Customer support teams need to master your systems, tools, and processes—but their real success comes from how they connect with customers. It’s the soft skills that make the difference: how they interact, how they respond, and how they make customers feel.

For the past 15 years, I’ve implemented a Six-Step Service Model across four global gaming companies, transforming customer interactions and building service-driven cultures.

When agents embrace these six steps—active listening, positive response, offering solutions, taking ownership, showing empathy, and building rapport—they create smoother, more enjoyable experiences for both customers and staff.

Gambling and money can be emotional topics, and tough conversations will happen. But with the right training, your team can handle them with confidence, ensuring customers feel valued and staff feel empowered.

Better service. Happier customers. Stronger business.