GET FREE 1-HOUR WORKSHOP.. IN-HOUSE TRAINING PROPOSAL.. VIEW TESTIMONIALS.. VIEW SHAHRUKH'S PROFILE
Overall mindset for live chat performance enhancement
Why live chat training?
Live Chat provides convenience, speed and reduction in the customer’s effort to reach us. Being a major customer service channel, it requires specific skills in order to improve customer experience. It might seem that chat is simple, easy, no problem!! However chats, unlike words, stay in the customer’s possession. A quick copy / paste by the customer to the wrong people or media can enhance or destroy a company’s reputation. With Customer Satisfaction as the main objective, the chat agent needs focused training on soft skills such as greeting, opening, setting the tone, probing, understanding, critical reading, providing answers and solutions, wrapping up the chat and personalized good bye’s
Who should attend
This program is prepared for customer service representatives and their supervisors who are responsible for webchat customer support
Objectives
Write to impress using professional chat etiquette
Design personalized shortcuts or canned messages
Learn how to escalate the chat to a different agent or channel
Adhere to best practices for managing live chats
Apply empathy, probing and critical reading during live chat.
Develop an understanding of Webchat KPI's & and how to adhere to them
Polish your personal touch to build closer relationships with customers
Training content / outline
Elements of Live Chat Competency:
Attitude
Skills
Knowledge
Reading & Responding (Alternative to Active Listening in voice channel)
New Canned messages shall include acknowledgment dialogue.
Empathy
Understanding the customer’s perspective
New Canned messages shall include impactful empathic statements that help produce pleasant customer interactions, develop trust and confidence.
Probing Skills
The art of asking the right questions to identify and understand underlying customer issues.
New Canned questions shall include open and closed ended questions to give the customer a chance to fully explain the situation.
Handling complaints / De-fusing angry customers
Chat skeleton
Greet, read to understand, probe & clarify, empathize, solve, provide future self-help instructions (if applicable) and end the interaction efficiently
Developing new, or assessing existing, shortcuts or canned messages for the following components of a webchat:
Greeting - General greeting, Greeting repeat visitors
Apologizing - Apologizing for issues, Unable to meet requests
Transferring - Suggesting transfer, customer requesting to transfer
Putting customer on hold - In the middle of chat, In the queue, Thanks for waiting etc
Asking for additional information. For example:
general,
verification,
account information etc.
Giving information
and more..........
Practice session to identify correct soft skills & canned responses according to various situations
Back to top
According to Dash, the training was fantastic. She had a good time. Even though she has been in the Service industry for 15 years, she felt she still learned new things during this program. To her, the highlight was Shahrukh's L.I.S.T technique to create a smooth conversation flow with the customer. Hence, enhancing customer convenience in interacting with us.
Testimonial for Shahrukh's telesales training. One week after the training, an interview with the Head of Telemarketing at Affin Bank - Mr. Prem Kumar, about the training impact and increase in sales.
How Shahrukh's Consultative Sales training approach helped Google Adwords and alibaba.com sales teams increase revenue. Here is what their ace performer has to say about his customer interaction after the training. Watch the video.
The live chat customer support team at Coway Malaysia feels that this program will help them improve their level of communication. Also, the short cuts / canned messages developed in the classroom will help them communicate with their customers at a more human level. The previous shortcuts lacked feeling or the human touch.
A tough debt collection situation. These finance company collection agents are collecting debt from blacklisted customers. This involves training on elements of persuasion beyond a basic collection approach. How did their life become easier while collecting from such individuals after Shahrukh's training? Watch the video.
Testimonial for Shahrukh's telesales training. One week after the training, an interview with the Head of Telemarketing at Affin Bank - Mr. Prem Kumar, about the training impact and increase in sales.
How Shahrukh's Consultative Sales training approach helped Google Adwords and alibaba.com sales teams increase revenue. Here is what their ace performer has to say about his customer interaction after the training. Watch the video.
The live chat customer support team at Coway Malaysia feels that this program will help them improve their level of communication. Also, the short cuts / canned messages developed in the classroom will help them communicate with their customers at a more human level. The previous shortcuts lacked feeling or the human touch.
A tough debt collection situation. These finance company collection agents are collecting debt from blacklisted customers. This involves training on elements of persuasion beyond a basic collection approach. How did their life become easier while collecting from such individuals after Shahrukh's training? Watch the video.
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
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 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)
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
Shahrukh Moghal - Managing Consultant
Quality Input Resources Sdn Bhd
Unit 13-G, Jalan OP 1/2,
1 Puchong Business Park, 47160,
Puchong, Selangor, Malaysia.
M: 0123278240 Email: shahrukh@contactskills.com
web: www.contactskills.com
