Training

Consultancy

Public Workshops

24 Jalan 10/21D, Medan Idaman, Setapak Garden, 53100 Kuala Lumpur, Malaysia 1 T: 603-23326665 F: 603-40240240 M: 012-3278240 email: shahrukh@contactskills.com www.contactskills.com

From design to delivery we work closely with you to deliver learning that provides the business return youre looking for, often with additional benefits alongside. How do we do this? The approach is simple: We believe in providing innovative yet practical learning solutions that achieve measurable results We Keep it Practical Our courses are tailored to be truly relevant to your business and youll return to work confident in your new understanding. Focus on Learners our methods are proven to bring about behavioural change Push the Boundaries Our approach is to give learners a safe environment in which they can stretch their comfort zone without any fear. Empower Learners We provide learners with the means to continue changing wherever they are. This will ensure that they take responsibility for their own performance. Best Practice Our learning is tried and tested. All our trainers have been there and done it which makes them an invaluable mentor in transferring learning out of the science and into real life. Measurement to check weve met your objectives.

Vision
To be the leader in satisfying client requirements in training and outsourcing services

Mission
To provide leading edge customized training solutions in each campaign To ensure a mutually profitable business relationship with each client in call centre outsourcing services

Values
Honesty, Integrity, Sincerity

Content

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2011 Public Workshop Calendar Management and Executive Development Results Oriented Telesales Telesales Team Leadership Skills Tele-service / Customer Service Skills Tele-service Team Leadership Sales Executive Development Face to Face Communication Our outsourced Call Centre Professional Fee Structure About the Consultant Our Clients

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2011 Public Seminar Calendar conducted at Grand Seasons Kuala Lumpur

DATES
Jan 18-19 Jan 25-26 Feb 8-9 Feb 9-10 March 16-17 March 21-22 March 23-24 April 11-12 April 14-15 April 18-19 April 21-22 May 16-17 May 19-20 May 23-24 May 26-27 June 14-15 June 16-17 June 20-21 June 23-24

TRAINING PROGRAM
Customer Service Excellence Impactful Telemarketing Skills Supervisory Development Program Customer Service Excellence Enhancing leadership skills in managers Train the Trainer The Winner's Mindset - A Motivational Boost Customer Service Excellence

SPEAKER
Shahrukh Moghal Shahrukh Moghal Rais Rajan Shahrukh Moghal Rais Rajan / SK Lim Rais Rajan Suresh Dhawan Shahrukh Moghal

Supervisory Development Program

High Impact Selling Skills It's a Deal! Winning Negotiation Strategies Enhancing leadership skills in managers Train the Trainer The Winner's Mindset - A Motivational Boost Impactful Telemarketing Skills Customer Service Excellence Supervisory Development Program

Rais Rajan
Anita Shanmugam Rais Rajan / SK Lim Rais Rajan / SK Lim Rais Rajan Suresh Dhawan Shahrukh Moghal Shahrukh Moghal Rais Rajan

Power Presentation & Speaking Skills

Business Writing Skills

Rais Rajan
Anita Shanmugam

Top Management Workshops

Strategic Direction

Creative Thinking
Mind Mapping

Management & Executive levels

Customer Focus Effective Coaching Problem Solving / Decision Making Leading & Developing People Managing Change Interpersonal Skills Driving Creativity & Innovation Developing effective Marketing Strategies

Non - Executive level

Phone Etiquette English language

Developing a positive mental attitude

Administrative Management Skills Business writing skills 5

Program Objectives
1. 2. 3. Enjoy an exciting level of motivation Structure telesales calls more effectively Understand the elements of successful telephone communication and improve skills in this area Begin to realize their true potential Improve questioning and listening skills Identify customers real needs through probing and match with appropriate benefits through correct usage of voice. Create an action plan for success Crave for success Develop themselves personally and professionally Experience a positive mental attitude Resist the temptation to get sucked into de-motivation Increase Productivity, Performance, Profits

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Program Content
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. Introductions and ice breaking Effective Telesales Communication Active Listening and Articulate Speaking The art of probing for needs exploration Motivation Exercises Definition of success Developing 10 Commandments towards successful Telesales Developing 2-way communication Skills in persuasion Overcoming fear Developing the Telesales Script Developing role plays Conducting role plays
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Responsibilities
Driving force behind any successful telesales operation. Plans activities, monitors and evaluates performance Tracks statistics, analyzes databases Ensures smooth administration of the telesales operation Develops creative and effective motivational strategies Understands the teams current stage of development Is flexible enough to adjust leadership styles according to the teams current stage of development Implements motivational coaching techniques through highly developed communication skills Trains and develops staff of required skills

Program Content
Telesales team development and synergy through leadership styles Recruitment strategies if applicable Coaching for success Designing and editing telesales scripts for new campaigns Developing facilitation skills Call monitoring techniques Call performance evaluation Statistics tracking Motivating the Telesales executives Understanding the use of telesales management tools Conducting motivating morning briefings
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Tele-service / Customer Service Skills

