Shahrukh Moghal
Lead Trainer, Contact Skills
HRD Corp accredited trainer and the creator of the PLEASE!™ and LEAP!™ workshops, helping frontline teams and their leaders deliver better customer conversations since 1997.
- HRD Corp Accredited Trainer
- PSMB Certified Trainer (EMP 1654)
- Creator of PLEASE!™ and LEAP!™
About Shahrukh
Shahrukh has been developing agents and team leaders in the contact centre environment since 1997.
He is accredited and certified by the Human Resource Development Corporation (HRD Corp), under the Ministry of Human Resources, Malaysia, and is a Certified Trainer by PSMB (Pembangunan Sumber Manusia Berhad), Certificate EMP 1654. To date, he has helped over 100 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 use winning customer interaction tools in contact centre customer service, face-to-face customer service, telesales and debt collection over the phone.
His training style revolves around Concepts, Application, Reflection and, most of all, Fun. His sessions are filled with an air of positivity and motivation for the participants.
PLEASE!™: a proven sequence for every customer conversation.
Shahrukh's signature workshop trains frontliners in contact centres, face-to-face service, telesales and collections to handle every interaction with confidence.
- PProbeAsk the questions that uncover what the customer really needs.
- LListenHear the full picture before responding.
- EEmpathizeShow the customer you understand how they feel.
- AArticulateExplain clearly and confidently.
- SSolveDiscuss and agree the right solution with the customer.
- EEndEnd the interaction on a positive, professional note.
Subscribe to Shahrukh's YouTube Channel
Short, practical videos on customer service, sales and using AI at work.
Programs led by Shahrukh Moghal
Every program is tailored to your team, your customers and your targets.
AI Powered B2C Sales Mastery
B2C customers today move quickly between channels, brands and options. They expect instant responses, personalised offers and emotionally intelligent conversations whether they are in a store, on the phone, on WhatsApp, live chat or social media.
Sales & Marketing View program AI-poweredAI Powered Presentation Mastery
In today’s fast-moving environment, professionals are expected to present ideas clearly, confidently and persuasively – whether in meetings, briefings, pitches, reviews or virtual sessions. Audiences have limited attention, high expectations and many competing priorities.
Communication & Presentation Skills View program AI-poweredAI-Powered B2B Sales Mastery
B2B buyers today expect clarity, speed, insight and value in every interaction. Traditional sales approaches are no longer enough.
Sales & Marketing View program AI-poweredAI‑Driven Customer Service Performance
Exceptional customer service remains one of the strongest differentiators in today’s competitive landscape. Customers expect faster responses, personalized interactions and seamless resolutions – regardless of channel.
Customer Service & Contact Centre Training View program AI-poweredAI‑Powered CX Contact Centre Team Leadership Skills
CX contact centres operate in a high‑pressure environment where customers expect fast, accurate and empathic responses across every interaction.
Customer Service & Contact Centre Training View program AI-poweredAI‑Powered Telesales Team Leadership Skills
Telesales environments are high‑pressure, target‑driven and fast‑moving. Team Leaders must balance daily sales targets, coaching responsibilities, performance management and motivation while managing diverse personalities and fluctuating lead quality.
Sales & Marketing View programCall Centre Team Leader Skills
Team Leader’s role and objectives Accountable for day-to day performance through managing staff and developing innovative strategies to achieve more sales or appointments Coach and develop agents through “side-by-side” and recorded calls and follow-up with critique to improve results Encourage and facilitate individual strengths within the group Provide feedback and suggestions after calls.
Customer Service & Contact Centre Training View programContact Centre CX Excellence
Many organisations invest heavily in contact centre training, yet customer complaints, repeated calls, and escalations continue. The reason is simple.
Customer Service & Contact Centre Training View programCustomer Satisfaction Survey Strategy Workshop
Executive summary This 3-day workshop aims to provide the participants with hands-on implementable knowledge of the concepts of customer-centricity and its relationship with customer satisfaction and experience.
Customer Service & Contact Centre Training View programCustomer Service
SHARPEN YOUR SKILLS Lean and apply proven customer care techniques, behaviour and attitude. Get customers to like you and form postive impressions of you and your organisation Testimonial video - Touch n Go Malaysia According to Dash, the training was fantastic.
Customer Service & Contact Centre Training View programDebt Collection Skills
This training project takes a practical approach in terms of enhancing skills that are imperative for debt collectors to INCREASE COLLECTION REVENUE.
Customer Service & Contact Centre Training View programHandling Complaints
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.
Customer Service & Contact Centre Training View programHigh Impact Presentation Skills
This 2-day instructor led training program focuses on enhanced rapport building skills including probing, persuasiveness, empathy, active listening, articulate speaking including voice, body language and power words.
Communication & Presentation Skills View programInterpersonal Skills
The ability to maintain positive relationships is a fundamental element of professional success. This training includes essential tools and insights needed to communicate effectively, build strong connections, and collaborate seamlessly.
Communication & Presentation Skills View programLive Chat & Web Chat Customer Service
Live chat customer service training covering empathy, probing and critical reading skills to improve webchat customer experience.
Customer Service & Contact Centre Training View programSelling Skills
Sales professionals are a unique breed that has to be thick skinned to deal with cold calling objections and sales rejections.
Sales & Marketing View programTelephone Techniques, Phone Etiquette
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.
Communication & Presentation Skills View programTelesales & Cold Calling
This program is designed for Telesales Executives and their Team Leaders. Telesales professionals are a unique breed that has to be thick skinned to deal with objections and rejections.
Sales & Marketing View programWhat clients say about training with Shahrukh
Read all testimonials
Shahrukh has trained over 200 of our outbound telesales executives. 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.
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 has a certain dynamism about him that keeps us interested throughout the training. I enjoyed the pipeline module the most. It helps prioritize my client list.
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.
Bring Shahrukh to your team.
Tell us about your people and your goals. A detailed trainer profile is also available on request.
Request a Proposal