Live online public course with Daniel Ord
Email Customer ServiceThursday 10 and Friday 11 December 2026
A live online email writing course that teaches your team to write clear, human replies that resolve issues the first time, with fewer back-and-forth threads and complaints.
Two 4-hour sessions with global expert Daniel Ord. Book one ticket or several for your team.
- 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 team will do differently
Most people never learn how to write a customer email. They copy old replies and guess the tone, which leads to long threads, escalations and rework.
This course gives your team a proven framework for structure, tone and clarity, so every email answers the question and sounds like a person wrote it.
- Fewer repeat emails and escalations
- Clearer replies customers understand first time
- Consistent tone that protects your brand
Use a clear framework
A 9-step email framework that brings structure and speed to every reply.
Read between the lines
Work out what the customer really wants, and how they really feel.
Show empathy in writing
The service skills that work in writing, and how they differ from calls.
Write concise replies
The inverted pyramid, fewer wordy phrases and better word choices.
Sound like a human
Drop the stock phrases so emails don’t read like they came from a machine.
Say no in writing
Deliver bad news clearly and positively, without starting an argument.
The course
One proven course, built by a global expert
Email Customer Service is one complete course: four modules over two live 4-hour sessions, with writing exercises on real emails so people improve as they go.
It’s the same proven format whether you book a public ticket or train your whole team privately.
Daniel has helped service teams around the world write better emails, and there’s always time to work through the replies your team finds hardest to write.
- 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: four modules
From a clear framework to the fine art of tone, with practice on real emails throughout.
Using an Email Framework
A 9-step framework for writing emails, practised on real examples.
- Each step of the framework
- Why structure speeds you up
- Practice with real emails
Interpreting Customer Emails
Become a detective: what does the customer want, and how do they feel?
- Reading tone and content
- Spotting what’s really being asked
- Replies that feel relevant and human
Service Skills for Email
The service skills that matter in writing, including empathy.
- Written vs verbal: what changes
- Empathy that works in writing
- Owning the issue in your reply
Addressing Tone and Content
Concise, human emails that meet the customer’s needs clearly.
- The inverted pyramid structure
- Cutting wordy and stock phrases
- Writing positively, and saying no
Training a whole team? Get a private course quote
Who it’s for
Who is email customer service training for?
Anyone who resolves customer issues in writing, whether email is their main channel or one of several.
Customer service teams
Email support teams handling enquiries and complaints.
Complaints teams
Clear, defensible written responses to escalated cases.
Back office and admin
Resolving service and account issues by email.
Technical support
Explaining fixes and troubleshooting steps in writing.
Billing and collections
Communicating policy, payments and sensitive matters.
Team leaders
Coaching tone, consistency and written quality.
Looking for broader customer service training? Browse all customer service courses
Reviews
What participants say
Verified reviews from people who’ve completed Email Customer Service with Daniel.
374 verified reviews across all CX Skills courses
Read every reviewEmail Customer Service · 12 reviews
On Google · 39 reviews
Independently verified
Truly Enlightening
Big thanks to Daniel and Marcus for the incredible two days training. I appreciate and acknowledge your effort in providing us with better understanding of how to enhance email, communicate well using structured framework and associate techniques. Thank you.
Thankyou!
Very informative training. I will definitely apply the knowledge gained from the email customer service training in my everyday communications with the customers. Thank you team!
Best Email Training!
This training was great because we were able to lean a lot within two days. While on the first day of the training, I was already able to picking on my errors and make the changes very quickly.
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The training was engaging and interesting. Enjoyed myself!
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Very practical in my daily work. The content was very good!
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Daniel was very engaging and knowledgeable regarding the subject matter. He made a complex matter easier to understand and in conjunction with the workbook really helped me internalise the lessons.
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The information provided was refreshing. I thoroughly enjoyed the session and found it extremely valuable.
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I like this training a lot. It addresses the objectives and Daniel was very good in his engagement…
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Everything was good! Excellent. Very useful techniques…
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The exercises and practice sessions were interesting and informative!
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Exciting! Good 2-way interaction during the training.
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The exercises and practices are great and help me to apply to email responses to both internal and external Customers.
Pricing
Pricing and payment options
Eight hours of live training with a global expert, for $747 per person ex GST. Book one ticket or your whole team, and pay by card or invoice at checkout.
Places are limited to keep the sessions interactive, so book early to secure your place.
- Save 15% when you book 3 or more tickets in one transaction
- ACXPA members pay $560.25 per person, a 25% saving (see below)
- Card or invoice: choose how to pay at checkout
- Training a whole team? Private courses run for groups of 5 or more
- On a tighter budget? Self-paced email courses start from $9.15 per person a month
Official ACXPA training partner
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
- 50+hours of live expert access a year
- 65+tools, templates and resources
- 18calculators
- 25%off CX Skills live public courses
ACXPA members save 25% on this course and every CX Skills live public course.
ACXPA membership is a practitioner-built toolkit for anyone who answers customers in writing: self-paced courses, response templates, a complaints framework and live expert access every fortnight, for a full year.
What your email team gets, all year round
- Self-paced courses on writing clear emails, communication skills and complaints, each with a workbook, quiz and certificate, plus one-minute refreshers for team huddles
- 480 Customer Response Templates with Business Membership
- The Complaints Handling Hub: a 7-step framework, staff cheat sheets and logging tools
- A staffing calculator for chat that allows for shrinkage, occupancy and concurrency
- Live expert access: monthly Roundtables and a fortnightly Open Mic with ACXPA’s founder
FAQs
Email customer service training FAQs
Delivery, pricing, content and who the course suits.
Who should attend this course?
What topics are covered?
When are the sessions?
What if I can’t make these dates?
Is it only for customer emails?
How is the course delivered?
Can Daniel deliver the course onsite?
Can the course be customised for our team?
How much does it cost?
Will the course definitely go ahead?
What’s included?
What do participants need?
Is there a lower-cost or self-paced option?
An ACXPA membership is another option. Every membership includes the Award-Winning Emails self-paced course and 25% off live public courses, and Business Membership adds the full library of 480 Customer Response Templates.
How do I book?
Talk to us
Questions about training your team?
Book a call to talk it through, or send us a message and we’ll get back to you.
Book a callDownload the fact sheet
Prefer the phone? Call +61 3 9008 7287 (Mon–Fri, 8:30–17:30 Melbourne time) or email hello@cxskills.com.au.
Ready to book your place?
Secure your tickets for 10 and 11 December, or talk to us about a private course for your team.
