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
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.
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.
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
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
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