customer
Understanding your customer touchpoints available
Design the experience Exercise: Mapping individual “AS IS” service processes to
2 days Agent mindset transformation & empowerment
Customer Centric KPI’s
find gaps
Exercise: Developing “TO BE” service process maps that
Engage the back office are more customer centric for improved service and to
Feedback for continuous improvement resolve customer difficulties and complaints

Training Self - diagnosis Monitor and evaluate progress

Methodology 5 Service Dimensions that all Customers care about
Are we fulfilling Customer’s expectations?
Customer Centric Metrics & KPI’s
Exercise: Brainstorming current actions relating to service
This programme employs Input from front line and supervisors
dimensions
adult learning techniques Tapping into data sources i-e (CSI | NPS | VOC),
Group presentations on existing actions according to the
which include fun active
learning strategies to
service dimensions Web & Quality Monitoring
facilitate understanding Setting metrics in Service, Quality, Efficiency,
and retention. Deriving Customer Centric service strategy steps Profitability
Participants will spend through data collection (CSI | NPS | VOC)
80% of the time in Conducting Customer Satisfaction Survey
individual or group
Service goal setting & Action Planning
Conducting NPS Survey
activities which allow
Developing survey questions Exercise: Service goal setting and strategy action planning
them to learn, develop
Collecting and analysing data according to all aspects learned i-e
and practice. A workbook
is used to facilitate the
Impact and importance of CSI & NPS 5 Service Dimensions all customers care about
programme. Developing strategy based on survey data results Customer Satisfaction Index
Exercise: Data collection, calculation, CSI determination, Net Promoter Score
Structured Experiential NPS calculation, Developing Strategy Statements Voice of Customer
Learning Exercises, Super SWOT for strategy development and adjustment
Learning Environment, SWOT analysis for service strategy improvement Customer Journey Mapping and process improvement
Role Plays, Games & Exercise: Conducting SWOT analysis to identify your Customer Centric Metrics & KPI’s
Simulation & Performance company’s service strengths, weaknesses, opportunities
Coaching, Team and threats. Developing strategy through creating
Presentations. Program end
relationships between internal and external factors that
Certificate presentation
influence service
Course evaluation
4
 Shahrukh Moghal is a Certified Trainer by PSMB Pembangunan Sumber
Manusia Berhad - Certificate # EMP / 1654. He has over 15 years of
experience servie 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
Shahrukh Moghal agent to team leader to internal trainer over a period of 6 years. Since then,
MIMM
he has been actively involved with developing agent and team leader skills
HRDF Approved
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 Customer Service Mindset training in URDU: https://youtu.be/kvPKDyl3paU

Shahrukh’s youtube channel: https://www.youtube.com/user/shahtrainer/videos
Everything about Shahrukh’s training programs: http://www.contactskills.com/shahrukh-moghal-training.html
To view TESTIMONIALS given by clients, please click here: http://www.contactskills.com/testimonials.html

Quality Input Resources Sdn Bhd (1092868-T)

