Accredited & Certified by: Human Resource Development Corporation (HRD Corp), under the Ministry of Human Resources, Malaysia.
Shahrukh is a Certified Trainer by PSMB (Pembangunan Sumber Manusia Berhad), Certificate EMP 1654. He has over 25 years of experience in call centre training and training coordination. Shahrukh is actively involved in developing agent and team leader skills in the contact centre environment. To date, he has helped approximately 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 implement winning customer interaction tools: to Probe, Listen, Empathize and Articulate, especially 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 training sessions are filled with an air of positivity and motivation for the participants.
Watch
Shahrukh’s YouTube channel, including frontliner skills development modules.
Programs led by Shahrukh Moghal
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.
AI 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.
AI-Powered B2B Sales Mastery
B2B buyers today expect clarity, speed, insight and value in every interaction. Traditional sales approaches are no longer enough.
AI‑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.
AI‑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.
AI‑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.
Call 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.
Contact Centre CX Excellence
Many organisations invest heavily in contact centre training, yet customer complaints, repeated calls, and escalations continue. The reason is simple.
Customer 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
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.
Debt Collection Skills
This training project takes a practical approach in terms of enhancing skills that are imperative for debt collectors to INCREASE COLLECTION REVENUE.
Handling 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.
High 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.
Interpersonal 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.
Live Chat & Web Chat Customer Service
Live chat customer service training covering empathy, probing and critical reading skills to improve webchat customer experience.
Selling Skills
Sales professionals are a unique breed that has to be thick skinned to deal with cold calling objections and sales rejections.
Telephone 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.
Telesales & 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.
Testimonials
Read what clients say about training with Shahrukh
In-depth and detailed profile available upon request: contact us.