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Customer Service Emails – November 2021

November 9 @ 1:00 PM - November 10 @ 5:00 PM AEDT |$397
Email Customer Service training November 2021

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Customer Service Emails (November 2021)
$ 397.00 ex GST
Unlimited

Connecting with customers through email

The November 2021 Customer service emails training course is designed to equip frontline correspondence Team Members and their direct Team Managers with the knowledge and skills needed to effectively (with style) and efficiently (with a focus on reducing unnecessary repeat contacts)  better manage complaints and enquiries received via emails.

This is very much an ‘architecture’ program.  What we do is facilitate, step by step, how to create an email that delivers the desired results and how to address the Content needs and the Tone needs.

While email has its own unique properties, an underlying aspect helps.  If you can say it (well) then you can write it (well).

The very best emails, whether complaint or enquiry based, sound like they come from a live human being.

Facilitated live and online over Zoom by global expert Daniel Ord (delivered over 2 x 4-hour sessions), in our November 2021 Customer Service Emails training course we’ll teach a structured process that is applicable to all email correspondence regardless of your products, services or industry making it ideal for employees who have frequent communication with customers via the email channel.

Online Email training course for customer service in November 2021

November 2021 Customer Service Email Training Course Fast Facts

  • 2 x 4-hour modules delivered in consecutive days

  • Perfect for all email customer correspondence (complaints or enquiries)

  • All delivered live & online by Daniel Ord, the world’s top CX & Contact Centre trainer!

Who should do this course?

Email training course for customer service November 2021

The November 2021 Customer Service Emails training course is designed to teach a structured process in handling email customer correspondence for frontline staff who are required to write and respond to customer enquiries, complaints and so on via the email channel.

Typical roles include:

  • Call centre agents (sales or service) who handle customers emails
  • Customer service staff
  • Telephone account management
  • Complaints teams

Four great modules delivered over 2 x 4-hour sessions:

Module 1. Using an Email Framework

Using a solid email writing framework makes such a big difference for success & efficiency in email writing.

We use and work through a 9 Step Framework and use this section to introduce each step and practice understanding each step using real emails.

Module 2. How to Interpret Customer Emails

The email channel requires us to become detectives.  What does the customer really want?  How do they really feel?

Interpreting Tone and Content is a vital first step in figuring out what to say and how to say it. Using a variety of exercises we learn to better interpret what Customers want – so we deliver a more relevant and human experience.

Module 3. Service Skills for Email

Service Skills for Phone?  Yes – we all know about that.  But understanding Service Skills for email – including the all-important ‘empathy’ – aren’t as widely known.

We cover the important similarities & differences in written vs. verbal formats.

Module 4. How to Address Tone & Content

Writing a great email – one that’s concise, human and addresses the needs clearly – is an art & science. With Content, we look at the inverted Pyramid writing structure, the elimination of wordy phrases, better word choices and even how to say NO when you need to.

For tone, we talk about dropping some of the silly phrases that exist out there (we apologise for any inconvenience is a classic example) so that emails sound like they come from a human being and not a machine. And we cover the fine art of writing positively.

This is one of our most important courses and applies to anyone who writes emails – whether to customers or even just to internal colleagues.

About Your Trainer

Your trainer for the November 2021 Customer Service Emails training course is Daniel Ord from OmniTouch International – the leading Contact Centre & Customer Experience trainer in the world with his courses regularly selling out across the globe.

Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading contact centre publications and he has been a regular visitor to Australia for over 20 years.

Participants consistently rank Daniel as the best trainer they’ve had with incredible subject matter expertise, excellent storytelling with real-world examples and of course, a great sense of humour so you’ll have some fun while you learn!

Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and the first to bring professional management level Contact Centre certification to Asia back in the early 00s.

Like to learn more about Daniel? Read some of Daniel’s articles on CX Central, listen to some Podcasts on the CX Hustle or view Daniel’s profile on LinkedIn.

Email Customer Service Training delivered by Daniel Ord in November 2021

Testimonials 

The Customer service emails training course is a popular one with students as whilst there is often lots of guidance and tips on phone calls, emails and writing skills is often an area that agents have never received any guidance and structured learnings on.

Below are some testimonials from students who have recently completed the training.

“I like this training a lot.  It addresses the objectives and Daniel was very good in his engagement…”

“Training was engaging and interesting. Enjoyed myself…”

“It was more than I expected…”

“Training was very exciting and useful…”

“Everything was good!  Excellent. Very useful techniques…”

“The exercises and practice sessions were interesting and informative”

“Exciting!  Good 2-way interaction during the training…”

“Very practical in my daily work. The content was very good!”

