Enhancing Customer Experience

Front office, Counter Service, Call centre & More…

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

21/12/2019

Quality Input Resources Sdn Bhd

7-15, PV15, 2A Jalan Danau Saujana, Off Jalan Gombak, 53300 Kuala Lumpur, Malaysia.
Whatsapp: +60123278240 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
Methodology 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!

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
Interactive Service Communication through customers
Active Listening During this module, we identify and practice the
There is a strong link between effective crucial steps in calming and directing an angry or
listening and professional telephone service. irate 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
Developing a service dialogue phone
Articulate speaking
Empathy Mastering and Applying Voice Characteristics
Understanding customer’s perspective, Tone, Pitch, Rate of Speech and Volume
emotions, wants and needs (Activity-The Blindfold)
Learning to use empathic dialogue to
develop trust Email Writing Skill & Best Practices
Video & De-briefing Group exercise

Probing Skills Positive body language in service interactions

The art of asking the right questions to
Conveying non-verbal impressions
identify and understand underlying
Activity – Synchrony vs Dyssemia
customer issues
Probing beyond the obvious Slide presentation – Do’s & don’ts of body
Activity – Airplane Contract language

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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 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 5
 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
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 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 Enhancing Customer Experience according to the details below:

Program name: Enhancing Customer Experience

Duration: 2 days
Conducted by: Shahrukh Moghal – HRDF Approved Trainer
Fee structure: USD2000 per day X 2 days = USD4000
Terms: In case of outstation training, the trainer’s travel and accommodation to and from Kuala
Lumpur are borne and arranged 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