Soft Skills

Soft Skills


Customer Service Training designed to help your team stand out

Create Service Excellence in your Contact Centre 

We know that soft skills are being sought after in the recruitment process for Customer Service agents and its no surprise. According to the Institute of Customer Service, Customer satisfaction is at some of it’s lowest levels. Customer behaviours and expectations are changing and we need to euqip our Customer service reps with the skills to navigate this changing landscape.

We’ve Developed our Customer Service Xcellence programme to do just that following our 7 SERVICE Principles we help you bridge the service divide and equip your teams to have all the skills needed to manage challenge customer conversations, vulnerable customers, complaints and excellent service delivery skills.

    Our Service training offering is designed to minimise disruption to your contact centre providing bitesize action learning sprints across a modular basis with opportunity to role play and practice skills in a safe environment.

    Our 7 Step Service Xcellence programme includes: –

    1. How to develop options and solutions confidently

    2. Emotional Intelligence techniques for effective communication

    3. Recovery techniques for managing conflict

    4. Vulnerable Customers – How to identify and support them

    5. Interdependent Ownership – Managing Internal Stakeholders

    6. Complaint handling techniques

    7. Taking ownership and effective follow through

    For more information or for a more bespoke plan for your contact centre team drop us a message. 


    Get in touch to find out more.
    Get in touch to find out more.

    “We all came away with a real sense of how to move forward. Through well-thought out, interactive sessions, we covered topics such as our connection to the organisation, what it means to have a growth mind-set, our circles of concern, control and influence and how to get the best out of each other.”

    Mines Advisory Group

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