“The exercises and practices are great and help me to apply to email responses to both internal and external Customers…”

CX Skills
4.9
Based on 14 reviews
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Rory Lynch
Rory Lynch
04:45 29 Mar 21
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have... taken so much away. I want to thank everybody involved with CX Skills.read more
Vanessa Gralton
Vanessa Gralton
22:17 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Monica Malgarini
Monica Malgarini
06:29 03 Mar 21
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training... to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.read more
Chris Remnant
Chris Remnant
03:58 25 Feb 21
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a... sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!read more
Elena Prenner
Elena Prenner
22:06 03 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Sheree Laursen
Sheree Laursen
04:48 03 Feb 21
The Contact Centre Management course was full of practical help and advice. The trainers were very knowledgeable and... tailored the course to the participants needs. It was very enjoyable and well thought out course.read more
Nicole Field
Nicole Field
05:25 02 Feb 21
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant.... Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.read more
Adrian Powell
Adrian Powell
09:44 25 Jan 21
Daniel, Marcus and Justin provided an outstanding course that was presented professionally and engaging. It was great... to attend a training course that enabled time to ask relevant questions, obtain reassurance and seek clarification from other participants.Though the session was run via Zoom, I felt Daniel engaged with the attendees in such a way that it encouraged networking opportunities and learn from each other as well as supporting each other in progressing theory into current real life examples.I look forward at seeing what other courses CX Skills can not only me but other team members.Cannot speak enough about the after course work and the offering Justin provides for the CX community. Look forward to seeing you a future session... Maybe the QA development session later this year!read more
Badri Pokhrel
Badri Pokhrel
05:52 21 Jan 21
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at... the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.read more
Sarsha S
Sarsha S
23:39 22 Dec 20
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. ... Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.read more
Katherine Robshaw Ed Dept
Katherine Robshaw Ed Dept
04:06 30 Nov 20
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with... customers, but also day to day life.read more
Linda P
Linda P
04:52 16 Nov 20
Kaylee Gerbes
Kaylee Gerbes
23:43 21 Sep 20
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present... this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.read more
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About CX Skills

CX Skills is a specialist training business that only delivers customer experience and customer service related courses facilitated exclusively by industry professionals.

Our main website, CX Central is Australia’s most trusted website for contact centre and CX professionals in Australia and we also manage the popular Call Centre Legends Facebook page followed by over 30,000 call centre employees.

As well as training solutions, we also provide CX & Contact Centre consulting services using the same practices, processes and methodologies that we use in our training courses so you can rest assured you’ll be learning best-practice skills that work in the real world.

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How and when its delivered

The November 2021 Customer Service Emails training course is delivered online as two 4-hour modules on consecutive days via Zoom teleconferencing. This is a public course meaning it is available for anyone to book and the times and dates are fixed to enable you to plan ahead. We typically run this course a few times per year.

If you would like to have more flexibility on the dates and times or would like some cost-effective options for training larger numbers please refer to our private options.

The November 2021 Customer Service Emails Course will be conducted on:

  • Tuesday 9th November 2021 1:00 pm to 5:00 pm AEST
  • Wednesday 10th November 2021 1:00 pm to 5:00 pm AEST
Customer Service Emails online training November 2021

Pricing and Payment Options

The November 2021 Customer Service Emails training course is just $397 per person ex GST for the entire 8 hours of facilitated learning (2 x 4-hour sessions) delivered by world-famous CX expert Daniel Ord.

 SAVE 15%  Want to register more than 3 staff? Save 15% when booking in the same transaction (note: the discount will be applied on the final checkout page).

Got questions?

If you would rather be sent an invoice, need some help with your booking or if you have any further questions please contact our Australian based support team on 03 9008 7287 between 8:30 AM and 5:30 PM AEDT Monday to Friday or send us a message anytime >

Purchase now:

Tickets to the November 2021 Customer Service Emails course can be purchased instantly using a credit card or you can request an invoice (Payment must be made in full prior to the course commencing).

Just click the button below or scroll to the top of the page to purchase a ticket.

Details

Start:
November 9 @ 1:00 PM AEDT
End:
November 10 @ 5:00 PM AEDT
Cost:
$397
Courses Category:

Organiser

CX Skills
Phone:
+61 3 9008 7287
Email:
hello@cxskills.com.au
View Organizer Website

Other

Course Completion:
Two Days
Best suited for:
Induction/new starters
Trainers:
Daniel Ord
Session Duration
4 Hours
Number of sessions
2
Total Course Hours
8

Trainers