Live online · 2 × 4 hours · with Daniel Ord

Live Chat Customer Service Training

Q: How is the course delivered?

Live online via Zoom over 2 × 4-hour sessions on separate days, so people can join from anywhere with minimal disruption to rosters. Public courses run on set dates; private courses are for your team only, on dates that suit you.

Q: How much does it cost?

Public courses are $747 per person (ex GST) for 8 hours of live training. Save 15% when you book three or more people in the same transaction, and ACXPA members save 25%. Private courses for your team (minimum 5 participants) are quoted.

Live chat training for frontline teams: a clear, four-step structure for fast, friendly chat conversations that solve problems first time and protect your brand in writing.

Designed and delivered by global expert Daniel Ord. Book a ticket on a live online public course, or train your whole team privately.

See upcoming dates Talk to us about your team

4.9/5 from 374 verified reviews Google5.0 from 39 reviews

5.0/5 from verified reviews
Led by global expert Daniel Ord
Live online: join from anywhere
Certificate included

Trusted by leading organisationsHundreds of businesses, from local councils to national brands, have chosen CX Skills to upskill their teams. See who we’ve trained

What’s in it for your team

What your chat team will do differently

Live chat has its own rules. It’s in writing, customers expect quick answers, and every message reflects on your brand.

This course gives your team a proven structure for chat, so conversations are faster, clearer and more human, and fewer customers need to contact you again.

Faster chats that resolve first time
Consistent tone that protects your brand
More confident staff in every conversation

Customer service employee handling a live chat conversation

Know what customers expect

What really drives satisfaction with live chat, and how to deliver it.

Respond at the right pace

Why response times matter, and how to keep chats moving.

Use pre-scripted text well

When canned responses help, and when they make things worse.

Follow a clear structure

A four-step process that keeps every chat on track.

Present the right solution

Problem-solving, product and service, and order-taking conversations.

Lift satisfaction

Clear, human chats that customers rate highly and rarely repeat.

The course

One proven course, built by a global expert

Live Chat Customer Service is one complete course: three modules over two live 4-hour sessions, with plenty of practice so people are ready for the next chat.

It suits service, sales and support chat, and it’s the same proven format whether you book a public ticket or train your whole team privately.

It’s built for the people answering chats every day, and there’s always time to work through the conversations your team finds hardest.

2 × 4 hoursTwo live sessions on separate days
Live onlineVia Zoom, join from anywhere
Public or privateOne ticket or your whole team
CertificateFor everyone who completes

What’s covered: three modules

From what customers expect of live chat to a clear four-step structure, with most of the time spent on great chat conversations.

Module 1

Expectations and Customer Access

How organisations use live chat, and what customers really want from it.

Service, sales or technical support?
How customers use live chat
Key drivers of satisfaction online

Module 2

Hygiene Factors for Live Chat

The basics customers expect, and how to keep them in top shape.

Service level and response time
Using pre-scripted text well
Handling a change in direction

Module 3

The Four-Step Chat Process

Where most of the time goes: a clear structure for great conversations.

Greet, listen and control
Present a problem-solving solution
Product, service and order solutions

Three ways to train

Book a ticket for one person, bring the course to your whole team, or learn at your own pace.

Public course

Join a scheduled live online class

2 × 4-hour live online sessions
Fixed dates, easy to plan ahead
Book one ticket or several
Save 15% when you book 3 or more

See upcoming dates

Private team training

Your team only, live online

The same course, just for your team
Time to talk through your real challenges
Live online, on dates that suit you
Minimum 5 participants

Talk to us about your team

Self-paced online

Short video lessons, any time

From $9.15 per person a month
400+ practical lessons and quizzes
Manager dashboards, custom pathways
Certificates for every course

Explore self-paced

Setting up or managing live chat? See Live Chat Management Training

Getting sign-off?

Everything your manager needs, in one PDF

Download a two-page fact sheet with the outcomes, modules, format, price and options, ready to forward or attach to an approval.

Live Chat Customer Service fact sheet

2 × 4 hours live online with Daniel Ord, $747 per person. Public or private.

