Live online public course with Daniel Ord
Live Chat Customer ServiceTuesday 12 & 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 seat 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 seat 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 seat 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.
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 seat or your whole team, and pay by card or invoice at checkout.
Seats are limited to keep the sessions interactive, so book early to secure your place.
- Save 15% when you book 3 or more seats in one transaction
- ACXPA members pay $560 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
ACXPA members pay $560, plus a year of resources
ACXPA members save 25% on this course and every CX Skills live public course.
Membership also gives you 12 months of full access to ACXPA’s live sessions, tools and resources, so the learning keeps going long after the course.
- 50+ hours of live expert sessions every year
- 50+ tools, calculators and templates, plus self-paced courses with certificates
- 480 Customer Response Templates your team can adapt, with Business Membership
- Business Membership covers your whole team, from $497 a year for five people
FAQs
Live Chat Customer Service 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?
Ready to book your place?
Secure your seats for 12 and 13 January, or talk to us about training your whole team.
