TRAINING DETAILS

Program Overview

Training delivery is combined with a customized debt collection script. Training flow follows:

PROBE: The art of uncovering customer issues through strategic questioning skills
LISTEN: There is a strong link between effective listening and increased collections. We learn how to understand the customer's side of the story through Active Listening
EMPATHIZE:-Develop emotional intelligence and the niche for looking at the world from the customer's point of view
ARTICULATE: Learn to use voice and words in a way to generate customer reactions such as sense of relaxation, relief, peace of mind and above all...trust. Utilize various elements of voice such as tone, pitch, inflection, volume and rate of speech in order to calm and direct difficult customer situations
SOLVE: Script development phase. Resolve the overdue account situation through developing a targeted debt collection script.
END: End the interaction with an Extra Miler to give the customer a chance to express need further. Open the door for your next follow up call.
Rebuttal statements for existing and anticipated objections and scenarios
Dynamic Role play and Debt collection call flow practice
Certificate Presentation

Debt collection dialogue assessment

Is your dialogue logically sequenced?
Is your tele-debt collector talking too much or not talking enough?
Is your call opening impactful?
How much of the script is asking customers to express truth about their situation, pain points and more?
Are non-payment consequences used strategically and effectively throughout your script?
Is your script able to generate Attention, Interest, Desire and Action?
Is empathy injected in your collection dialogue?

Program objectives

By the end of this program the participants shall:

Plan and Structure collection calls more effectively
Understand the elements of consultative communication and improve skills in this area
Discover opportunities to guide customers towards suitable payment arrangements
Improve probing and listening skills
Make a conscious effort to understand the customer’s environment in order to convince and create impact
Be genuinely interested in the customer’s questions and remarks in order to continue fruitful 2-way communication for longer periods of time
Collect better using empathy
Recognize each customer’s unique telephone personality and adjust accordingly
Be smart about collection signals but practice patience in the voice tone
Understand various types of probing questions and be able to apply suitable questions according to the flow e.g fact finding questions, leading, requesting for payment etc.

Methodology

100% Activity based training
Group discussions
Case studies
Interactive storytelling
Video presentation

TESTIMONIALS

Testimonial video Telesales Training


Testimonial video Debt Collection training

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

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

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

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

Mohd Rozlan Aziz – Harvey Norman

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

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

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

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

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

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

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

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.

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

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

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

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

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

VIDEO LIBRARY

Project Presentation
Debt collection training

Project Presentation
Tele-customer service

Debt collection training
Introduction video

Project Presentation
Telesales training

Shahrukh's framework for
contact centre training

Example of participant
interaction in his class

Shahrukh's Profile

Shahrukh Moghal  is a Certified Trainer by PSMB Pembangunan Sumber Manusia Berhad - Certificate # EMP / 1654. He has over 15 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 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.

 

Shahrukh is the man behind The PLEASE!™ andLEAP!™ 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. 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 is the man behind The PLEASE!™ 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. Shahrukh’s youtube channel including frontliner skills development modules is as follows: http://www.youtube.com/channel/UC067zunxivllLuOICKJ9f4gTo view TESTIMONIALS given by clients, please click here: http://www.contactskills.com/testimonials.html

Shahrukh’s 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 training for the DRM Team
Hong Leong Group Call Centre – Finance, Bank, Assurance and Customer Service
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 – Sales 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
Malaysian Oxygen Berhad  Call Centre – Call Centre Telesales & Teleservice
Malaysia Airlines Golden Boutiques – Buy n Fly card telesales training
New Straits Times– Classified Ads-Call Centre & Face to face service
Utusan Melayu 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)

Shahrukh’s clients continued.........
Yellow Pages Call Centre – 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 – 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– Ensuring contact centre success
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 Customer Service Skills
POS Malaysia Call Centre – Pos Laju Call centre debt collection skills
Sunlife Insurance – Call Centre Customer Service Skills
DKSH Malaysia – Call centre agent assessment and one to one coaching
Gibraltar BSN Life Insurance Berhad – Formerly UniAsia Life - Call Centre Telesales
Corporate Information Travel – Service Based 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 & Retention Skills 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
MPI Generali Insurance – Customer Care Excellence
Google Malaysia Business Partner – Locus-T – Telephone Appointment Setting and Call Centre Team Leadership Skills
Google Malaysia Business Partner – Locus-T – Customer Service Skills and Serivce Team Leadership Skills
ELK Desa Capital Sdn. Bhd. – Hire Purchase Debt Collection Skills through the phone
MCIS Insurance – Call Centre Customer Service consultancy & training
KWSP – EPF Debt Collection Enforcement training