Download the PDF

Prefer to talk it through?

Not sure it suits your team? Get in touch and we’ll help you choose.

Talk to us

Upcoming live public courses

Book a Live Chat customer service course

Public courses run live online over two 4-hour sessions, so your team can join from anywhere. Pay by card or request an invoice at checkout.

Live with Daniel OrdExpert-led and interactive
Certificate includedFor everyone who completes
15% off 3 or moreBooked in one transaction
25% off for membersACXPA member pricing

Next available12Jan2027

Tue 12 and Wed 13 Jan 2027

12:30–4:30pm AEDT · both sessions · Online via Zoom

Bookings close Mon 11 Jan, 6:30pm

$747per person, ex GSTBook tickets15% off 3 or more tickets 4.9/5 · 374 reviews

Times shown in Melbourne time (AEST/AEDT).

Who it’s for

Who is live chat customer service training for?

Frontline people who talk to customers through live chat, whether it’s their main channel or one of several.

Contact centre agents

Handling chat alongside or instead of calls.

Customer service teams

Answering enquiries and resolving issues by chat.

Sales and support

Using chat to guide buying decisions and fix problems.

Marketing and social

Teams managing chat on websites and social channels.

Outsourcers (BPOs)

Chat teams delivering service for client brands.

Small businesses

Owners and staff who handle website chat themselves.

Setting up or managing the chat channel? See Live Chat for Managers

Official ACXPA training partner

Want to save 25% with an ACXPA membership?

CX Skills is the official training partner of ACXPA, which defines the Global Contact Centre CX Standards and publishes the Australian Call Centre Rankings.

ACXPA Business Membership also includes written-service resources, including the full library of 480 Customer Response Templates.

Written-service resources, including 480 Customer Response Templates with Business Membership
ACXPA members save 25% on every live public course
Tools, templates and live sessions to keep skills growing

Explore ACXPA membership Explore ACXPA resources

ACXPA membership

Want to save $186.75 on this course?ACXPA members pay $560.25, not $747, plus a year of self-paced courses, tools and live expert support

ACXPA membership is a practitioner-built, vendor-neutral toolkit for anyone who helps customers by live chat, and you don’t need to book a course to use it.

Members get self-paced courses on communication skills, clear writing and difficult customers, 480 Customer Response Templates with Business Membership, a staffing calculator built for messaging, and live access to experienced practitioners every fortnight.

17self-paced courses with certificates
65+tools, templates and resources
50+hours of live expert access a year
25%off CX Skills live public courses

Self-paced · any time

Sharpen your skills, any time

Self-paced courses on communication skills, clear writing and difficult customers, each with a workbook, quiz and certificate.

Plus one-minute refreshers that work well in a team huddle.

Find out more Business Membership

480 Customer Response Templates

Written replies your team can adapt, so nobody starts from a blank screen.

Included with Business Membership, alongside the Complaints Handling Hub.

Find out more

Every fortnight

Live expert access

A relaxed, off-the-record Open Mic on Zoom every second Tuesday with ACXPA’s founder and CEO.

Plus monthly CX and Call Centre Roundtables, kept in a searchable library.

Open Mic Call Centre Roundtables

Plus member tools for chat teams

Staff chat properly

A staffing calculator that allows for shrinkage, occupancy and concurrency, built for email, tickets and messaging.

A complaints framework that works

The 7-Step Complaints Handling Framework, staff cheat sheets and logging tools.

Spot who needs coaching

The Agent Performance Matrix plots each person on quality versus productivity, so coaching goes where it helps most.

An ACXPA Individual Membership is $197 ex GST a year, and Business Membership starts at $497 for a team of five, under $100 per person.

Every member gets 25% off CX Skills live public courses: five people on this $747 course save $933.75, far more than a Business Membership costs.

See membership options Explore ACXPA resources

Why learn with Daniel

Why teams choose Daniel Ord

Daniel has spent decades helping organisations around the world lift service, and his courses are some of our most highly rated.

Every session is live and interactive, with real examples, practice and plenty of room for questions.

