Invest in Your Frontline Team with Customized Soft Skills Training

In today’s experience economy, customer service can make or break your reputation. While policies and technical skills are important, it’s a service team’s soft skills that leave a lasting impression. That’s why customized training focused on critical interpersonal abilities is such a smart investment for any organization.

Partnering with TrainSMART provides your frontline service team with tailored soft skills training designed around your brand, culture, and customer needs. Our expert coaches have years of real-world experience understanding exactly what your agents face each day. With training customized specifically for their roles, your team gains the skills to deliver truly exceptional experiences to delight their customers.

Training Built Around Your Service Approach

Generic customer service workshops deliver lackluster results. For meaningful impact, soft skills training needs to map directly to your team’s daily responsibilities and environment.

TrainSMART takes the time to immerse ourselves in the details of your customer service approach through discovery calls, observations, and needs assessments. We customize training to fit your:

• Brand voice, style, and terminology.
• Service processes, tools, and workflows.
• Primary customer personas and pain points.
• Team culture, dynamics, and strengths/weaknesses.

With exercises tailored to your agents’ actual scenarios, the concepts resonate at a deeper level. Skills are easily adopted on the job for immediate improvement.

Core Soft Skills for Service Excellence

Foundation competencies and key topics include:

• Communication: Active listening, mirroring, voice modulation, explaining complex topics simply.
• Conflict Resolution: Diffusing frustration, demonstrating empathy, guiding conversations to constructive resolutions.
• Developing Empathy: Reading emotional cues, building understanding through storytelling, and making heartfelt connections.
• Positive Mindset: Exuding confidence, avoiding assumptions, focusing on solutions, embracing continuous growth.
• Teamwork: Supporting colleagues, collaborating to solve issues, and celebrating shared wins.

We coach nuanced application of techniques through roleplaying realistic scenarios your agents encounter.

An Empowering, Agent-First Philosophy

TrainSMART’s service training philosophy centers on emotional intelligence, inclusion, psychological safety,  ethics, and resilience. Our style:

• Focuses on empathy, compassion, and seeing the human behind every call.
• Embraces the well-being and personal growth of each agent.
• Promotes team collaboration and building confidence through shared experiences.
• Teaches practical mindset shifts over rote call center “scripts”.

Your team finds our approach genuine and motivating. They gain interpersonal skills that benefit customers and themselves.

An Investment in Your Reputation and Results

With a customized focus, soft skills training enables your service team to deliver 5-star experiences that build loyalty and referrals. Beyond customer outcomes, additional benefits include:

• More engaged, productive team environment.
• Reduced escalations and complaint volumes.
• Higher first contact resolution rates.
• Increased agent satisfaction and retention.

Let TrainSMART tailor a soft skills training program designed specifically around your frontline team’s needs. Contact us today to explore how we can help your agents form lasting connections, resolve issues empathetically, and drive customer satisfaction.