Welcome to our Telephone Techniques training page :


Telephone etiquette is the most under-rated skill in communication as it does not involve face-to-face interaction or the written word, the 2 areas where most training in business communication is concentrated.

However, with the rapid changes in the modes of modern communication particularly in mobile phone technology and the new ways of doing business globally such as the outsourcing of call centers, telephone skills are fast gaining recognition as a necessary and important skill in today’s world.

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Learn how to project a positive image of themselves and their employer organization
Provide courteous and people-oriented telephone services
Learn empathic listening
Understand and handle difficult people and address their concerns, issues and complaints
Enhance personal and organizational productivity through effective telephone handling
Stay cool, calm and collected
Avoid potential adverse reputational issues arising from mishandling telephone calls

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Executives for whom the telephone plays an important role in business lives especially those whose main source of communication is through the use of either fixed lines or mobile telephones. It is also useful for those who feel that their business, or for that matter, private lives can be enhanced by a deeper understanding and appreciation of the subtle intricacies of communication via telephone.

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This program content has been designed to include a combination of simulations, activities and exercises in order to support the above listed understanding, approach and objectives. Details follow:

Basic Telephone etiquette
Use effective call greetings as a caller and receiver
Use appropriate language during telephone conversations

Use an effective approach to handle special telephone tasks like:
Call transfers
Taking messages
Call backs
Holds
Interruptions
Unintentional disconnects

Impactful Telephone Communication
Active Listening
Understanding Customer Expectations - EMPATHY
Probing Skills – Questioning techniques
Dealing with difficult / angry customers
Developing 2 way communication
Articulate Speaking

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This programme employs adult learning techniques which include fun active learning strategies to facilitate understanding and retention. Participants will spend 80% of the time in individual or group activities which allow them to learn, develop and practice. A workbook is used to facilitate the programme.

  Structured Experiential Learning Exercises, Super Learning Environment, Role Plays, Games & Simulation & Performance Coaching, Team Presentations.

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Shahrukh Moghal training in Malaysia

Shahrukh Moghal is a Certified Trainer by PSMB Pembangunan Sumber Manusia Berhad Certificate EMP 1654 He has over 20 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 (scheme for fresh graduates Shahrukh is actively involved in developing agent and team leader skills in in the contact centre environment To date, he has helped close to 90 large contact centres upgrade the skills of their telesales, customer service and debt collection agents and team leaders.

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 Especially in Contact centre customer service, Face to face customer service, Telesales and Debt collection through phone.

His training style revolves around Concepts, Application, Reflection and most of all FUN!! His training sessions are filled with an air of positivity and motivation for the participants.

Shahrukh’s youtube channel including frontliner skills development modules is as follows:
https://www.youtube.com/user/shahtrainer/videos

To view TESTIMONIALS given by clients, please click here:
http://www.contactskills.com/testimonials.html

In depth and detailed profile is available upon request.

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HSBC Bank Malaysia Berhad – Branch Sales training of financial products
Honda Malaysia Sdn. Bhd. –Call Centre Customer Service
Elken Sdn Bhd–Counter Service - Effective Communication / Customer Service
Google Malaysia –Locus-T –Debt collection through phone , Sales and Live Chat
Zuellig Pharma Call Centre -Customer Service and Team Leader Training
British American Tobacco –Effective Communication and Selling Skills (Kent)
Etiqa Insurance Berhad – Brand Delivery training campaign
CSC Malaysia Berhad BPO Call Centre –Inbound customer service agent and team leader training
Mitsubishi Motors Malaysia –Call centre Customer Service Skills
Mimos Berhad –Mutiara Smart Computing –Call Centre Customer Service Skills
Schenker Logistics –Customer Service Excellence
Lenovo Malaysia –Contact Centre Customer Service (Live chat customer support)
Perodua–Enhancing Customer Experience
DKSH Malaysia –Call centre gent assessment and one to one coaching
Corporate Information Travel –Telephone Techniques & Handling Difficult Callers
HRDF –PSMB Call Centre Customer Care Excellence
Gabungan AQRS Berhad –Communication Skills
Coway Malaysia – Live Chat Customer Support
Marsh Insurance –Call centre customer service skills
BHP Billiton –Customer Service Excellence
Ekovest Berhad Highway Project –Call centre customer service
Korean Airline –Concentrix –De-fusing angry customers for 2nd support level Team Leaders
Wellings Pharmacy Penang –Customer Service in the Retail Environment
MPI Generali –Customer Service Excellence –Level 1 & 2
Khazanah Nasional Berhad –Enhancing Customer Experience
MCIS Insurance Berhad –Call centre customer service training and live chat
Maybank Group Customer Care (MGCC) –Live Chat Customer Support Skills
Kertih Terminals Sdn. Bhd. –Customer Service Strategy training for HODs.
Appraisal Property Management Sdn Bhd –Service Strategy & Culture for HODs
Zameen.com Pakistan –Workshop on Customer Centric Mindset & Culture
Marriott Islamabad Pakistan –Workshop on Customer Interaction Skills
Tenaga Nasional Berhad –Malaysian Power –Customer Centric Mindset & Culture
KPJ Seremban Specialist Hospital –Customer Service Excellence
Fiberail Sdn. Bhd. –Customer Care Excellence
Prudential BSN –Transforming Customer Experience
Tenaga Nasional Berhad –Transforming Customer Experience
Shopee Singapore – Live Chat Customer Support