A global perspective

50,000+ people trained across 40+ countries, so your team learns what works worldwide.

A proven format

A course refined over many years and delivered the same way every time, so the results are consistent.

Practice, not theory

Real examples, exercises and discussion, so skills are ready to use on the very next customer.

Your challenges, discussed

There’s always time to talk through the situations your team faces every day.

Engaging online

Two half-day sessions that keep people involved and fit around rosters and service levels.

Recognised credentials

CCXP, ICMI Certified Associate and Net Promoter Certified, and a regular keynote speaker worldwide.

Reviews

What participants say

Verified reviews from people who’ve completed Live Chat Customer Service with Daniel.

4.9

374 verified reviews across all CX Skills courses

Read every review

5.0

Live Chat course · 4 reviews

5.0

On Google · 39 reviews
Independently verified

If you need to chat, why not Live Chat!

This course was really good. Daniel was a great instructor and had a lot of good tips and helpful advise

Marion Law

Consumer Service Co-ordinator

Unicharm Australasia

Really enjoyed it!

I am so lucky to be able to join this training! Thank you very much for sharing the knowledge and improving my knowledge about live chat.

Ayu Putri Pramesti

Supervisor Learning & Development

PT VADS INDONESIA

Very enjoyable

Thank you so much, it is a good class, very enjoyable. Many different point of view because we are from different country but Customer Satisfaction is a universal word and we learn so much how to serve the customer inquiries.

Yudha Pribadi

Manager

PT Vads Indonesia

Live Chat Skills

Daniel has made this course very enjoyable. He is easy to understand and has loads of examples to help us!

Maryann Smith

Customer Service Officer

City of Casey

View all testimonials

FAQs

Live chat customer service training FAQs

Delivery, pricing, content and who the course suits.

Still have questions? Get in touch

Who should attend this course?

Anyone who handles live chat with customers: contact centre and customer service teams, sales and support staff, marketing and social media teams, outsourcers (BPOs) and small business owners and staff.

What topics are covered?

Three modules: Expectations, Alignment and Customer Access; Hygiene Factors for Live Chat (response times, pre-scripted text and conversation direction); and the Four-Step Process for managing live chat conversations.

Is this course for managers?

No. This course is for the frontline people who handle live chat. If you set up or manage the channel, Live Chat for Managers covers concurrency, wait times, routing, staffing, quality and reporting.

How is the course delivered?

Live online via Zoom over 2 × 4-hour sessions on separate days, so people can join from anywhere with minimal disruption to rosters. Public courses run on set dates; private courses are for your team only, on dates that suit you.

Can Daniel deliver the course onsite?

Daniel is based in Germany, so this course runs live online. If you’d like him onsite with your team, talk to us and we’ll quote it, including travel.

Can the course be customised for our team?

The content and format are fixed: it’s a proven course that Daniel delivers the same way every time. In a private course there’s always time to talk through your team’s real situations and challenges.

How much does it cost?

Public courses are $747 per person (ex GST) for 8 hours of live training. Save 15% when you book three or more people in the same transaction, and ACXPA members save 25%. Private courses for your team (minimum 5 participants) are quoted.

Will the course definitely go ahead?

Public courses need a minimum number of participants to run, so we reserve the right to reschedule or cancel a date if too few people book. If that happens, we’ll let you know as early as possible and you can move to another date or get a full refund.

What’s included?

Two live 4-hour sessions with Daniel, course materials, practical exercises and a certificate of completion for everyone who completes the course.

What do participants need?

A computer with a stable internet connection, Zoom, and a headset and camera for the best experience.

Is there a lower-cost or self-paced option?

Yes. Our self-paced library is a much cheaper way to build skills at your own pace, from $9.15 per person a month. It includes Live Chat Etiquette and Live Chat Tips (Webchat), plus short courses and videos on email, writing and communication skills.

An ACXPA membership is another option. Members save 25% on live public courses, and Business Membership adds the full library of 480 Customer Response Templates.

How do I book?

For a public course, choose a date in the upcoming dates and book online by card or invoice. For private training, talk to us or call us on +61 3 9008 7287.