Key Objectives

Learn Survey Strategies to determine CSI –

Customer Satisfaction Index

Understand SWOT for strategy development

Master Process Mapping for Strategy

Implementation

Practise Goal Setting for Strategy Action

Planning

Evaluate customer preferences through

various channels and devise relevant

resolution strategies

Lead service enhancement initiative

Get everyone involved in playing their part in

the overall service strategy

Utilize process mapping techniques to

develop effective and customer-centric

processes

Program overviewSuccessful organisations continually SatisfyCustomers, Increase Customer Base, Prevent BrandSwitching, Address and Solve Problems and Delighttheir customers. Leaders of these successfulorganisations are proficient at developing andimplementing targeted and customer-centricstrategies. These leaders understand theircompany’s vision, mission and values. They areaware of internal and external conditions andpossess skills to utilize these conditions tocontinually enhance customer experience andsatisfaction.

COURSE OUTLINE

Steps to developing a customer

service strategy

Service Dimensions All Customers Care About Exercise: Where do we stand with our customers?

Conducting Customer Satisfaction Survey Exercise: Developing survey questions

Collecting and analysing data

Impact and importance of CSI

Developing strategy based on survey data results

Exercise – Strategy 1st Draft: Data collection,

calculation, CSI determination, Strategy Statements

SWOT analysis explained Exercise: Conducting SWOT analysis to identify your

company’s service strengths, weaknesses,

opportunities and threats.

Exercise – Strategy 2nd Draft: Developing strategy

through creating relationships between internal and

external factors that influence service according to the

SWOT Analysis

Steps to Implementing a customer

service strategy

Process mapping explained Exercise: Mapping individual “AS IS” service

processes to find gaps

Exercise - Strategy Implementation: Developing

“TO BE” service process maps for improved service

and to resolve customer difficulties and complaints

Customer Service goals explained Critical success factors

Exercise: Service goal setting and strategy action

planning

Global Corporate Academy Sdn. Bhd.Tel: 603-41314831 M: +60123278240email: shahrukh@contactskills.comhttp://www.contactskills.com/customer_service_training.html

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Shahrukh Moghal is a Certified Trainer by PSMB Pembangunan Sumber ManusiaBerhad - Certificate # EMP / 1654. He has over 15 years of experience in call centretraining and training coordination. He conducts Certified Contact Centre Professionalprogram subsidised by HRDF under its Graduates ENhancEment pRogrAmme forEmployability (GENERATE) scheme for fresh graduates. The experiences that he hasinjected into his customer contact training and consultancy date back to 1990 whenhe began his career as a sales and service agent in the United States. Subsequently, hemoved up the ranks of agent to team leader to internal trainer over a period of 6years. Since then, he has been actively involved with developing agent and team

About the trainer

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 andmore. This experience as a Call Centre and face to face service and sales trainer and project coordinator has beeninstrumental in the development of his understanding of front-line staff and team leader psychology, what driveseach position and how skills are developed in each area.

Shahrukh is the man behind The PLEASE!™ and LEAP!™ Workshops which train frontliners to implement winningCustomer Interaction Tools such as to Probe, Listen, Empathize and Articulate. The PLEASE!™ Workshops aresuitable for any executive who interacts with customers regularly. The LEAP!™ Workshops are suitable forprofessionals such as Doctors, Lawyers, School Teachers, University Lecturers and more in their quest to engagetheir patients, clients, students etc. during the communication process.His training sessions are filled with an airof positivity and motivation for the participants. 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 theparticipants. His training style revolves around Concepts, Application, Reflection and most of all FUN!! Shahrukh isthe man behind The PLEASE!™ Workshops which train frontliners to implement winning Customer InteractionTools such as to Probe, Listen, Empathize and Articulate. The PLEASE!™ Workshops are suitable for any executivewho interacts with customers regularly. Especially in Contact centre customer service, Face to face customerservice, Telesales and Debt collection through phone. Shahrukh’s youtube channel including frontliner skillsdevelopment modules is as follows: http://www.youtube.com/channel/UC067zunxivllLuOICKJ9f4g To viewTESTIMONIALS given by clients, please click here: http://www.contactskills.com/testimonials.html