To view the training content / outline, please click below:
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Reliance Berhad Call Centre –High Impact Sales Skills (Assessment & Training)
HSBC Bank Malaysia Berhad Call Centre –CRM Sales training for the Direct Relationship Management Team
ING Insurance –Employee benefit sales and service skills
The Bank of Nova Scotia Berhad –Financial products Sales
Malaysia National Insurance - Call Centre–Sales training for a Child Education plan
Google Malaysia –Locus-T –Debt collection through phone , Sales and Customer Service
Legend Hotel Call Centre –Time Share appointment and Customer Service training
Palace of the Golden Horses -Time Share Sales
Bumiputra Commerce Bank Berhad Call Centre –Phone Banking Sales
Malaysian Oxygen Berhad Call Centre –Call Centre Sales & Teleservice
Malaysia Airlines Golden Boutiques –Buy n Fly card Sales training
New Straits Times – Classified Ads -Call Centre & Face to face service
Utusan Melayu Call Centre –Classified Advertising-Outbound Telemarketing Skills
Yellow Pages Call Centre –Telephone Appointment setting Skills
MNI Oneline Call Centre –Sales and Teleservice training
Am Assurance Call Centre –Setting up a new Sales Unit & Call centre training
RHB Bank Call Centre –Outbound Sales Training
Maybank Group Contact Centre –Outbound Sales Skills (Insurance products)
OCBC Bank (Malaysia) Berhad –Outbound Sales Skills transactional banking
Bank Rakyat Call Centre –Sales and Service training
SP Setia –Outbound Sales skills
Bonuslink Call Centre –Outbound Sales Skills & Inbound Customer Service
Gibraltar BSN Life Insurance Berhad –Formerly Uni Asia Life -Call Centre Sales
Aeon Credit Services Sdn. Bhd.–Sales for financial services
BankTechAsia2018 & BigTechAsia2018 –Conference Delegate & Sponsorship Sales training
UOB Bank (Malaysia) Berhad –SME Banking Sales Training
Multi Trans Sdn. Bhd. –Telephone Appointment Setting Skills
Jobstreet.com –Sales Skills
SenHeng Electric –Sales Skills
GKK Consultant Sdn. Bhd. –Sales Skills
Netherlands Maritime University College –Telephone Selling Skills
Royal Canin Malaysia –Telesales training
Alliance Bank Malaysia Berhad –Virtual Selling & Telephone Appointment Setting
Shell Global –Telesales & Team Leadership Skills for Poland, Austria, Germany, Malaysia
IIUM –International Islamic University Malaysia –Telesales training
Putra Business School –Virtual Presentation Skills
Hong Leong Asset Management –Virtual Presentation Skills
Carsome Sdn. Bhd. –Telesales Team Leadership Skills

To view the training content / outline, please click below:
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Maxis Telecommunications Berhad – Call Centre Outbound Tele-Debt Collector and Team Leader assessment and training
Google Malaysia –Locus-T –Debt collection through phone , Sales and Customer Service
Affin Bank Call Centre–Telephone debt collection skills
Sunlife Insurance –Call Centre Customer Service Skills & debt collection skills
KWSP–Employee Provident Fund (Gov’t) - 3 sessions on Debt Collection Skills
Kudrat Partners –Debt collection through phone
Hong Leong Bank Call Centre –Sales & Debt Collection Skills
Eon Bank Call Centre – Debt collection and Call Centre Customer Service
Citylink Express Courier Call Centre–Call Centre Collection & Customer Service Skills
Malaysian Post Office Call Centre –Pos Laju Call centre debt collection skills
ELK Desa Capital Sdn. Bhd. –Debt collection through phone –contact centre
Akademi PKNS –Debt Collection Skills
Centreside Express Maritime –Debt collection skills
Protech Builders –Debt collection
Epic Chemicals Sdn Bhd -Debt collection
Cenviro Services Sdn Bhd –Debt collection through phone
Len min steel sdn bhd -Debt collection

To view the training content / outline, please click below:
Request for proposal


Our vision

Facilitating Customer Delight through Professionalism in Human Capital Development

Our mission

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


Our values

Honesty, Integrity, Sincerity

Contact

Quality Input Resources Sdn. Bhd.
Contact person: Shahrukh Moghal
M: +60123278240
Email: shahrukh@contactskills.com