Program Objectives
1. Understand the elements of successful customer communication and improve skills in this area 2. Structure customer contact more effectively 3. Improve questioning and listening skills 4. Identify customers real issues and match with appropriate solutions 5. Build better relationships with customers using empathy 6. Recognize each customers unique personality and tailor dialogue accordingly 7. Identify their own stress triggers and develop action plans to overcome them 8. Learn how their own body language can improve communication with customers 9. Understand the importance and impact of the telephone as a service tool 10. Learn effective telephone techniques through live call role plays

Program content is on the next page

Program Content
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Service level diagnosis What makes a Customer Service professional? Your personal service checklist Understanding Customer Behaviours Empathy in Service Effective Verbal Communication Active Listening Articulate Speaking Voice Characteristics in Communication Practicing Tone, Pitch, Volume and Rate of Speech Probing Skills Handling complaints / Dealing with angry customers Internal Customer Service Assertiveness in customer service Managing Stress Developing 2-way communication to get the customer to talk Developing and conducting role plays

Tele-service Team Leadership

Key responsibilities
1. 2. 3. 4. 5. 6. 7. 8. Supervising daily activities of Tele-Service agents Call monitoring in order to identify improvement opportunities and disciplinary issues Conducting regular coaching, evaluation and counseling sessions with team members On going training and motivation Demonstrate high levels of leadership skills Maintain a customer focus at all times Develop and deliver regular performance reports Take customer calls on an ad-hoc basis

Program Content
1. 2. 3. 4. 5. 6. 7. 8. Coaching for performance Empathy in Team Leadership Team Development and synergy Leaderhip Skills and style adjustment Interpersonal Communication Developing Customer Focus Results oriented motivation Facilitation Skills

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1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11.

Structure sales encounters more effectively Understand the elements of successful sales communication and improve skills in this area Cross Sell other products if required Improve questioning and listening skills Identify customers real needs and match with appropriate benefits. Sharpen their closing skills in order to clinch the sale. Handle objections effectively and treat them as new opportunities Build better relationships with difficult prospects using empathy Recognize each prospects unique personality and tailor offering accordingly Seek buying signals and act accordingly Increase Productivity, Performance, Profits

Program content
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. The appointment setting call greeting, introduction etc Effective Sales Communication Probing for needs exploration Understanding features vs benefits Developing benefit statements Benefits selling Trial close Closing Skills Gaining Commitment Handling Objections Persuasiveness Skills Developing 2-way communication the consultative approach Developing the Sales Call flow guide through work exercises Practicing the Sales Call Flow guide for role plays Conducting role plays

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Sales Executive Development

Program Objectives

Face to Face Communication

Program Objectives
1. 2. 3. 4. 5. 6. 7. 8. Understand the elements of successful communication and improve skills in this area Improve listening and Speaking skills Recognize each persons unique personality and tailor behaviour accordingly Identify opportunities to be spontaneous in order to keep listeners interested Learn how their own body language can improve communication Understand the importance and impact of asking the right questions at the right time Learn to relax during communication Increase performance through excellent communication skills

Program Content
1. 2. 3. 4. Understanding various communication styles Effective Verbal Communication voice training Active and effective listening Reducing emotional distance through effective use of body language 5. Asking the right questions at the right 6. time 7. Developing effective questioning 8. strategies 9. Calming and directing angry people 10. Developing 2-way dialogue 11. Empathy in communication 12. Being persuasive through empathy

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Our outsourced call centre is ready to assist you in your customer contact related services. Let our expert call centre agents communicate with your customers and enhance service impressions.

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Training fees
RM4500 per day - confirmation of one program only RM4250 per day confirmation of 2 programs

RM4000 per day confirmation of multiple sessions beyond 2 programs

Call Centre Services fee

This fee structure depends on the intensity of the clients requirements.

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The CEO
Shahrukh Moghal has over 18 years of experience in Sales, Customer Service and Telemarketing for various products and services. He majored in Communication at Knox College, Galesburg, Illinois, USA. The experiences that he has injected into sales and customer service training date back to 1990 when he began his career as a sales agent in the United States. Subsequently, he moved up the ranks of agent to team leader to internal trainer for sales and customer service skills over a period of 6 years. Since then, he has been actively involved with developing agent and team leader skills in various sales and service teams operating successfully in Kuala Lumpur, Malaysia. This experience as a practitioner has been instrumental in the development of his understanding of call centre agent and team leader psychology, what drives each position and how skills are developed in each area. He has gained extensive experiences in service and sales of financial products being offered by major banks and insurance companies in Kuala Lumpur. In addition, his experiences with training of client organizations which specialize in various other products and services are mentioned in the comprehensive client list below. Outside of Human Resource Development, he has been a professional Photographer and Copy writer. Currently, he operates his own outsourced call centre in Kuala Lumpur.
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OUR CLIENTS
OCBC Bank

AmAssurance Berhad

Hong Leong Bank Hong Leong Finance Hong Leong Assurance

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