1. Maxis Berhad – Call Centre Outbound Tele-Debt Collector and Team Leader assessment and training

2. Reliance Berhad Call Centre – High Impact Telesales Skills (Assessment & Training)3. Affin Bank Berhad Call Centre–Telephone debt collection skills4. HSBC Bank Malaysia Berhad – Branch TELESALES training of financial products5. HSBC Bank Malaysia Berhad Call Centre – CRM training for the DRM Team6. Hong Leong Group Call Centre – Finance, Bank, Assurance and Customer Service7. Honda Malaysia Sdn. Bhd. – Call Centre Customer Service8. ING Insurance – Employee benefit sales and service skills9. The Bank of Nova Scotia Berhad – Financial products telesales10. Malaysia National Insurance Call Centre – Sales training for a Child Education plan11. Legend Hotel Call Centre– Time Share appointment and Customer Service training12. Palace of the Golden Horses - Time Share Telesales13. Bumiputra Commerce Bank Berhad Call Centre –Phone Banking telesales14. Malaysian Oxygen Berhad Call Centre – Call Centre Telesales & Teleservice15. Malaysia Airlines Golden Boutiques – Buy n Fly card telesales training16. New Straits Times– Classified Ads-Call Centre & Face to face service17. Utusan Melayu Call Centre – Classified Advertising-Outbound Telemarketing Skills18. Elken Sdn Bhd – Counter Service / Effective Communication / Customer Service 19. British American Tobacco – Effective Communication and Selling Skills (Kent)20. Yellow Pages Call Centre – Appointment setting Skills21. MNI Oneline Call Centre – Telesales and Teleservice training 22. Zuellig Pharma Call Centre - Customer Service and Team Leader Training23. Eon Bank Call Centre – Debt collection and Call Centre Customer Service24. AmAssurance Call Centre – Setting up a new Telesales Unit & Call centre training25. RHB Bank Call Centre– Outbound Telesales Training26. Maybank Group Contact Centre – Outbound Telesales Skills (Insurance products)27. OCBC Bank (Malaysia) Berhad – Outbound Telesales Skills transactional banking28. Bank Rakyat Call Centre – Telesales and Service training29. SP Setia – Outbound Telesales skills30. Bonuslink Call Centre – Outbound Telesales Skills & Inbound Customer Service31. Etiqa Insurance Berhad – Brand Delivery training campaign32. CSC Malaysia Berhad BPO Call Centre– Ensuring contact centre success33. Mitsubishi Motors Malaysia – Call centre Customer Service Skills34. Mimos Berhad – Mutiara Smart Computing – Call Centre Customer Service Skills35. Citylink Express Courier Call Centre– Call Centre Customer Service Skills36. POS Malaysia Call Centre – Pos Laju Call centre debt collection skills37. Sunlife Insurance – Call Centre Customer Service Skills38. DKSH Malaysia – Call centre agent assessment and one to one coaching39. Gibraltar BSN Life Insurance Berhad – Formerly UniAsia Life - Call Centre Telesales 40. Corporate Information Travel – Service Based Telephone Techniques & Handling Difficult Callers41. HRDF – PSMB Call Centre Customer Care Excellence42. Gabungan AQRS Berhad – Communication Skills43. Marsh Insurance – Call centre customer service skills44. Appco Asia BPO Call Centre – Charity fundraising through the phone45. BHP Billiton – Customer Service Excellence46. Aeon Credit Services Sdn. Bhd. – Telesales for financial services

Shahrukh’s training clients:

Registration form

Please register the following participants for the 2 Day Developing & Implementing Customer Service Strategies on May 22-23, 2017 .

Name

Name

Name

Name

Designation

Designation

Designation

Designation

Company:_________________________________________________________________

Address: _________________________________________________________________

Telephone:________________________________________________________________

Fax: _________________________________________________________________

Contact person:________________________Amount payable:______________________

Signature:_____________________________Date:_______________________________

Company chop:

Registration fees and policy :–

• Registration of 1 participant: RM 2490 • Early Bird Special for registration before May 1st : RM 2190 per participant• Groups of 3 or more: RM 2090 per participant• To register: Please email the completed registration form with participant names to:

shahrukh@contactskills.com

Please make crossed cheque payable to Global Corporate Academy Sdn. Bhd.

Name

Designation