Live online public course with Daniel Ord
Live Chat Customer ServiceTuesday 12 and Wednesday 13 January 2027
A live online course for frontline teams who handle live chat: a clear, four-step structure for fast, friendly chats that solve problems first time and protect your brand in writing.
Two 4-hour sessions with global expert Daniel Ord. Book one ticket or several for your team.
- 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
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.
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
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
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
Training a whole team? Get a private course quote
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
Reviews
What participants say
Verified reviews from people who’ve completed Live Chat Customer Service with Daniel.
374 verified reviews across all CX Skills courses
Read every reviewLive Chat course · 4 reviews
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
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.
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.
Live Chat Skills
Daniel has made this course very enjoyable. He is easy to understand and has loads of examples to help us!
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 courses, including Live Chat Etiquette, 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 helps customers by live chat: self-paced courses, response templates, a staffing calculator for chat and live expert access every fortnight, for a full year.
What your chat team gets, all year round
- Self-paced courses on communication skills, clear writing and difficult customers, each with a workbook, quiz and certificate, plus one-minute refreshers for team huddles
- 480 Customer Response Templates with Business Membership
- A staffing calculator for chat that allows for shrinkage, occupancy and concurrency
- The Complaints Handling Hub: a 7-step framework, staff cheat sheets and logging tools
- Live expert access: monthly Roundtables and a fortnightly Open Mic with ACXPA’s founder
FAQs
Live chat 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 this course for managers?
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. Members save 25% on 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 12 and 13 January, or talk to us about a private course for your team.
