Difficult situations are inevitable in a service industry especially when we deal with various customers who are bent on getting their way. A complaint is basically an expression of customer distress towards a situation that differs from his expectations of the service rendered. Although a complaint implies negative ramifications, it actually presents the service provider with the opportunity to offer redress and restore a customer confidence, as well as attaining customer satisfaction. Neglect or mishandling of a complaint would have serious repercussions to the service organization by way of loss of customer and subsequent damage to the organization's reputation. The difference between the service rendered is easily measured by the method of handling complaints and recovering from difficult situations.
Who should attend
This programme would be highly beneficial to Managers, Executives, Officers and Supervisors who are involved in the food and drink industries, manufacturers, service providers
Understand the reasons customers become difficult and work towards preventing such situations.
Foster discussions and understanding on the nature of a dissatisfaction.
Understand and manage our emotions when dealing with different types of customers.
Value and welcome complaints as opportunities to provide redress and attain customer trust and satisfaction.
Respond to criticism better.
Acquire skills to handle difficult customers.
Learn to say YES! Even when it seems like a NO!
Know the usage of correct words, tone and body language when dealing with various types of difficult customers.
Know the necessary steps to be taken to solve a complaint (listen, understand, identify, discuss solutions and solve).
Employ effective EQ listening skills in handling various customer types
Employ powerful service recovery methods to renew customer confidence and increase loyalty.
100% Activity based training
VIDEO TESTIMONIALS & GENERAL LIBRARY
Testimonial video Telesales Training
Project Presentation Debt collection training
Debt Collection training
Debt collection training Introduction video
Project Presentation Telesales training
Shahrukh's framework for contact centre training
Example of participant
interaction in his class
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
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 BerhadCall Centre –Phone Banking telesales Malaysian Oxygen BerhadCall 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:
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
Facilitating Customer Delight through Professionalism in Human Capital Development
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
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.