7-15, PV15, 2A Jalan Danau Saujana, Off Jalan Gombak, 53300 Kuala Lumpur, Malaysia
M: 0123278240 Email: shahrukh@contactskills.com web: www.contactskills.com
 Shahrukh’s clients
1. Maxis Berhad – Call Centre Outbound Tele-Debt Collector and Team Leader 39. Gibraltar BSN Life Insurance Berhad – Formerly UniAsia Life - Call Centre Telesales
assessment and training 40. Corporate Information Travel –Telephone Techniques & Handling Difficult Callers
2. Reliance Berhad Call Centre – High Impact Telesales Skills (Assessment & Training) 41. HRDF – PSMB Call Centre Customer Care Excellence
3. Affin Bank Berhad Call Centre–Telephone debt collection skills 42. Gabungan AQRS Berhad – Communication Skills
4. HSBC Bank Malaysia Berhad – Branch TELESALES training of financial products 43. Marsh Insurance – Call centre customer service skills
5. HSBC Bank Malaysia Berhad Call Centre – CRM Telesales training for the DRM Team 44. 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
10. Malaysia National Insurance Call Centre – Telesales training for a Child Education Malaysia, NKF – National Kidney Foundation, WWF MALAYSIA, BUDIMAS – Charitable
plan fund for orphanages, SUKA SOCIETY - Set up to protect and to preserve the best
11. Legend Hotel Call Centre– Time Share appointment and Customer Service training 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
16. New Straits Times– Classified Ads-Call Centre & Face to face service (SHF), World Wildlife for Nature (WWF), Singapore Cancer Society (SCS), Singapore
17. Utusan Melayu Call Centre – Classified Advertising-Outbound Telemarketing Skills Senior Citizens’ Home (SASCO), Special Olympics Asia Pacific (SOAP), 365 Cancer
18. Elken Sdn Bhd – Counter Service / Effective Communication / Customer Service Prevention Society (365 CSP)
19. British American Tobacco – Effective Communication and Selling Skills (Kent)
20. Yellow Pages Call Centre – Telephone Appointment setting Skills 45. BHP Billiton – Customer Service Excellence
21. MNI Oneline Call Centre – Telesales and Teleservice training 46. Aeon Credit Services Sdn. Bhd. – Telesales for financial services
22. Zuellig Pharma Call Centre - Customer Service and Team Leader Training 47. Ekovest Berhad Highway Project – Call centre customer service
23. Eon Bank Call Centre – Debt collection and Call Centre Customer Service 48. Korean Airline – Concentrix – De-fusing angry customers for 2nd support level Team
24. AmAssurance Call Centre – Setting up a new Telesales Unit & Call centre training Leaders
25. RHB Bank Call Centre– Outbound Telesales Training 49. Wellings Pharmacy Penang – Customer Service in the Retail Environment
26. Maybank Group Contact Centre – Outbound Telesales Skills (Insurance products) 50. Schenker Logistics – Customer Service Excellence
27. OCBC Bank (Malaysia) Berhad – Outbound Telesales Skills transactional banking 51. MPI Generali – Customer Service Excellence – Level 1 & 2
28. Bank Rakyat Call Centre – Telesales and Service training 52. ELK Desa Capital Sdn. Bhd. – Debt collection through phone – contact centre
29. SP Setia – Outbound Telesales skills 53. Google Business Partner – Locus-T – Debt collection through phone , Telesales and
30. Bonuslink Call Centre – Outbound Telesales Skills & Inbound Customer Service Customer Service
31. Etiqa Insurance Berhad – Brand Delivery training campaign 54. KWSP – 3 sessions on Debt Collection Skills
32. CSC Malaysia Berhad BPO Call Centre– Inbound customer service agent and team 55. Khazanah Nasional Berhad – Enhancing Customer Experience
leader training 56. BankTechAsia 2018 & BigTechAsia 2018 – Conference Delegate & Sponsorship Telesales
33. Mitsubishi Motors Malaysia – Call centre Customer Service Skills training
34. Mimos Berhad – Mutiara Smart Computing – Call Centre Customer Service Skills 57. MCIS Insurance Berhad – Call centre customer service training and consultancy
35. Citylink Express Courier Call Centre– Call Centre Collection & Customer Service 58. UOB Bank (Malaysia) Berhad– SME Banking Telesales Training
Skills 59. Maybank Group Customer Care (MGCC) – Live Chat Customer Support Skills
36. POS Malaysia Call Centre – Pos Laju Call centre debt collection skills 60. Multi Trans Sdn. Bhd. – Telephone Appointment Setting Skills
37. Sunlife Insurance – Call Centre Customer Service Skills & debt collection skills 61. Akademi PKNS – Debt Collection Skills
38. DKSH Malaysia – Call centre agent assessment and one to one coaching 62. Kertih Terminals Sdn. Bhd. – Customer Service Strategy training for HODs.
63. Appraisal Property Management Sdn Bhd – Service Strategy & Culture for HODs
64. Zameen.com Pakistan – Workshop on Customer Centric Mindset & Culture
65. Marriott Islamabad Pakistan – Workshop on Customer Interaction Skills 6
 Marriott Islamabad
Interactive Customer Communication & Developing a
customer centric service mindset
ZAMEEN.COM LAHORE
Developing a customer centric service mindset

Quality Input Resources Sdn Bhd (1092868-T)

7-15, PV15, 2A Jalan Danau Saujana, Off Jalan Gombak, 53300 Kuala Lumpur, Malaysia
M: 0123278240 Email: shahrukh@contactskills.com web: www.contactskills.com
7
 Quality Input Resources Sdn Bhd (1092868-T)
7-15, 2A Jalan Danau Saujana, Off Jalan Gombak, 53300 Kuala Lumpur, Malaysia..
Whatsapp: 0123278240 Email: shahrukh@contactskills.com web: www.contactskills.com

Proposal acceptance
We, _________________________________, hereby accept and agree to have Quality Input Resources Sdn Bhd
conduct the session namely Developing & implementing customer centric service strategies according to the
details below:

Program name: Developing & implementing customer centric service strategies

Duration: 2 days
Conducted by: Shahrukh Moghal – HRDF Approved Trainer
Fee structure: USD3000 per day X 2 days = USD6000
Terms: In case of outstation training, the trainer’s travel to and from Kuala Lumpur and accommodation are
borne by the client.
An invoice to that effect shall be submitted upon confirmation of our selection to conduct this
training program.

Proposed by: Accepted by:

Shahrukh Moghal Name:_________________________________

Principal Consultant Title: _________________________________
Quality Input Resources Sdn Bhd Company: ______________________________

_________________________ _______________________________________
Signature Signature & Chop:
18/12/2019